Key Account Manager, Customer Excellence (level III)

The Greenbrier Companies•Lake Oswego, TX

1d•Hybrid

About The Position

The Key Account Manager, Customer Excellence (Level III) supports strategic customer relationships and complex account inquiries and needs. The role applies advanced account management and customer experience knowledge, along with knowledge of Greenbrier’s products and services, to assess customer needs, analyze multifaceted issues, and recommend effective solutions. Working independently, the manager leads cross-functional account activities, coordinates customer commitments, and supports consistent execution of solutions. The position also serves as a subject matter resource to internal partners and less experienced colleagues, contributes to continuous improvement, and supports customer retention through proactive, data-informed account management. This position works remotely or in a hybrid arrangement depending on the employee’s location and business needs. Work takes place in a professional office or an appropriate remote workspace with reliable internet access. The role routinely uses computers, video conferencing, phones, and other standard office equipment to communicate and collaborate with customers and internal teams.

Requirements

Bachelor’s degree in business, marketing, or a related field, or an equivalent combination of education and relevant experience.
Five or more years of progressive experience in account management, customer relationship management, or a related professional field, including responsibility for complex accounts.
Demonstrated success independently managing complex customer relationships, initiatives, and escalated issues.
Advanced communication, negotiation, influencing, and relationship-building skills across internal and external stakeholders.
Ability to analyze multifaceted customer and business issues, exercise sound judgment, and recommend practical solutions.
Proficiency with customer relationship management systems, including Salesforce, and Microsoft Office applications.
Ability to use data to guide decisions and account strategies.
Strong planning, prioritization, project coordination, and problem-solving skills, with consistent attention to quality and follow-through.
Ability to maintain customer trust and confidentiality when handling account, operational, and other sensitive information.

Nice To Haves

Knowledge of railcar leasing and asset lifecycle management.
Ability to work on-site at the Lake Oswego, Oregon office; remote work from other locations may be considered based on business needs.
Proficiency in Customer Relationship Management (CRM) software such as Salesforce is a plus.

Responsibilities

Develop productive relationships with assigned key accounts and internal stakeholders to support customer satisfaction, retention, and long-term value.
Independently manage diverse and complex account activities, priorities, and customer commitments.
Anticipate customer needs, analyze business challenges, and recommend solutions that support organizational goals and resolutions.
Maintain regular communication with customers to ensure ongoing satisfaction.
Lead resolution of complex customer inquiries in Salesforce by analyzing issues, coordinating cross-functional resources, and ensuring timely, accurate outcomes.
Coordinate asset programs and new car delivery programs, including customer expectations, deliverables, milestones, and risks.
Interpret customer feedback and account trends and influence internal teams to improve customer experience.
Resolve escalated or multifaceted customer issues using sound judgment, creative problem-solving, and clear communication.
Lead cross-functional account initiatives and coordinate work activities, project deliverables, and follow-through across internal teams, escalating when appropriate.
Analyze customer, operational, and performance data to identify risks, opportunities, and actions that improve account outcomes.
Foster customer loyalty and maintain confidentiality when handling sensitive information.
Develop and implement communication and recovery plans for escalated customer satisfaction issues, monitoring progress through resolution.
Lead account reviews and discussions that support proactive planning, shared priorities, and measurable follow-through.
Lead process improvement initiatives by translating customer insight into recommendations and coordinating implementation with cross-functional partners.
Serve as a subject matter resource for account management practices, share expertise, and mentor less experienced colleagues as needed.