OverviewThe Senior Manager, Global Account Management will oversee Global Customer Accounts team to ensure consistent, high-quality service delivery to top global clients. This role fosters alignment across regions, champions best practices, and drives performance through strategic leadership, cross-functional collaboration, and continuous improvement. A key focus is maximizing client retention and enabling clients to fully leverage AIT's services by implementing a strategic vision that aligns with the AIT's goals.
Responsibilities
- Client Solutions – Partner with leadership and industry stakeholders to design innovative services and solutions that drive long-term client retention and revenue growth. Lead efforts to identify opportunities for expanding product and service sales, while monitoring competitor activity to mitigate risks to key accounts. Serve as the escalation point for client concerns, collaborating across departments to ensure timely and effective resolution
- Client Relationship Management – Understand and anticipate client needs, manage expectations, and ensure satisfaction with end-to-end contractual services across diverse regions and time zones. Maintain high-level client relationships, serving as the primary point of contact and liaison throughout the delivery of professional services or outsourced solutions
- Team Leadership - Guide and motivate team members; delegate tasks, provide clear directions and inspire; Oversight of subordinates client mandated KPIs; Service Level Agreement (SLA) Management - Monitor key performance indicators against agreed targets, recognize and take action to mitigate risk and seize opportunities to improve.
- Stakeholder Communication - Must possess strong interpersonal skills to build and maintain strong relationships with external and internal stakeholders.
- Project Management – Lead multiple initiatives from planning through execution, coordinating schedules, timelines, and deliverables to ensure successful outcomes. Maintain strategic focus on client satisfaction by managing communications and overseeing the overall client relationship throughout the project lifecycle
- Process Improvement – Embrace a continuous improvement mindset by analyzing complex challenges, identifying root causes, and recommending effective, data-driven solutions. Leverage critical thinking to streamline workflows and uncover synergies across teams. Continuously evaluate and enhance CRM systems and processes to improve customer experience and drive business performance
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
Education• Bachelor's Degree in Business, Marketing, or a related field (Required)
Experience• 7+ years experience in client relationship management specifically for logistics and supply chain operations (Required) and • 5+ years experience managing people, teams and cross-functional collaboration (Required)
Knowledge, Skills, and Abilities • Logistics Industry-specific practices, customer lifecycle management, CRM platforms High • Strategic planning and execution of client engagement initiatives High • Communication and negotiation with global clients and internal stakeholders High • Problem-solving, stakeholder engagement, data-driven decision-making High • Change management High • MS Excel, MS Word High • Data analysis and forecasting for account performance and service quality High • CargoWise High
