Strategic Account Manager

About the role

This is a remote position with up to 50% travel requirements. Salary Range: $80,000 to $100,000. Benefits: Metropolitan Warehouse & Delivery standard benefits package.

Responsibilities

• Serve 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, and operational requirements.
• Champion the Voice of the Customer (VoC) by advocating for customer needs while balancing operational excellence and business objectives.
• Anticipate customer needs and proactively recommend solutions that improve service and create value.
• Lead Quarterly Business Reviews (QBRs), annual business planning sessions, and executive customer meetings focused on performance, continuous improvement, and strategic growth.
• Develop executive-level relationships across customer organizations to strengthen long-term partnerships.
• Coordinate 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 operational efficiency.
• Ensure customer onboarding and implementation projects are executed successfully.
• Lead, 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.
• Analyze 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.
• Own 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.

Qualifications

• Educational background: Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or related field preferred.
• Experience: 3-5+ 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 international logistics preferred.
• Demonstrated success growing customer relationships and managing complex accounts.
• Skills: Exceptional 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 skills in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word), CRM platforms, Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP systems, Business Intelligence and reporting tools, AI productivity tools and automation platforms.

Preferred Qualifications

• Experience working with furniture, home furnishings, or oversized products.
• Experience supporting omnichannel retail, eCommerce, and B2B distribution.
• Willingness to travel domestically and internationally.