Senior Customer Account Manager

NFI Industries•Los Angeles, CA

11d

About The Position

The Senior Customer Account Manager drives strategic growth, operational excellence, and long-term relationships across assigned Intermodal customers. The role combines commercial account management, shipper experience leadership, and customer retention strategy to support exceptional service delivery, profitability, and NFI’s broader growth objectives. The position manages key customer accounts, develops account-specific business plans, leads customer business reviews, negotiates rates and services, and coordinates with operations, sales, and finance. It also supports RFPs, pricing requests, and onboarding, while monitoring market trends and identifying risks, service gaps, and process improvements. The role may require a flexible schedule based on shipment volume and customer needs, as well as travel for customer meetings, site visits, or leadership events.

Requirements

Minimum 5 years of experience in Intermodal, logistics operations, or account management in FTL, LTL, or Intermodal.
Proficiency in TMS and CRM systems, MS Office (Word, Excel, and PowerPoint), and internal pricing tools.
Strong understanding of DOT regulations, Hours of Service, and claims processes.
Excellent verbal and written communication, presentation, and negotiation skills.
Strong conflict-resolution and relationship-building abilities.
Ability to manage multiple accounts, analyze performance, and translate insights into actionable strategies.
Commitment to continuous learning and development in line with customer and business needs.
Ability to work a flexible schedule based on shipment volume and customer needs.
Travel may be required for customer meetings, site visits, or leadership events.

Nice To Haves

Bachelor’s degree preferred.
HubSpot experience preferred.

Responsibilities

Manage key customer accounts and align customer expectations with NFI operational performance.
Drive organic revenue and margin growth by identifying opportunities, developing solutions, and cross-selling NFI services.
Deliver a high-quality customer experience through consistent communication, KPI execution, and proactive problem resolution.
Create and maintain account-specific business plans, using CRM and internal tools to track pipeline activity, performance metrics, and growth initiatives.
Lead customer business reviews and present KPI dashboards, quarterly scorecards, and strategic insights to customers and internal stakeholders.
Manage rate and service negotiations across FTL, LTL, and Intermodal modes, using market data and pricing tools.
Develop and oversee account SOPs to support service consistency, accurate billing, and compliance with customer requirements.
Partner with operations, sales, and finance to meet customer commitments and profitability targets.
Identify risks, bottlenecks, and service gaps, and collaborate across departments to maintain performance standards.
Provide insight and support for RFPs, pricing requests, and customer onboarding.
Monitor market trends, capacity shifts, and lane pricing to anticipate customer needs and protect margins.
Use internal and industry tools to identify process improvements, drive efficiency, and share best practices.
Model NFI’s culture of accountability, collaboration, and customer-first execution.