Strategic Account Manager - NC

EDRAY • Charlotte, NC

3d • Hybrid

About The Position

EDRAY thrives in the most difficult part of the supply chain – the final import mile. Through proprietary technology, processes and innovation, we work on your behalf with all stakeholders to keep your freight moving in the most efficient way possible.

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 following customer acquisition, the SAM partners with Sales, Operations, Product, Finance, and other teams to deliver measurable value throughout the customer lifecycle. This role monitors account health, translates performance into actionable insights, leads relationship-level escalations, drives adoption of EDRAY capabilities, and identifies opportunities for retention and growth.

Requirements

• 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 with multiple stakeholders and executive-level visibility.
• Bachelor's degree in Supply Chain, Business Administration or a related field preferred.
• Strong understanding of transportation and supply chain operations. Import, drayage, port, international transportation or related experience strongly preferred.
• Ability to confidently lead business reviews, strategic discussions, escalations and difficult conversations with senior customer stakeholders.
• Proven ability to navigate complex customer issues, align the right internal teams, establish accountability, and drive issues to resolution with 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 to address 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.

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 through senior and executive leadership, with regular virtual and in-person engagement.
• Lead the customer-facing onboarding and hypercare experience following 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; translate operational and commercial performance into insights, recommendations and actions.
• Serve as the primary relationship-level escalation contact for material customer issues. Coordinate customer communication and internal teams, establish clear accountability, and drive issues through resolution while identifying 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; proactively identify retention risks and support renewal strategy and execution. Ensure growth plans are informed by overall 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 ensure relevant financial considerations are reflected in account planning and commercial strategy.
• Orchestrate Sales, Operations, Product, Data, Finance and other teams around customer priorities without becoming the executor of every request; establish accountability and ensure commitments are carried through to completion.

What This Job Offers

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