Director of Account Management

OnTrac is hiring a Director of Account Management

Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter!

Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Employment Logistics: 

Responsible for management and development of a team of Account Managers (AMT) dedicated to maintaining customer satisfaction and retention of OnTrac's Ecommerce Residential customer portfolio. This role will report to the Vice President of Customer Experience and will manage activities that develop the customer relationship, support day-today customer needs, as well as retain and expand existing business. In addition to managing the AMT group, this role requires relationship development with senior level customer contacts as well as internal, senior leadership.

Job Overview:

• Manage the performance of AMT to achieve customer portfolio forecasts and growing revenue channels, while maintaining a high level of customer satisfaction

• Manage daily AMT activities and deliverables in support of customer expectations and contractual requirements through the Salesforce platform.

• Deliver proactive contract management that includes strategic contract analysis to determine appropriate renewal action plan, assist AMT with contract presentation and act as key negotiator as needed.

• Support AMT in Business Review preparation, presentation, and follow through; attend customer meetings as needed.

• Responsible for forecasting customer volumes.

• Provide support in resolution of complex customer issues and requests, as well as assessment of customer needs to expand existing business relationships and explore new revenue channels.

• Identify at-risk customers and consult with internal leadership to assist with development of action plans to address customer concerns and opportunities.

• Responsible for coaching and development of team, to include ongoing       training of industry trends, product knowledge, customer engagement strategies, and competitive landscape intelligence.

• Drive all new service / product initiatives through AMT with concise messaging of product knowledge; supported by marketing content.

• Develop long term, mutually beneficial relationships with senior level contacts within key strategic customers.

• Work cross functionally with internal department managers to execute best practices and communication channels to ensure AMT supply’s customers with accurate data and effective information that results in high customer satisfaction along with contractual compliance.

• Work closely with Vice President of Customer Experience and broader Senior Leadership and Executive team to ensure strategic vision and initiatives are executed.

Requirements & Qualifications

• Bachelors degree

• 5+ years of related experience

• minimum of 3 years supervisory experience

OnTrac is proud to be an Equal Opportunity Employer

OnTrac is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply.

Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.