Trinity Industries

Senior Account Manager

Trinity Industries • $110K — $130K *
Dallas, TX 75217In-Person
Transportation
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Supply Chain, Logistics, Transportation, Technology, or related field, or equivalent experience.
  • 8+ years in account management, customer success, or related customer-facing roles.
  • Experience leading customer-facing teams and managing complex, high-value relationships.
  • Proven track record in establishing customer health and retention practices.
  • Strong financial acumen in revenue retention, billing, and profitability management.
  • Ability to analyze customer data and drive corrective actions based on insights.
  • Excellent communication, negotiation, and cross-functional influence skills.

Responsibilities

  • Own customer health, retention, and renewal framework for all accounts.
  • Establish indicators for churn risk and customer dissatisfaction.
  • Lead customer health reviews and develop recovery plans for at-risk accounts.
  • Manage the customer onboarding and adoption lifecycle from handoff to ongoing management.
  • Implement post-onboarding reviews to enhance future processes.
  • Create a consistent escalation model with clear communication protocols.
  • Collaborate with cross-functional teams to define service expectations and performance measures.

Benefits

  • Comprehensive health and wellness programs.
  • Opportunities for professional development and training.
  • Flexible work arrangements and a supportive work environment.
  • Access to cutting-edge technology and tools.
  • Engagement in a collaborative and innovative company culture.
Full Job Description
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 Leadership
  • 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.

About Trinity Industries

Trinity Industries, Inc. is a diversified industrial company that owns market-leading businesses which provide products and services to the energy, transportation, chemical, and construction sectors. Trinity reports its financial results in five principal business segments: the Rail Group, the Railcar Leasing and Management Services Group, the Inland Barge Group, the Construction Products Group and the Energy Equipment Group. Trinity?s businesses provide industrial products and services ranging from railcars, barges, storage containers, and aggregates to highway products, structural wind towers, railcar parts, and railcar leasing and management services.
Learn more about Trinity Industries
Size
5,845 employees
Market Cap
$2.4 billion
Industry
Transportation
Net Income
-$147.3 million
Founded
1933
5 Year Trend
-13.3%
Revenue
$1.9 billion
NASDAQ
TRN
* Ladders Estimates

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