Strategic Account Manager - NC

Edray • Charlotte, NC

7d

About The Position

The Strategic Account Manager (SAM) owns the strategic customer relationship, drives customer value, and develops growth strategies for an assigned portfolio of EDRAY customers. As the primary commercial relationship owner after customer acquisition, the SAM partners with Sales, Operations, Product, Finance, and other teams to deliver measurable value throughout the customer lifecycle. The role monitors account health, turns performance information into actionable insights, leads relationship-level escalations, drives adoption of EDRAY capabilities, and identifies retention and growth opportunities.

The SAM leads customer-facing onboarding and hypercare following the Sales handoff, aligns teams on go-live and success measures, and supports ongoing customer engagement through business reviews and strategic discussions. The role coordinates internal teams around customer priorities, maintains account plans and CRM records, addresses account-level commercial and financial considerations, and works to ensure commitments are completed.

Requirements

• At least 5 years of experience in account management, customer relationship management, logistics, transportation, supply chain technology, or a related field, including demonstrated responsibility for managing customer relationships.
• Demonstrated experience owning complex customer relationships involving multiple stakeholders and executive-level visibility.
• Strong understanding of transportation and supply chain operations.
• Ability to confidently lead business reviews, strategic discussions, escalations, and difficult conversations with senior customer stakeholders.
• Proven ability to navigate complex customer issues, align internal teams, establish accountability, and drive resolution through clear, proactive communication.
• Ability to interpret operational, commercial, and financial data, including account revenue, contracts, billing, and payment status, to develop recommendations, demonstrate customer value, and identify growth and retention opportunities.
• Ability to partner with Finance on account-level financial considerations and commercial risks that may affect customer relationships.
• Proven ability to influence outcomes without direct authority, mobilize internal teams, hold stakeholders accountable, and balance customer advocacy with EDRAY objectives.

Nice To Haves

• Bachelor's degree in Supply Chain, Business Administration, or a related field preferred.
• Import, drayage, port, international transportation, or related experience strongly preferred.

Responsibilities

• Own the strategic and commercial relationship for assigned customers, including account strategy, stakeholders, priorities, risks, opportunities, customer commitments, and overall account health.
• Build trusted relationships across customer organizations, from day-to-day stakeholders to senior and executive leadership, through regular virtual and in-person engagement.
• Lead customer-facing onboarding and hypercare after the Sales handoff; align teams on go-live and success measures and drive adoption of EDRAY capabilities and roadmap releases.
• Lead Monthly and Quarterly Business Reviews and participate in Weekly Business Reviews as appropriate; turn operational and commercial performance into insights, recommendations, and actions.
• Serve as the primary relationship-level escalation contact for material customer issues; coordinate communications and internal teams, establish accountability, drive resolution, and identify recurring root causes and corrective actions.
• Capture customer feedback, product needs, and recurring themes; maintain account plans and CRM records covering stakeholders, commitments, performance, risks, opportunities, escalations, and activity.
• Identify and develop upsell, cross-sell, and whitespace opportunities; identify retention risks and support renewal strategy and execution, informed by account performance, customer priorities, and relationship health.
• Partner with Finance to maintain visibility into account-level billing and payment status, coordinate follow-up when needed, and incorporate relevant financial considerations into account planning and commercial strategy.
• Coordinate Sales, Operations, Product, Data, Finance, and other teams around customer priorities; establish accountability and ensure commitments are completed without personally executing every request.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed