Strategic Accounts Manager

UPS•Richmond, VA

About The Position

The Strategic Accounts Manager is responsible for managing and growing relationships with complex, high-value customers across multiple regions. This role focuses on driving customer satisfaction, retention, and revenue expansion through strategic engagement, proactive issue resolution, and value-driven account management. As a trusted advisor, the Strategic Accounts Manager plays a critical role in strengthening customer loyalty, maximizing account performance, and identifying opportunities for long-term growth.

Requirements

Bachelor’s degree in supply chain, business, or a related field; MBA or industry certification preferred.
5+ years of experience in customer success, account management, or supply chain consulting.
Deep expertise in international shipping, freight, and supply chain management.
Proven experience managing enterprise-level, multi-region, and multi-stakeholder accounts.
Strong ability to conduct executive-level business reviews and strategic discussions.
Excellent communication, negotiation, and relationship-building abilities.
Demonstrated success in driving customer satisfaction, retention, and account growth.
Experience using CRM and analytics tools to manage performance and customer insights.
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Nice To Haves

MBA or industry certification preferred.

Responsibilities

Serve as the primary point of contact for assigned strategic accounts, building and maintaining strong, trust-based relationships with key stakeholders and executive leaders.
Demonstrate advanced stakeholder management by navigating complex customer organizations and aligning multiple decision-makers.
Act as a trusted advisor by understanding customer business objectives and aligning solutions to support their success.
Manage relationships across multiple business units and geographies, ensuring consistency and alignment.
Develop and execute comprehensive account strategies that align customer goals with business objectives and growth opportunities.
Apply strong strategic planning skills to identify long-term opportunities, risks, and expansion pathways within each account.
Maintain detailed account plans, including objectives, engagement models, and revenue targets.
Lead resolution of complex or critical customer issues by coordinating with Sales, Support, and Operations teams.
Utilize strong project management skills to drive issue resolution, track progress, and ensure timely outcomes.
Partner closely with operations teams to ensure effective problem resolution.
Advocate for customer needs internally to improve service delivery and overall experience.
Conduct regular business reviews (QBRs) to assess performance, demonstrate value, and align on strategic priorities.
Develop and execute tailored success plans to drive adoption and maximize return on investment.
Strengthen relationship management by maintaining consistent, high-quality engagement with stakeholders at all levels.
Monitor key customer success metrics, including retention, adoption, and satisfaction.
Maintain accurate account data and reporting using tools such as UPS DRIVE and PredictIQ.
Analyze trends and insights to proactively identify risks, prevent churn, and optimize renewal outcomes.
Identify and develop upsell and cross-sell opportunities within existing accounts.
Create and present customized proposals aligned with customer needs and business goals.
Partner with Business Development Managers to transition and close high-value growth opportunities.
Work closely with Sales, Operations, Product, and Customer Support to deliver seamless and consistent customer experience.
Leverage strong stakeholder management internally to align teams around account strategy and execution.
Share customer insights to influence product enhancements and broader business strategies.