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Vice President of Enterprise Account Management

Company: USA Truck
Location: Van Buren
Posted on: February 25, 2021

Job Description:

Vice President of Enterprise Account Management-- Description PURPOSEThe Vice President of Enterprise Account Managementis both the leader of Account Management for the entire organization and. serves as the primary curator of the customer experience. This role drives revenue growth by leveraging capacity and solutions across the entire organization to deliver a world-class customer experience. By developing strong standards and processes for all account management this leader services the needs of both drivers and customers alike. A purpose-driven leader, and the incumbent team will co-develop, lead, and communicate the mission of the organization, implement a cadence of enterprise service, and measure progress. This leader will be a change agent who constantly innovates and challenges the status quo to continually improve and create growth opportunities across the enterprise. This leader is a strong proactive communicator, a fierce competitor, is passionate about building positive culture, all in the pursuit of solving customer problems, maximizing revenue growth & profitability, and a balanced enterprise network across all modes and lines of service.Responsibilities:

  • Drive Customer Experience Outcomes
    • Increase contract awards through reliable customer experiences
    • Increase award realization per customer
    • Balance load acceptance and revenue growth
    • Drive customer success through their service measures
    • Drive revenue expansion through current customer penetration and new customer growth
    • Be the voice of the customer
    • Anticipate customer needs and innovate while providing solutions to exceed current needs
    • Weaponize our customers to achieve their goals
    • Define and Optimize Customer Order Lifecycle
      • Map Contract to Cash journey
      • Develop listening points in journey (e.g., usage, satisfaction, etc.)
      • Standardize interventions for each point in journey
      • Identify opportunities for continuous improvement
      • Learn from best practices in industry
      • Anticipate cyclical changes and prepare team to capitalize shifts in the market
      • Manage Standardized Account Management Activities
        • New Account Onboarding
        • Account Management Training
        • Load acceptance, order entry, and appointment scheduling
        • Account Support and Communication
        • Customer Success Management
        • Simplify processes and practices to remain agile
        • Optimize the decision-making process of all account managers and capacity planners
        • Measure Effectiveness of Customer Success
          • Define operational metrics for team
          • Establish system for tracking metrics
          • Create cadence for review within team
          • Contract Awards renewal and growth
          • Network balance and service solutions
          • Expose subset of metrics to executive team and company
          • Lead World-Class Account Management Team
            • Build a team focused on winning through customer experiences
            • Recruit experienced leaders for each functional role
            • Attract high potential individual contributors into team
            • Create rapid onboarding process for new team members
            • Foster collaboration within team and across customer lifecycle
            • Encourage continuous learning within team
            • Inspire Customer Success Across Company
              • Create company-wide culture of Customer Success
              • Drive company-wide definition of ideal order
              • Drive account growth across all forms of capacity
              • Create company-wide customer feedback loop Position Requirements Required Experience/Skills:
                • 5+ years' experience in leading customer-facing organizations
                • 5+ years' experience in transportation, account management, or sales
                • Ability to manage influence through persuasion, negotiation, and consensus building
                • Strong empathy for customers AND passion for revenue growth
                • Comprehensive understanding of transportation, EDI, influencers of order velocity, dynamics of shippers, and the needs of drivers.
                • Analytical and process-oriented mindset
                • Demonstrated desire for continuous learning and improvement
                • Enthusiastic and creative leader with the ability to inspire others
                • Excellent communication and presentation skillsWorking conditionsThis position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required to:
                  • Remain in a stationary position for extended periods of time.
                  • Frequently operate a computer for extended periods of time and regularly operate other office productivity machines.
                  • Occasionally ascend/descend stairs and move up to 20 pounds of office objects.
                  • Frequently communicate with peers, supervisors, third parties, and other employees to exchange accurate information and answer questions.
                  • Occasionally attend meetings in buildings outside corporate office and at off-site locations with various internal conditions and requiring travel in various external conditions.
                  • Travel 25-50% of the timeEQUAL EMPLOYMENT OPPORTUNITY STATEMENTUSA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment.This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this position at any time. Full-Time/Part-Time Full-Time Position Vice President of Enterprise Account Management Close Date Exempt/Non-Exempt Exempt Open Date 2/18/2021 Location USA Truck General Office About the Organization

                    USA Truck is driven to be a premier North American transportation solutions

                    provider that improves the lives of team members, customers, industry partners,

                    and our communities. We promote a culture of trust in a safe, fun,

                    and friendly environment where people grow and thrive.

                    EOE Statement USA Truck, Inc. is firmly committed to inclusivity and equality of opportunity for all employees and applicants for employment, and does not discriminate against applicants or employees for any reason prohibited by law or its own policies. USA Truck, Inc. will provide reasonable accommodations for employees and applicants for employment.

                    This position description is intended to describe the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position; other duties outside of normal responsibilities may be performed as necessary to meet the needs of the organization. Nothing in this position description restricts the Company's right to assign or reassign duties and responsibilities to this position at any time.
                    This position is currently accepting applications. Account Manager in Van Buren, AR
                    Posted on: 1/28/2021
                    [Apply Now]


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Keywords: USA Truck, Springfield , Vice President of Enterprise Account Management, Executive , Van Buren, Missouri

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