Senior Account Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Build and maintain trusted advisor relationships with executive stakeholders across designated customer accounts.

• Take ownership of and implement strategic account plans that align with customer goals and VPL's long-term growth strategy.

• Foster customer retention, expansion, and increased adoption of VPL's services.

• Utilize Salesforce to document and monitor opportunities for cross-selling, upselling, and enhanced partnerships.

• Conduct annual and quarterly engagement activities, including executive sponsor interactions and business reviews.

• Convey program performance, ROI, market trends, and strategic recommendations effectively.

• Analyze customer data to pinpoint savings opportunities, enhance compliance, optimize vendor usage, and discover new business prospects.

• Work collaboratively with customers to implement industry best practices and enhance freight management programs.

• Act as the primary escalation point for complex customer issues and facilitate cross-functional resolutions.

• Collaborate with Sales, Operations, Finance, and Leadership to create customer-centric solutions.

• Recognize risks to customer satisfaction and devise mitigation strategies.

• Maintain awareness of healthcare logistics, transportation trends, and competitive market dynamics.

• Mentor Account Managers, assist with onboarding, and contribute to the development of the team.

• Engage in process improvements and strategic initiatives that enhance customer experience and account management.

• Oversee the account renewal process, including strategy development, negotiation, and coordination on commercial exceptions.

⛳️ Requirements

• 7+ years of experience in strategic account management, customer success, or business development within a B2B context.

• Preferred experience in healthcare, pharmacy, medical supply chain, or logistics industries.

• Proven track record in managing enterprise or strategic customer accounts with executive-level stakeholders.

• Demonstrated capability to execute account touch plans while meeting retention and customer satisfaction objectives.

• Outstanding communication, presentation, negotiation, and relationship-building abilities.

• Strong business acumen with the ability to convert data into strategic insights.

• Experience leading executive business reviews and presenting to senior leadership.

• Excellent project management, organization, and prioritization skills.

• Ability to influence cross-functional teams without direct authority.

• Skilled in navigating ambiguity and managing multiple high-priority projects concurrently.

• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.

• Familiarity with CRM platforms, such as Salesforce.

• Self-driven, collaborative, and committed to delivering outstanding customer experiences.

• Proven history of achieving measurable customer satisfaction outcomes.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and advancement.

• Flexible work arrangements.

• Supportive team culture and collaborative work environment.