Manager, Enterprise Account Support

Estes Forwarding Worldwide•Richmond, VA

2d•$60,000 - $70,000

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 position collaborates with sales, operations, internal subject-matter experts, and clients to maintain relationships, coordinate client support, contribute to account strategies, report on client relationships, and co-manage new account implementation and onboarding. The role helps ensure consistently high levels of service, quality, and client satisfaction. The position functions semi-autonomously and has no direct reports. Periodic travel of up to 25% is required. The usual work environment is a normal office situation, with work typically performed sitting at a desk or table and intermittently sitting, standing, walking, or stooping. A bachelor's degree or equivalent and 1–2 years of transportation-industry experience are preferred, though a combination of education and experience will be considered. No license or certification is required. Candidates must be eligible to work in the United States; EFW will not sponsor new employment authorization for this position. Candidates receiving an offer must pass a drug screen and background check.

Requirements

Ability to define business problems and use statistical analysis, simulations, predictive modeling, or other methods to analyze issues and develop practical solutions.
Ability to read and interpret complex business and 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 safety rules, operations and procedure manuals, and maintenance instructions, while maintaining concentration and meeting deadlines.
Ability to solve problems involving concrete variables using semi-standardized solutions that require ingenuity and analysis.
Ability to draw inferences and follow detailed procedures to solve moderately complex problems.
Must be eligible to work in the United States.
Must successfully pass a drug screen and background check if offered employment.

Nice To Haves

Bachelor's degree or equivalent.
1–2 years of experience within the transportation industry.

Responsibilities

Develop and maintain strong, long-term client relationships within assigned EAM accounts.
Coordinate with the EAM to support sales, operations, IT, accounting, and the EFW Executive team in maintaining communication and providing excellent customer service.
Gather information across organizational levels about problems and potential solutions.
Assist the EAM with researching and providing solutions for process and service improvements.
Recommend strategies to EAMs, management, and other internal decision-makers.
Help the EAM develop relationships and identify opportunities in assigned accounts through networking, business reviews, and customer conversations.
Follow CRM processes, including updating contact information, entering new opportunities, and recording call notes, results, and next steps.
Co-assist and co-direct new customer onboarding and integration with EAMs.
Assist with developing and executing client agreements for new accounts.
Identify IT integration needs and work with assigned IT project managers.
With EAM support, serve as a liaison between clients and relevant internal teams.
Support the EAM during bidding and pricing processes for assigned accounts.
Work with internal subject-matter experts to facilitate timely project and improvement delivery.
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 ideas to meet client needs.
Prepare business reviews on an established cadence, such as monthly or quarterly.
Help the EAM monitor account performance by 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 operational management and sales team members with SOP and IHP development.
Maintain regular attendance and comply with company C-TPAT and TSA security procedures.
Perform other duties as assigned.