Director of Account Management

The Director of Account Management (D-AM) is a key agent for change, growth, and improvement in the commercial organization. The D-AM sets department strategy, aligning with corporate goals. The D-AM is responsible to communicate expectations to the team and is accountable for their team’s execution, action, and result.

The Director of Account Management is responsible for fostering the growth and retention of Bison’s customers by coaching and developing the leaders of the Account Management and Customer Operations team(s). The D-AM leverage their knowledge of Bison’s modes, services, technologies, and processes along with relationships with key internal stakeholders to support Bison’s growth initiatives.

• Managers of Account Management look to the D-AM for vision, direction, and support in day-to-day activities. It is a critical part of the Director’s role to ensure that all the employees needs are met in these regards
• The D-AM sets department and individual performance expectations. The D-AM monitors results and provides coaching and sets development strategies
• The D-AM provides escalation support from customers or internal team members as required
• The D-AM will be asked to participate in large scale organizational projects and programs.
• The D-AM will regularly evaluate the efficiency and effectiveness of business procedures according to organizational objectives and applies improvements. They will be involved in corporate strategic goal setting, as required
• The D-AM will oversee budget development and is ultimately responsible for budget management. They will regularly review financial information and adjust budgets to promote profitability

• The D-AM is responsible for the human resource needs of the Account Management and Customer Operations groups, including collaborating on:
• Organizational structure
• Succession planning
• Recruitment, interviewing and hiring
• Compensation plans and administration
• Input or creation of individual development plans
• Creating and maintaining training programs and reference materials
• Administer corrective action when necessary

• The D-AM needs to have a high-level understanding of all clients within their team’s portfolio, their stage of development, growth strategies, operational requirements, and Bison’s operating plans. The D-AM must be able to lead others to achieve or exceed service and growth goals
• The D-AM must develop customer relationships and establish themselves as a point of escalation for customer concerns or a point-person to assist in rate negotiations and/or close deals
• The D-AM is accountable for the following:
• Customer retention and growth, including assisting Managers of Account Managers in identifying, developing, and closing opportunities.
• Conduct regular opportunity funnel reviews
• Support Enterprise Account Manager strategic account plans
• Monitor service and communication related KPI’s and ensure items under target are being actioned
• Ensure data integrity and alignment in our customer service-related reporting
• Monitor committed volumes compared to actual volumes and ensure under/over performance is actioned as required
• Monitor revenue related reporting to monitor year over year variances, accessorial collection, and overall account health
• Provide surge price guidance to the team or direct to customers as required
• Monitor key KPI’s related to invoicing timeliness and accuracy and action items under target

• The D-AM is responsible to build and maintain relationships with all of Bison’s service teams to ensure the Account Management team can confidently sell all modes and services over all geographical areas
• The D-AM should attend regular meetings or huddles to ensure they remain up to date on current challenges and business needs fostering a reciprocal feedback loop between the Account Management teams and the services they sell
• The D-AM will work with product line leaders to develop and deliver product and sales training
• The D-AM should facilitate the creation and distribution of content for use by the Account Managers or to send direct to customers

• Minimum Bachelor’s degree + 5 years of related experience OR 5 years of Account Management/Sales experience + 3 years of leadership experience required
• Prior experience in the Transportation industry is required