Key Account Manager

Job Description

The Key Account Manager is responsible for managing and growing a portfolio of national and corporate accounts by serving as the primary point of contact between R+L Global and key clients in tandem with a POD of different functioning positions all with the common goal of revenue and margin growth by collaboration of strategy to execution. This position is responsible for aligning internal departments to deliver custom logistics and supply chain solutions while ensuring outstanding service, operational excellence, continuous margin growth and budget goals.

The Key Account Manager will collaborate with a team of Customer Success Managers, Carrier Sales, Corporate Account Executives, Supply Chain Consultants and internal stakeholders.

• Develop and execute strategic account plans to increase volume and expand services.
• Drive 10% quarter-over-quarter load growth across managed accounts.
• Identify and pursue new revenue opportunities within existing accounts.
• Monitor and improve margin performance, ensuring alignment with expected profitability.
• Track performance on awarded vs. acquired lanes and additional volume generation.

• Serve as the primary liaison with client decision-makers and stakeholders.
• Build trusted, long-term relationships through proactive communication and strategic alignment.
• Lead Quarterly Business Reviews (QBRs) with customers and internal stakeholders.
• Address escalated issues, manage expectations, and ensure customer satisfaction.

• Oversee the daily execution of account responsibilities through the Customer Success team.
• Order creation, corrections, and customer communication.
• Appointment scheduling and carrier coordination.
• Spot bidding (with Carrier Sales assistance) and portal updates.
• Coordinate across departments—IT, Sales, Pricing, Billing, Operations—to ensure smooth onboarding and operations.
• Ensure order data and system integrity, including appointment times, revenue codes, and timely updates.

• Lead customer onboarding and startup initiatives.
• Document of customer expectations and requirements.
• Conduct internal meetings to align departments prior to account launch.
• Monitor operations post-startup to confirm full process adoption.

• Provide direction to Customer Success Managers with respect to assigned account needs.
• Dotted-line oversight of Carrier Sales team members assigned to national/corporate accounts.
• Ensure effective internal communication and collaboration between cross-functional teams.

• Provide unmatched customer service by understanding needs and delivering actionable solutions.
• Utilize customer insights and trends to improve service offerings and logistics strategies.

• Account growth (10% QoQ volume increase)
• Lane volume acquisition vs. award
• Margin performance vs. expectations
• On-time performance metrics
• Customer satisfaction and team responsiveness
• Data and order integrity
• Internal and customer communication effectiveness
• The above job functions are illustrative of the duties and responsibilities associated with this position and are not intended to be all-inclusive. Employee may be asked to perform other related duties to meet the ongoing needs of the organization.

• High School Diploma or GED;
  Bachelor's Degree in Business, Supply Chain, or related field or an equivalent combination of education and work experience preferred.
• 5+ years of experience managing key or national accounts in a 3PL or transportation setting.
• Previous experience with transportation management systems (TMS);
  McLeod/Cargowise preferred.
• Understanding of Federal Motor Carrier Safety Regulations (FMCSR) a plus.
• Strong working knowledge of freight modes: dry van, reefer, flatbed, expedited, intermodal, etc.
• Demonstrates a track record of successfully identifying client needs and providing tailored solutions. Skilled in understanding business challenges, and delivering effective sales strategies that…