Strategic Account Manager

Technical SkillsMicrosoft Office Suite (Excel, PowerPoint, Outlook, Word)CRM platformsWarehouse Management Systems (WMS)Transportation Management Systems (TMS)ERP systemsBusiness Intelligence and reporting toolsAI productivity tools and automation platformsPreferred QualificationsExperience working with furniture, home furnishings, or oversized products. This role isresponsible for developing long-term customer relationships, driving customer satisfaction andretention, and identifying opportunities for organic account growth while ensuring operationalexcellence across all warehousing, transportation, and logistics services.

**We are hiring for 2 positions:  ideally 1 in the Midwest & 1 on the East Coast.  Candidates must be within local driving distance of a major airport.**This is a remote position with up to 50% travel requirements.  Salary Range: $80,000 to $100,000Benefits: Metropolitan Warehouse & Delivery standard benefits packageLocation: This position may be based in any major U.S. metropolitan area with convenient access to amajor international airport. Regular travel is required.Travel: Up to 40-50% travel, including customer visits, business reviews, industry events, and internal meetings throughout North America, with occasional international travel as required.Schedule: Primarily Monday through Friday, 8:00 a.m. to 5:00 p.m. in the employee's local time zone,with flexibility to support customer meetings and business needs across multiple U.S. time zones andoccasional international meetings outside normal business hours.Position Overview - The Strategic Account Manager (SAM) serves as the strategic business partnerand primary point of contact for Metropolitan Warehouse & Delivery's customer portfolio. This role isresponsible for developing long-term customer relationships, driving customer satisfaction andretention, and identifying opportunities for organic account growth while ensuring operationalexcellence across all warehousing, transportation, and logistics services.The SAM serves as the Voice of the Customer (VoC) within Metropolitan, partnering closely withOperations, Finance, IT, and Sales to ensure customer expectations, contractual commitments, keyperformance indicators (KPIs), and service level agreements (SLAs) are consistently achieved. Therole also works closely with international customers, suppliers, and partners, requiring strong cross-cultural communication and the ability to support customers conducting business across multipleregions.This position requires a commercially focused leader who can balance strategic account management,operational execution, business development, and customer advocacy while leading cross-functionalteams to deliver an exceptional customer experience. The successful candidate will proactively identifyopportunities to strengthen customer relationships, improve operational performance, expandMetropolitan's share of wallet, and support the long-term growth of strategic accounts.Primary ResponsibilitiesCustomer Relationship ManagementServe as the point of contact for assigned strategic customer accounts.Build trusted relationships with customer stakeholders at all organizational levels.Develop a deep understanding of each customer's business, growth strategy, products, andoperational requirements.Champion the Voice of the Customer (VoC) by advocating for customer needs while balancingoperational excellence and business objectives.Anticipate customer needs and proactively recommend solutions that improve service andcreate value.Lead Quarterly Business Reviews (QBRs), annual business planning sessions, and executivecustomer meetings focused on performance, continuous improvement, and strategic growth.Develop executive-level relationships across customer organizations to strengthen long-termpartnerships.Champion the Voice of the Customer across the organization.Account Growth & Commercial ManagementDevelop strategic account plans focused on customer retention, expansion, and long-termpartnership growth.Identify opportunities to expand warehousing, transportation, fulfillment, and value-addedservices.Partner with Business Development on account expansion opportunities and new customerimplementations.Support contract renewals, pricing discussions, Statements of Work (SOWs), and commercialnegotiations.Participate in customer presentations, site visits, and facility tours.Operational ExcellenceCoordinate cross-functional teams to ensure successful execution of customer programs.Monitor service performance against KPIs and SLAs.Lead resolution of operational issues through root cause analysis and corrective actions.Drive continuous improvement initiatives that enhance customer experience and operationalefficiency.Ensure customer onboarding and implementation projects are executed successfully.LeadershipLead, mentor, and develop Customer Service Representatives and account support staff.Establish clear priorities and accountability across assigned account teams.Foster collaboration between Customer Service, Operations, Transportation, and Sales.Promote a culture of urgency, ownership, accountability, and continuous improvement.Reporting & AnalyticsAnalyze customer performance metrics, operational trends, and financial performance.Prepare executive-level reports, dashboards, and customer scorecards.Monitor profitability, account health, and customer satisfaction.Present recommendations for operational improvements and growth opportunities.Customer Issue ResolutionOwn the escalation process for customer concerns.Coordinate cross-functional teams to resolve issues quickly and effectively.Identify root causes and implement long-term corrective actions.Communicate proactively with customers regarding issue resolution and service recovery.QualificationsEducation:  Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, orrelated field preferred.Experience3-5+ years of experience in Account Management, Customer Success, Business Development,Supply Chain, or Logistics.Experience managing strategic or enterprise customer relationships.Experience in warehousing, transportation, fulfillment, 3PL, freight forwarding, or internationallogistics preferred.Demonstrated success growing customer relationships and managing complex accounts.Required SkillsExceptional relationship management skills.Strong executive communication and presentation skills.Strategic planning and problem-solving abilities.Ability to influence cross-functional teams without direct authority.Strong analytical and financial acumen.Excellent project management skills.Experience managing multiple priorities in a fast-paced environment.High level of professionalism and customer focus.Technical SkillsMicrosoft Office Suite (Excel, PowerPoint, Outlook, Word)CRM platformsWarehouse Management Systems (WMS)Transportation Management Systems (TMS)ERP systemsBusiness Intelligence and reporting toolsAI productivity tools and automation platformsPreferred QualificationsExperience working with furniture, home furnishings, or oversized products.Experience supporting omnichannel retail, eCommerce, and B2B distribution.Willingness to travel domestically and internationally.Core CompetenciesCustomer FocusExecutive PresenceStrategic ThinkingCommercial AcumenLeadershipRelationship BuildingOperational ExcellenceProblem SolvingAccountabilityContinuous ImprovementCross-Functional CollaborationDecision MakingCommunicationAdaptability