CS Sr Project Support Manager

Department:

Job Description:

JOB SUMMARY:

The Strategic Accounts Manager - Executive Portfolio will serve as a senior individual contributor responsible for executive account support for the Vice Chairman and senior sales leadership. This position manages a portfolio of strategically important customer accounts, serves as a primary point of contact, and coordinates service, growth, pricing, capacity, and issue resolution across Customer Success, Sales, Operations, Logistics, Brokerage, Rail, and other internal partners. The role protects existing business, deepens customer relationships, identifies additional freight opportunities, and translates executive-priority commitments into timely, accurate execution.

The position maintains close oversight of internal activities affecting customer service obligations, monitors account health and contractual KPIs, and provides concise executive updates. Recurring administrative tracking should be streamlined or delegated where appropriate so the role can remain focused on account strategy, customer confidence, service recovery, and profitable growth.

Please note this position is on-site at Stevens Transport HQ in Dallas, Tx.

JOB DESCRIPTION:

Key Responsibilities

• Serve as the dedicated senior account manager and primary day-to-day contact for assigned executive-priority and high-value customer accounts.
• Act as a trusted extension of the Vice Chairman and senior sales leadership by translating customer commitments and commercial priorities into coordinated execution.
• Build durable customer relationships through responsive communication, proactive planning, reliable follow-through, and a clear understanding of each customer’s business requirements.
• Protect and grow assigned accounts by identifying additional freight, spot-bid, lane, pricing, and service opportunities that strengthen customer value and network efficiency.
• Partner with Sales on account development, pricing conversations, renewals, customer presentations, and new-business transitions.
• Coordinate with Customer Success, Operations, Logistics, Brokerage, Rail, analytics, and other internal teams to balance capacity and freight while meeting customer commitments.
• Maintain close oversight of bookings, shipment execution, tracking and tracing, EDI accuracy, billing-related issues, delayed pickups or deliveries, and other service risks.
• Monitor and communicate account KPIs, service levels, on-time performance, revenue and growth indicators, carrier performance, and customer-specific scorecard requirements.
• Own escalations from identification through resolution, including root-cause analysis, corrective actions, customer communication, and prevention of repeat disruptions.
• Navigate urgent or last-minute customer requests while protecting service integrity, profitability, and internal alignment.
• Provide clear, concise executive updates on account health, risks, opportunities, commitments, and required decisions.
• Support implementation and stabilization of new accounts, awarded lanes, projects, or material scope changes, ensuring clear handoffs and ownership.
• Guide and coordinate supporting CSAs, CSRs, analysts, or lane teams assigned to the accounts without assuming formal people-management responsibility unless separately assigned.
• Streamline recurring reporting and administrative work, focusing updates on actionable exceptions and using support resources appropriately.
• Maintain accurate account documentation, customer requirements, award details, SOPs, pricing inputs, and follow-up actions.
• Perform other account support and strategic projects as assigned.

QUALIFICATIONS:

Minimum Qualifications

• 3+ years of experience in transportation operations, customer success, account management, business development, sales support, or a closely related function.
• Demonstrated experience supporting complex, high-value, or strategically important customer accounts in a deadline-driven environment.
• Ability to manage a high volume of customer and internal communications while maintaining accuracy, urgency, and professional judgment.
• Working knowledge of truckload capacity, transportation networks, shipment execution, service metrics, and customer scorecards.
• Intermediate proficiency with Microsoft Excel and Microsoft 365 applications.
• Strong written, verbal, and presentation communication skills, including the ability to summarize complex issues for executive audiences.
• Proven ability to organize competing priorities, coordinate across departments, and drive issues to resolution.

Preferred Qualifications

• Experience servicing multimillion-dollar or enterprise-level customer accounts.
• Experience supporting senior executives or senior sales leaders with customer, pricing, project, or account-growth initiatives.
• Experience with spot bids, pricing interfaces, freight awards, EDI, account implementations, and service-recovery plans.
• Familiarity with AS/400 or comparable transportation management and operating systems.
• Experience in refrigerated, temperature-controlled, dry-expedited, or asset-based transportation.

SKILLS AND ABILITIES:

•     Executive communication

•     Strategic account management

•     Customer relationship building

•     Business development

•     Pricing support

•     KPI monitoring

•     Service recovery

•     Root-cause analysis

•     Problem solving

• Project management

• Data analysis

• Negotiation

• Cross-functional leadership

• Prioritization

• Attention to detail

• Adaptability

• Sense of urgency

• Teamwork

Work Experience:

• 3+ years of relevant experience in transportation operations, customer success, account management, business development, sales support, or a closely related function.

Education:

• Bachelor’s degree in business, supply chain, logistics, transportation, or a related field preferred.

Physical Demands:

• Primarily performs work in a professional office environment using a computer, telephone, and other standard office equipment.
• Must be able to communicate frequently with customers, executives, and internal partners through in-person, telephone, video, and written channels.
• May occasionally visit operational areas or customer locations and may require limited travel based on account needs.
• Must be able to respond to time-sensitive customer or service issues outside standard business hours when required by assigned accounts.

Workshift:

Education:

In compliance with Federal and State equal employment opportunity laws, qualified candidates are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.