Strategic Account Manager - CA

Edray•Long Beach, CA

About The Position

EDRAY is focused on the final import mile of the supply chain, using proprietary technology, processes, and innovation to help keep freight moving efficiently. The Strategic Account Manager (SAM) owns strategic customer relationships, drives customer value, and develops growth strategies for an assigned customer portfolio. 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 data into actionable insights, leads relationship-level escalations, promotes adoption of EDRAY capabilities, and identifies opportunities for retention and growth. The SAM leads customer onboarding and business reviews, maintains account plans and CRM records, and coordinates cross-functional teams to ensure customer commitments are fulfilled.

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 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 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 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, commitments, and overall account health.
Build trusted relationships across customer organizations, from day-to-day contacts to senior and executive leaders, through regular virtual and in-person engagement.
Lead the customer-facing onboarding and hypercare experience after 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 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.
Ensure growth plans reflect 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 reflect financial considerations in 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.