Strategic Account Manager - NC

POSITION SUMMARY

The Strategic Account Manager (SAM) owns the strategic customer relationship, drives customer value, and develops growth strategies for an assigned portfolio of EDRAY customers. As the primary commercial relationship owner following customer acquisition, the SAM partners with Sales, Operations, Product, Finance, and other teams to deliver measurable value throughout the customer lifecycle. This role monitors account health, translates performance into actionable insights, leads relationship-level escalations, drives adoption of EDRAY capabilities, and identifies opportunities for retention and growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Strategic Account Ownership: Own the strategic and commercial relationship for assigned customers, including account strategy, stakeholders, priorities, risks, opportunities, customer commitments and overall account health.
• Stakeholder Engagement: Build trusted relationships across customer organizations, from day-to-day stakeholders through senior and executive leadership, with regular virtual and in-person engagement.
• Onboarding & Adoption: Lead the customer-facing onboarding and hypercare experience following Sales handoff; align teams on go-live and success measures and drive adoption of EDRAY capabilities and roadmap releases.
• Customer Value & Business Reviews: Lead Monthly and Quarterly Business Reviews and participate in Weekly Business Reviews as appropriate; translate operational and commercial performance into insights, recommendations and actions.
• Escalation & Issue Resolution: Serve as the primary relationship-level escalation contact for material customer issues. Coordinate customer communication and internal teams, establish clear accountability, and drive issues through resolution while identifying recurring root causes and corrective actions.
• Voice of Customer & Account Planning: Capture customer feedback, product needs and recurring themes; maintain account plans and CRM records covering stakeholders, commitments, performance, risks, opportunities, escalations and activity.
• Growth & Retention: Identify and develop upsell, cross-sell and whitespace opportunities; proactively identify retention risks and support renewal strategy and execution. Ensure growth plans are informed by overall account performance, customer priorities and relationship health.
• Financial & Commercial Health: Partner with Finance to maintain visibility into account-level billing and payment status, coordinate follow-up when needed, and ensure relevant financial considerations are reflected in account planning and commercial strategy.
• Cross-Functional Leadership: Orchestrate Sales, Operations, Product, Data, Finance and other teams around customer priorities without becoming the executor of every request; establish accountability and ensure commitments are carried through to completion

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Experience: 5+ years of experience in account management, customer relationship management, logistics, transportation, supply chain technology or a related field, including demonstrated responsibility for managing customer relationships.
• Enterprise Customer Experience: Demonstrated experience owning complex customer relationships with multiple stakeholders and executive-level visibility.
• Education: Bachelor's degree in Supply Chain, Business Administration or a related field preferred.
• Industry Knowledge: Strong understanding of transportation and supply chain operations. Import, drayage, port, international transportation or related experience strongly preferred.
• Executive Communication: Ability to confidently lead business reviews, strategic discussions, escalations and difficult conversations with senior customer stakeholders.
• Escalation & Problem Solving: Proven ability to navigate complex customer issues, align the right internal teams, establish accountability, and drive issues to resolution with clear, proactive communication.
• Analytical & Commercial Acumen: Ability to interpret operational, commercial and financial data, including account revenue, contracts, billing and payment status, to develop recommendations, demonstrate customer value and identify growth and retention opportunities.
• Financial Collaboration: Ability to partner with Finance to address account-level financial considerations and commercial risks that may affect customer relationships.
• Cross-Functional Leadership: Proven ability to influence outcomes without direct authority, mobilize internal teams, hold stakeholders accountable and balance customer advocacy with EDRAY objectives

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made.

• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
• Frequently required to sit; occasionally required to stand and walk
• Occasionally required to reach with hands and arms
• Frequently required to talk or hear
• Occasionally required to bend, twist, or climb. Moderate concentration/intensity, which includes prolonged mental effort with limited opportunity for breaks.
• Average memory, taking into consideration the amount and type of information.
• Moderate level of complexity for decision making. Average time pressure of decision making.
• The noise level in the work environment is usually moderate

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.