POSITION SUMMARYThe Senior Client Account Manager oversees complex, multi-faceted client relationships requiring advanced coordination across products, services, and stakeholders. They ensure delivery excellence and adapts solutions to diverse client needs. This role serves as the primary freight and sustainability liaison, communicates strategic recommendations to clients, educating on industry developments. Leads change management initiatives, enrolling client leadership and motivating teams to drive measurable results.
JOB RESPONSIBILITIES- Manage day-to-day delivery for clients across BT’s book of business, including Fortune 500 companies and leading supply chain organizations. Oversee assigned clients operating across multiple products and service offerings, ensuring advanced coordination and seamless execution.
- Drive operational excellence and client satisfaction by maintaining consistent communication and delivering accurate, timely reports.
- Serve as the primary liaison for specialized topics (e.g., freight and/or sustainability), providing differentiated, value-added services tailored to client needs.
- Communicate strategic recommendations to senior client leadership, influencing decision-making and long-term outcomes.
- Lead cross-functional collaboration and change management initiatives, aligning internal teams around client goals.
- Proactively identify opportunities for savings and process improvement in client networks; leverage benchmarks and performance metrics to deliver actionable recommendations.
- Coordinate end-to-end client implementation activities and strategic projects, prioritizing initiatives based on client value and urgency.
- Deliver and interpret advanced reporting and performance metrics; track and report on key performance indicators (KPIs).
- Monitor account health and proactively address risks to ensure client satisfaction and retention.
- Solve complex, cross-domain challenges by integrating insights from multiple disciplines and applying structured thinking.
- Demonstrate deep understanding of transportation and supply chain operations, staying current with industry trends and best practices.
- Build and maintain strong client relationships, responding promptly to inquiries and resolving issues; drive client roadmap alignment and execution.
- Lead client meetings, business reviews, and strategic planning sessions, owning content preparation, agenda alignment, and follow-up actions.
- Collaborate cross-functionally to support client needs, deliver solutions, and resolve undefined issues, while enabling transparency by documenting information in internal systems such as Salesforce and Confluence.
- Analyze complex data and recommend solutions, demonstrating strong problem-solving skills and attention to detail.
- Support clients’ use of internal platforms (FELIX) and ensure adoption of tools that enhance delivery, including publications.
- Champion continuous improvement, proactively seeking opportunities to enhance processes and client experience.
QUALIFICATIONSRequired:
- Bachelor’s degree or 4+ years of relevant experience.
- Proven leadership in client delivery and cross-functional collaboration.
- Strategic communication and problem-solving skills.
- Broad technical knowledge across domains.
- Ability to travel up to 20%
DIVISION:
Breakthrough
50-57-502-0000
