Senior Account Manager

Trinity Structural Towers; Dallas, Northern (TX, KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Trinity Industries seeks a Senior Account Manager for RSI Logistics at its Dallas, TX corporate headquarters. You will own customer health, onboarding, and revenue retention initiatives, coordinating with Product, Service Delivery, and cross-functional teams to deliver value and manage complex, executive-level relationships.

Required 8+ years in account management or related roles, strong financial acumen, and proven leadership. Travel may be required; CRM experience is essential.

Qualifications

• Bachelor’s degree or equivalent in Business, Supply Chain, Logistics, Transportation, Technology, or related field.
• 8+ years in account management, customer success, client services, or related function.
• Experience leading customer-facing teams and complex, high-value relationships with exec stakeholders.
• Experience establishing governance practices for health, onboarding, escalation, or performance.
• Strong financial/commercial acumen including revenue retention, pricing, scope, profitability.
• Ability to interpret customer/operating data, build scorecards, identify root causes, and drive action.
• Strong executive communication, facilitation, negotiation, and cross-functional influence.
• CRM systems experience; willingness to travel.

Responsibilities

• Own the customer health, retention, and renewal framework with current relationship strength, adoption, service performance, and growth potential.
• Lead health reviews; ensure at-risk accounts have recovery plans with measurable actions.
• Own onboarding and adoption lifecycle from handoff through implementation and transition to ongoing management.
• Document goals, scope, risks, billing setup, roles, milestones, and success measures for each account.
• Use post-onboarding reviews and feedback to improve future implementations.

Skills

Account management

Customer success

Executive communication

Cross-functional collaboration

Data analysis

Financial acumen

Operations liaison

Team leadership

Education

Bachelor's degree or equivalent in Business/Related field

Tools

CRM systems

Job description

Delivering Goods For The Good Of All™ - TrinityRail

While _TrinityRail_ has built one of the broadest and deepest railcar platforms in the world, it’s what’s inside our cars that counts. We are proud to manufacture, maintain, and manage the railcars that deliver the indispensable goods that keep our lives, and our economy, rolling. “Delivering Goods For The Good Of All” is why we proudly come to work each day, and this is why our company exists. This is our purpose._TrinityRail_ provides- Railcar Manufacturing: https://www.trinityrail.com/products/- Railcar Leasing Solutions: https://www.trinityrail.com/leasing/- Railcar Maintenance & Parts: https://www.trinityrail.com/maintenance/- Fleet Management Services: https://www.trinityrail.com/fleet-management/For more information, visit us at trinityrail.com.Learn more about Trinsight®: https://www.trinityrail.com/trinsight/Trinsight is _TrinityRail_ 's cloud-based platform purpose-built to bring your fleet into focus, allowing you to transform and streamline your supply chain with real-time tracking, analysis and management features that modern logistics demandsVideo tranFor decades, _TrinityRail_ has been delivering the goods that keep North America moving. A humble promise to transport the everyday things that make everybody's lives better. It's our commitment to being stewards of the supply chain connecting companies with customers. People with products and Delivering Goods for the Good of All. While we've built one of the broadest and deepest railcar platforms in the world, to us it's what's on the inside that counts. And the purpose these products serve for you like grain the secret ingredient for making memories, or gravel that paves the way for a getaway, fuel to power the road trip of a lifetime, cars that transport us to exciting new places, and essential chemicals that purify our water food and promote a healthy way of life. Indispensable goods that truly move us and keep our lives, and our economy rolling. TrinityRail is proud to

Trinity Industries is seeking a Senior Account Manager for RSI Logistics, at Trinity’s corporate headquarters in Dallas, Texas.

What you'll do:

Customer Health, Retention, and Growth

• Own the customer health, retention, and renewal framework, ensuring each account has a current view of relationship strength, adoption, service performance, financial health, risk, and growth potential.
• Establish indicators and intervention thresholds for churn risk, service disruption, billing concerns, unresolved commitments, and customer dissatisfaction.

Lead customer health reviews and ensure at-risk accounts have documented recovery plans, measurable actions, clear ownership, and leadership support.

