Operational Key Account Manager

Toll Group•New York, NY

3d•$70,080 - $80,000

About The Position

The Operational Key Account Manager leads a group of predefined strategic freight forwarding accounts to drive customer retention and growth in revenue, product volumes, and share of wallet. The role supports an identified opportunity roadmap to position Toll among the customer’s top three service providers and builds strategic engagement with customer influencers, decision-makers, and internal stakeholders across local, regional, and international networks where applicable. The position oversees account strategies aligned with commercial objectives, develops customer relationships, supports negotiations and business reviews, and helps resolve complex service issues. It drives operational governance, performance improvements, reporting, onboarding, and alignment across operations, product, and finance teams. The role also maintains accurate CRM data, shares performance insights with regional and global leadership, and supports customer use of Toll’s visibility and reporting tools. Performance is measured by regional revenue, gross profit and volume growth for assigned accounts; customer retention and satisfaction (NPS); CRM data and reporting accuracy and timeliness; and successful implementation and governance of standard operating procedures. Toll offers full-time employees paid vacation, sick time, floating holiday time, health benefits, life insurance, personal accident insurance, and a 401(k) with company match. The role also has a 5% bonus target.

Requirements

Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, or a related field.
At least 5 years of experience in freight forwarding, logistics, or account management.
Proven ability to manage complex customer relationships and drive strategic growth.
Expertise in international and domestic logistics, including air, ocean, and customs.
Strong commercial acumen and analytical skills, including the ability to interpret data and turn it into actionable insights.
High proficiency in Microsoft PowerPoint, Excel, and CRM platforms such as Salesforce.
Excellent communication, influencing, and stakeholder-management skills.
Resilience, adaptability, cultural awareness, integrity, and professionalism.
Must be entitled to work in the United States of America.
Must be prepared to undertake pre-employment checks, including a criminal history check and medical.

Responsibilities

Oversee strategies for assigned accounts, aligning them with global and regional commercial objectives where applicable.
Support identification of growth opportunities, cross-selling, and expansion of share of wallet within strategic accounts.
Participate in negotiations, monthly and quarterly business reviews, and annual performance reviews, coordinating with account, operations, and governance teams for major accounts and contracts.
Build and maintain executive-level relationships with key stakeholders at assigned regional customers.
Ensure agreed KPIs and SLAs are delivered through regular internal and external business reviews and strategic engagement.
Act as an escalation point for complex service issues and ensure timely resolution and customer satisfaction.
Communicate business risks and opportunities to increase wallet share to internal stakeholders through regular business reviews.
Manage data associated with contracted and FAK allocations, leading discussions with product, origin, and customer stakeholders on commitments.
Drive implementation of SOPs and governance standards across assigned accounts.
Monitor account performance metrics and lead continuous-improvement and operational-efficiency initiatives.
Support customer reporting to provide visibility and clarity on activity, and manage operational reporting for applied agreements.
Support onboarding of new lanes and products and align global operational execution.
Collaborate with operations, product, and finance teams to support seamless service delivery and profitability.
Participate in collection activity to help ensure accounts remain within payment terms.
Manage contract-allocation visibility and data with key stakeholders.
Ensure accurate and timely CRM data management and reporting for assigned accounts.
Provide insights and performance analysis to global key account management and regional leadership for strategic decision-making.
Guide and train customers on Toll’s visibility and reporting tools.
Align regional account management with global account strategies and commercial priorities.
Support regional preparation for global forums and contribute to best practices and process improvements.
Perform other duties as assigned by management.