Job Purpose:

The Director, Account Management is responsible for leading the customer experience strategy by developing and monitoring KPIs, conducting Quarterly Business Reviews (QBRs), and driving continuous improvement initiatives. This role works cross-functionally with sales representatives and internal departments to ensure customer satisfaction, account growth, and operational excellence. Reporting to the EVP of Customer Relations, the Director collaborates closely with Customer Service Supervisors and Managers, creates training programs, and leads issue resolution strategies to support high customer satisfaction. The Director will also participate in and lead departmental projects as assigned.

Essential Duties and Responsibilities:

Team Leadership & Development

• Provide mentorship, coaching, and professional development for the customer service team.

• Develop, monitor, and maintain team KPIs.

• Lead the hiring and onboarding of new team members.

• Oversee knowledge management development and reporting.

• Establish long-term departmental strategies for sustained growth and development.

• Implement continuous improvement initiatives to increase team efficiency.

Service Delivery & Process Management

• Lead the creation and enhancement of service programs and upsell opportunities.

• Conduct and lead Quarterly Business Reviews with key accounts.

• Manage KPI development, tracking, and presentation to internal and external stakeholders.

• Cultivate and maintain key customer relationships.

• Oversee the creation and documentation of service processes.

Customer Success & Account Management

• Ensure accurate and timely reporting of customer KPIs.

• Develop and manage relationships with Director and C-level customer contacts.

• Manage the onboarding of new accounts and ensure a smooth transition.

• Oversee account-level profitability and identify improvement opportunities.

• Serve as a point of escalation for major customer concerns, ensuring timely and effective resolution.

Additional Responsibilities:

• Strong verbal and written communication skills.

• Ability to identify and capitalize on opportunities for business growth.

• Present complex data clearly and effectively to internal and external stakeholders.

• Exhibit excellent problem-solving and conflict-resolution skills.

• Maintain poise under pressure and manage multiple priorities.

• High attention to detail.

• General office and administrative experience.

Qualifications:

• 5+ years of experience in account management, customer service, or related role within the logistics, transportation, or retail industries.

• Minimum 3 years of managerial experience overseeing teams and performance.

• Proven leadership and people development skills.

• Strong understanding of KPI metrics and customer satisfaction strategies.

Education:

• College degree preferred; relevant experience may substitute.

Language Skills:

• Ability to read, analyze, and interpret business publications, technical documentation, and regulations.

• Proficiency in writing reports, business correspondence, and procedures.

• Ability to effectively present information to groups including managers, clients, and executive leadership.

Mathematical Skills:

• Ability to perform basic and intermediate calculations including addition, subtraction, multiplication, division, percentages, and ratios.

• Ability to interpret bar graphs and data trends.

Reasoning Ability:

• Able to solve practical problems with limited standardization.

• Ability to interpret instructions presented in written, oral, diagrammatic, or schedule formats.

• Skilled in identifying root causes of issues and recommending corrective actions.

Computer Skills:

• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint).

• Experience with KPI reporting tools and business operating systems.

• Ability to learn and utilize internal software applications.

Physical Demands:

• Occasionally lift and/or move up to 25 pounds.

• Use phone systems and keyboard equipment.

• Frequently required to speak, hear, stand, walk, and sit for extended periods.

• Capable of extended workdays when required.

• Must possess clear verbal communication and 20/20 corrected vision.

• Must pass a physical health assessment and drug screening if required.

Work Environment:

• Primarily an indoor office environment.

• Occasional exposure to mechanical parts or airborne particles.

• Noise levels may range from quiet to moderately loud.

Employer Rights:

This job description is intended to provide general guidance for the role of Director, Account Management. It is not exhaustive and may be modified by RJW Logistics Group, Inc. at any time. Performance will be assessed based on the responsibilities listed here as well as any additional duties as assigned by leadership.

Employment At-Will:

Employment at RJW Logistics Group, Inc. is at-will unless otherwise governed by a written contract authorized by the Company’s CEO or Board of Directors. This means that either the employee or the Company may terminate employment at any time, with or without cause or notice.