Manager, Enterprise Account Support

Estes Forwarding Worldwide • Richmond, VA

1d

About The Position

The Manager, Enterprise Account Support is a support and development role that co-manages assigned Estes Forwarding Worldwide (EFW) accounts in coordination with an Enterprise Account Manager (EAM). Reporting to the Sr. Director, Enterprise Account Management, this role collaborates with EFW sales, operations, internal subject-matter experts, IT, accounting, and executives to maintain client relationships, coordinate client support, contribute to account strategies and reporting, and co-manage new-account implementation and onboarding. The position is responsible for supporting consistently high service, quality, and client satisfaction.

The role operates semi-autonomously and has no direct reports. Periodic travel of up to 25% is required. The work environment is a normal office situation, and the position typically involves sitting at a desk or table, with intermittent sitting, standing, walking, or stooping. Candidates must be eligible to work in the United States; EFW will not sponsor a new applicant for employment authorization. Candidates receiving an offer must pass a drug screen and background check. A bachelor's degree or equivalent and 1–2 years of transportation-industry experience are preferred, though a combination of experience and education will be considered.

Requirements

• Ability to define organizational business problems and use statistical analysis, simulations, predictive modeling, or other methods to analyze them and develop practical solutions.
• Ability to read and interpret complex business and/or technical documents.
• Ability to write comprehensive reports and detailed business correspondence.
• Excellent oral and written communication skills.
• Ability to prioritize, manage time effectively, and escalate issues appropriately.
• Ability to work with managers or directors and communicate ambiguous concepts.
• Ability to present to groups across the organization.
• Ability to read, interpret, and comply with written safety rules, operations and procedure manuals, and maintenance instructions, with strong comprehension and concentration and the ability to meet deadlines.
• Ability to solve problems involving concrete variables through semi-standardized solutions requiring ingenuity and analysis.
• Ability to draw inferences and follow prescribed, detailed procedures to solve moderately complex problems.
• Must be eligible to work in the United States; EFW will not sponsor a new applicant for employment authorization for this position.
• Must successfully pass a drug screen and background check after receiving a job offer.
• Periodic travel up to 25% is required.

Nice To Haves

• A bachelor's degree or equivalent.
• 1–2 years of experience within the transportation industry; a combination of experience and/or education will also be considered.

Responsibilities

• Develop and maintain strong, long-term client relationships within EAM-assigned accounts.
• Coordinate with the EAM to support sales, operations leadership, IT, accounting, and the EFW Executive team, ensuring open communication and excellent customer service.
• Gather information across the organization about problems and potential solutions.
• Assist the EAM in researching and providing solutions for process and service improvements.
• Recommend strategies to EAMs, management, and other internal decision makers.
• Help EAMs develop account relationships through networking and opportunity discovery during business reviews and customer conversations.
• Maintain CRM records, including contact information, opportunities, call notes, results, and next steps.
• Co-assist and co-direct new-customer onboarding and integration with EAMs.
• Assist in developing and executing client agreements for new accounts.
• Help identify IT integration needs and coordinate with assigned IT project managers.
• With EAM support, act as liaison between clients and relevant internal teams.
• Support the EAM during bidding and pricing processes for assigned accounts.
• Coordinate with subject-matter experts to facilitate timely delivery of projects and improvements.
• Communicate regularly with EAMs about major clients and respond to specific queries.
• Handle transactional complaints and problems in a timely and effective manner.
• Help the EAM develop solutions and innovative ideas to meet client needs.
• Prepare business reviews on an established cadence, such as monthly or quarterly.
• Help monitor account performance by regularly reviewing KPIs and agreed-upon client SLAs.
• Work with operations to identify lagging trends and improve client expectations.
• Measure the effectiveness of solutions and process improvements.
• Support the EAMs and Sr. Director, Account Management, with identified account escalations and operational-performance issues.
• Assist operations management and sales team members with SOP and IHP development.
• Maintain regular attendance, comply with company C-TPAT and TSA security procedures, and perform other duties as assigned.

Benefits

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death and dismemberment insurance
• Job referral bonus program
• Opportunity to grow and develop a career
• Fulfilling workplace and an environment for continuous learning that embraces the ideas and diversity of others

What This Job Offers

• Job Type: Full-time
• Career Level: Manager