Senior Account Manager — Customer Growth & Retention

RSI Logistics, Inc.; Dallas (TX); Vor Ort; USD 100.000 - 160.000; Vollzeit

Zusammenfassung

Trinity Industries, headquartered in Dallas, TX, seeks a Senior Account Manager for RSI Logistics to lead account management and growth initiatives. You will own onboarding, governance, and the health of high-value customers, coordinating across product, service delivery, and sales to ensure retention and value realization.

You will drive cross-functional collaboration, establish metrics, and guide strategic renewals and pricing decisions while maintaining leadership visibility into risks and

Qualifikationen

• Bachelor’s degree or equivalent relevant experience required.
• 8+ years in account management, customer success, or related field.
• Experience leading customer-facing teams with executive stakeholders.
• Experience establishing governance practices for onboarding, retention, or renewal.
• Strong financial and commercial acumen including revenue retention and pricing.

Aufgaben

• Establish and continuously improve the Account Management operating model.
• Build team capability in executive communication, commercial acumen, customer value articulation, root cause analysis, and cross-functional leadership.
• Own the customer health, retention, and renewal framework, ensuring 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.
• 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.
• 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.
• 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.
• Maintain strong CRM and reporting discipline and drive continuous improvement across customer-facing processes, systems, training, and resource allocation.

Kenntnisse

Executive communication

Facilitation

Negotiation

Presentation

Cross-functional influence

Ausbildung

Bachelor's degree in Business, Supply Chain, Logistics, Transportation, Technology, or related field

Tools

CRM systems

Jobbeschreibung

Trinity Industries, headquartered in Dallas, TX, seeks a Senior Account Manager for RSI Logistics to lead account management and growth initiatives. You will own onboarding, governance, and the health of high-value customers, coordinating across product, service delivery, and sales to ensure retention and value realization.

You will drive cross-functional collaboration, establish metrics, and guide strategic renewals and pricing decisions while maintaining leadership visibility into risks and