Director of Customer Account Management

Posted 2 weeks ago
Qualification Requirements:
Degree or equivalent in business administration or logistics desired. Experience in the automotive industry highly desired. Exposure to and working knowledge of all facets of contractual requirements. Experience leading a team.  This position will have approximately 2 – 3 direct reports.  Strong communication skills. Desired skills in Problem solving, Critical Thinking, Detail and Results oriented. Must be able to work collaboratively with cross-functional teams. Must always protect the confidentiality of company and client data. Position requires developing a good working relationship with team members of all levels.  Must possess a positive teamwork attitude and get along well with others. Regular and predictable attendance is an essential function of this job. Must be proficient in the use of Microsoft Office Suite: Word, Excel, PowerPoint, Visio. Ability to deal with stress associated with meeting multiple deadlines and demands. Flexibility to travel to customer and other company locations.
Responsibilities:
Develop and maintain strong relationships with clients, understanding their business needs and challenges.

Identifies and develops relationships with key decision makers at all levels within an account.
Account Growth and Expansion:  Identify account growth and expansion opportunities, collaborating with internal teams.

Ensure that clients know all the services and capabilities our company can offer to meet their evolving logistics requirements and the possibilities of connecting the various capabilities of the toolboxes to offer solutions.

Own the development of and continuously update the customer account plan so that it is always fit for purpose as an account management tool, ensuring the integrity of the plan against customer needs to enable strategic planning via executive reviews.

Manage the “4 Quad” document for all account assignments to include updates, adding new clients to 4 Quad document, and coordination with other functions within GAA to get updated information for the 4 Quad.

Track contract expiration and renewal actions required per terms of each contract for all clients.
Manage prices adjustment with existing contracts, due to volume or other impacts, to include retro recovery/adjustments, annual price adjustments or other factors requiring price adjustments to existing contracts.

Qualifies and quantifies potential growth opportunities.

Track key account metrics; ensure action plans are initiated and acted on to resolution.
Maintain an up-to-date pipeline of current and future opportunities, quantifying number of opportunities, value of the opportunity and managing the probability to win.

Assist with high severity requests or issue escalations as needed.

Coordinate the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customer expectations.

Plan, schedule, and facilitate Quarterly Business Reviews with assigned accounts and maintain an up-to-date pipeline of current and future opportunities.

Participate and attend client or industry events or trade-shows.
Participate on the Quote Development Team.

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