Sr. Account Specialist

3 weeks ago

Meridian charter Township, United States RSI Logistics, Inc. Full time

RSI Logistics/Trinity Industries is searching for a Senior Account Specialist based in Okemos, Michigan. This role may be eligible for hybrid work scheduling.


This critical role will be responsible for managing relationships between a group of customers with the goal of delivering a premier end-to-end Customer Experience. Working across a high performing cross functional team, responsible for all parts Client Success including services consultation and influencing upsells. The successful candidate will own and deliver performance across key Customer Experience drivers including service request responsiveness, order delivery quality & timeliness, regulatory compliance, and other key account activities. You will be the face of the Customer and Sales while ensuring day-to-day operations are delivered flawlessly across the business including order fulfillment, customer service, product, accounts receivable and contract administration.


What you’ll do:

  • New client set up access to cross functional services and software
  • Own day to day account level needs for a set of clients including fulfilling same day client support requests, order administration and resolve account level items
  • Provide timely solutions and other activities tied to delivering a premier Customer Experience
  • Support existing clients, solution provider, training, tracking and follow-up, usability enhancements
  • New client and user set up, for cross functional team access
  • Account renewal development and administration. Organize a steady cadence and develop cycles to effectively manage and grow relationships
  • Develop strong external client relationships enabled through internal collaborative relationships across sales, operations, and others
  • Develop online tutorials/knowledge base aligned with Rail Command®
  • Reporting and tracking responsibilities
  • Create and lead webinars; build process and cadence, maintain CRM data
  • Educate and promote the use of Rail Infor and Rail Impact
  • Build proactive Customer communication protocols to manage and exceed expectations
  • Identify specific account level plans to “anticipate & exceed customer needs”
  • Develop core Customer Management skills including rail industry technical acumen
  • Ability to handle challenging conversations (internally and externally), by creating workable solutions for the Customer and Business
  • Create a “one team” mindset and environment in support of creating a customer experience culture
  • Be a change agent across the team in support of delivering our overall leasing strategic plan, including adopting our Salesforce imperative


What you'll bring:

  • Bachelor's degree specializing in Logistics, Supply Chain or other relevant field or equivalent work experience
  • Plus, 8 or more years of experience in related field; including customer relationship management working directly with large fortune 500 companies
  • Rail Transportation experience preferred
  • Technical background with logistics, supply chain and business acumen preferred
  • Excellent communication & presentation skills with the ability to engage at all levels including front line, executive and directly with Customer’s
  • Outstanding interpersonal skills for managing relationships with customers and across a matrixed organization (sales, finance, capacity planning, portfolio management, etc.)
  • Excellent at organization skills, time management and managing multiple priorities
  • Strong process, data, and problem-solving skills
  • Collaborative & accountable style with an ability to build strong partnerships at all levels of the business
  • Seen as a role model change agent
  • High energy and enthusiasm
  • Strong business maturity and acumen
  • Technology savvy including familiar with CRM systems, SaaS, and big data

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