Freight Forwarder, Ocean Importer, McAllen, Air & Sea US

Location: USA - McAllen, 701 E. Expressway Division: Air & Sea

About the role

The House Account Retention Manager is responsible for managing and nurturing relationships with key clients (house accounts) to ensure long-term satisfaction, retention, and growth. This role requires a deep understanding of customer needs, proactive communication, and a strategic approach to building lasting partnerships. The House Account Retention Manager will work closely with cross-functional teams to deliver exceptional service and align client expectations with company offerings.

Responsibilities

• Serve as the main point of contact for house accounts, building and maintaining strong, long-term relationships with key decision-makers.
• Monitor client health, ensuring satisfaction and identifying opportunities for growth, risk, or upsell.
• Develop personalized retention strategies for each account, understanding their unique needs, business goals, and challenges.
• Proactively reach out to clients for regular check-ins, ensuring ongoing value from services/products.
• Address and resolve client concerns, collaborating with internal teams to ensure swift and effective solutions.
• Anticipate client needs and recommend tailored solutions to maximize the client experience.
• Develop and execute strategies to increase client retention and reduce churn, including offering proactive support and regular business reviews.
• Work closely with the sales team to identify at-risk accounts and implement retention measures to prevent account loss.
• Identify expansion opportunities within existing accounts and collaborate with sales to upsell or cross-sell additional services/products.
• Track and analyze client metrics (e.g., satisfaction, renewal rates, product usage) to identify trends and areas for improvement.
• Provide regular reports on client health, retention efforts, and KPIs to senior management.
• Work closely with the Customer Support, Sales, and Product teams to ensure alignment on client goals, resolve issues, and execute improvement initiatives.
• Participate in internal meetings to provide insights into client needs and potential enhancements to products/services.
• Assist in onboarding new house accounts, providing necessary training, resources, and support for a smooth transition.
• Educate clients on product features, best practices, and upcoming features to maximize value.
• Gather feedback from clients and provide actionable insights to product and marketing teams to help improve the customer experience.
• Serve as an internal advocate for clients, helping shape company offerings based on client needs and feedback.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field (preferred).
• 3-5 years of experience in account management, customer success, or a related role, ideally in a B2B environment.
• Proven track record of maintaining and growing client relationships, with a focus on retention and customer satisfaction.

Skills

• Mathematical Skills: Ability to perform basic mathematical calculations, such as calculating costs and rates.
• Other Skills: Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels; problem-solving mindset with the ability to manage and resolve client concerns effectively; excellent organizational skills and ability to manage multiple client accounts simultaneously; strong analytical skills to measure client health and develop actionable insights.
• Language Skills: Fluency in English is required; knowledge of additional languages is a plus.
• Computer Literacy: Proficiency in Microsoft Office Suite; experience with logistics software and systems is preferred.

Pay

The expected base pay range is $18.45 – $23.06 annually. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Benefits

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.