Client Onboarding and Adoption

• Own the customer onboarding and adoption lifecycle from commercial handoff through implementation, stabilization, and transition to ongoing Account Management.
• Ensure customer goals, scope, dependencies, risks, billing setup, roles, milestones, and measures of success are clearly documented and managed.
• Use post-onboarding reviews and customer feedback to improve future implementations, handoffs, education, and enablement.

Escalation and Customer Recovery

• Establish a consistent escalation and hyper care model with clear severity levels, response expectations, communication protocols, action tracking, and closure standards.
• Lead cross-functional investigation, root-cause analysis, recovery planning, corrective action, and customer communication.
• Maintain leadership visibility into material customer risks and use recurring themes to drive systemic process, product, service, or training improvements.

Service Delivery and Value Realization

• Partner with Product, Service Delivery, and other functions to define service expectations, performance measures, and corrective-action processes.
• Ensure customer commitments and actions are documented, assigned, communicated, and closed.
• Use operating data, customer feedback, and usage trends to improve service quality and translate outcomes into clear value narratives and strategic roadmaps.

Commercial Governance and Operational Excellence

• Provide governance for revenue retention, pricing and scope alignment, billing accuracy, service cost, profitability, renewal exposure, and commercial risk.
• Identify underpriced, over-serviced, out-of-scope, or unprofitable work and drive corrective action through pricing, scope, process, operating-model, or contract changes.
• Establish metrics and reporting that provide visibility into customer health, retention, onboarding, escalations, service performance, financial performance, and growth opportunities.
• Maintain strong CRM and reporting discipline and drive continuous improvement across customer-facing processes, systems, training, and resource allocation.
• Account Management Support establishing clear roles, priorities, performance expectations, and accountability for the
  account management team.
• Establish and continuously improve the Account Management operating model, including customer
  segmentation, engagement standards, account planning, playbooks, and team rhythms.
• Build team capability in executive communication, commercial acumen, customer value articulation,
  root cause analysis, and cross-functional leadership.
  

What you'll need:

Required Qualifications

• Bachelor’s degree in Business, Supply Chain, Logistics, Transportation, Technology, or a related field, or equivalent relevant experience required.
• 8+ years of demonstrated experience in account management, customer success, client services, service delivery, or a related customer-facing function.
• Experience leading customer-facing teams and complex, high-value customer relationships involving operational and executive stakeholders.
• Experience establishing customer health, onboarding, retention, escalation, hypercare, service delivery, or performance governance practices.
• Strong financial and commercial acumen, including revenue retention, billing, pricing, scope, costing, profitability, or margin management.
• Ability to interpret customer and operating data, build meaningful scorecards, identify root causes, and drive corrective action.
• Strong executive communication, facilitation, negotiation, presentation, and cross-functional influence skills.
• Experience with CRM systems, account planning, customer reporting, and performance management; ability to travel as business needs require.

Preferred Qualifications

• Experience in rail, industrial transportation, logistics, supply chain, fleet management, transportation technology, or managed services.
• Experience with enterprise SaaS, logistics technology, data platforms, analytics, transportation management, telematics, freight audit and payment, rates, equipment management, or visibility solutions.
• Experience leading strategic renewals, pricing or contract changes, adoption programs, organizational change, customer recovery, or executive business reviews.
• Continuous improvement, quality management, Lean, Six Sigma, or structured root-cause analysis experience.

Key Success Measures

• Customer retention, renewal readiness, health improvement, and risk reduction.
• Onboarding quality, customer adoption, time-to-value, and value realization.
• Escalation resolution, hyper care effectiveness, service quality, and commitment performance.
• Billing accuracy, dispute prevention, revenue retention, profitability, and qualified account growth.
• Team development, consistency, accountability, and operating discipline.

EOE

Trinity Industries, Inc., and its subsidiary or affiliated companies (hereinafter “Trinity”) are committed to equal employment opportunity. It is our policy to consider candidates for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, or veteran status.

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Trinity participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

View the following poster by clicking the link below:

Trinity is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] . This email address should only be used for accommodations and not general inquiries or resume submittals.

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