Account Manager, Flex

Role Overview

Mission: To build and sustain long-term, high-value customer partnerships by ensuring consistent delivery, driving measurable outcomes, and positioning Riverstone as a critical enabler of our customers’ success.

Core Objective: Own the full post-sale customer lifecycle for strategic accounts—maximizing retention, driving expansion, and ensuring customers realize continuous value from the Riverstone platform.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts post-sale
• Build trusted relationships with customer stakeholders across operations, supply chain, and leadership
• Collaborate cross-functionally with internal Operations, Sales, Finance, and IT teams to deliver consistent, high-quality service and measurable results for customers
• Lead regular check-ins, business reviews, and performance discussions
• Ensure customers are actively using and receiving value from the Onward platform
• Identify opportunities for account expansion, additional markets, or increased usage
• Partner with Sales and leadership on renewals, upsells, and expansions
• Coordinate internally to resolve customer issues and escalations
• Work closely with Account Coordinators, Shared Services, and Operations to ensure reliable execution
• Ensure customer expectations are aligned with operational reality and platform capabilities
• Monitor and analyze account activity to identify trends, challenges, and opportunities for improvement
• Gather and synthesize customer feedback
• Translate customer needs into clear input for Product and Operations
• Advocate internally for customer-driven improvements and prioritization

Minimum Qualifications

• 1-2 years of logistics, transportation, or brokerage experience in customer-facing or account management roles
• Proven ability to manage multiple priorities and high-volume operations in a fast-paced environment
• Strong working knowledge of TMS platforms and logistics lifecycle processes
• Excellent verbal and written communication skills, with a customer-first approach
• Demonstrated problem-solving skills and ability to think strategically
• Proficient in Microsoft Office, especially Excel; ability to learn new systems quickly
• Bachelor's degree in business, Supply Chain, or related field
• Experience managing or supporting enterprise-level accounts
• Prior exposure to final mile or dedicated delivery operations is preferred

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to effectively communicate with coworkers and outside stakeholders in person both on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.