Senior Customer Account Manager

About the role

The Senior Customer Account Manager is responsible for driving strategic growth, operational excellence, and long-term relationship development across assigned brokerage customers. This role combines commercial account management, shipper experience leadership, and customer retention strategy ensuring exceptional service delivery, profitability, and alignment with NFI’s broader growth objectives. The position reports to the Director of Brokerage Operations.

Responsibilities

• Manage key customer accounts, ensuring alignment between customer expectations and NFI operational performance.
• Drive organic revenue and margin growth through opportunity identification, solution development, and cross-selling of NFI services (Intermodal, Dedicated, Warehousing, etc.).
• Deliver high quality customer experience through consistent communication, KPI execution, and proactive problem resolution.
• Create and maintain account-specific business plans, utilizing CRM and internal tools to track pipeline activity, performance metrics, and growth initiatives.
• Lead customer business reviews, presenting KPI dashboards, quarterly scorecards, and strategic insights to customers and internal stakeholders.
• Manage rate and service negotiations across FTL, LTL, and Intermodal modes, leveraging market data and pricing tools to competitively position NFI.
• Develop and oversee SOPs for each account to ensure service consistency, accurate billing, and adherence to customer requirements.
• Partner closely with operations, sales, and finance teams to ensure customer commitments are met and profitability targets are achieved.
• Proactively identify risks, bottlenecks, or service gaps and collaborate across departments to maintain performance standards.
• Provide insight and support for RFPs, pricing requests, and customer onboarding initiatives.
• Maintain awareness of market trends, capacity shifts, and lane pricing to anticipate customer needs and protect margin integrity.
• Use internal and industry tools to identify process enhancements, drive efficiency, and share best practices across the team.
• Model NFI’s culture of accountability, collaboration, and customer-first execution demonstrating a “whatever it takes” mindset to support customers and peers.

Qualifications

• Bachelor’s degree preferred.
• Minimum 5 years in freight brokerage, logistics operations, or account management (FTL, LTL, Intermodal).
• Proficiency in TMS and CRM systems (HubSpot preferred), MS Office (Word, Excel, PowerPoint), and internal pricing tools.
• Strong understanding of DOT regulations, Hours of Service, and claims processes.
• Excellent verbal and written communication, presentation, and negotiation skills; strong conflict resolution and relationship-building ability.
• Demonstrated ability to manage multiple accounts, analyze performance, and translate insights into actionable strategies.
• Commitment to continuous learning and development in line with customer and business needs.
• Ability to work a flexible schedule based on shipment volume and customer needs.

Pay

The base hourly rate for this position is $31/hour - $50/hour USD. NFI takes into consideration applicants' qualifications, experience, education, geographic location, when determining a starting rate of pay. This position is also eligible for an annual discretionary bonus.

Benefits

• Medical
• Dental
• Vision
• Prescription Drug Coverage
• 401k Plan
• Wellness Program
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• and other benefit plan options

Schedule

Ability to work a flexible schedule based on shipment volume and customer needs. Travel may be required for customer meetings, site visits, or leadership events.