Location

Calgary, Alberta

Category

Operations and Logistics

Job Type

Full time

Job Id

R6974

The Manager, Account Management (M-AM) is responsible for upholding corporate policy, procedure, direction, culture, and ensuring department objectives/goals are met. The M-AM helps communicate department and corporate strategies and expectations to the team and is accountable for their team’s execution, action, and result. The Manager, Account Management is responsible for fostering growth and retention of Bison’s customers by coaching and developing the Account Manager team(s). The M-AM leverage their knowledge of Bison’s modes, services, technologies, and processes along with relationships with key internal stakeholders to support Bison’s growth initiatives.

Specific responsibilities include:

Leadership

• Account Managers look to the M-AM for vision, direction, and support in day-to-day activities. It is a critical part of the Manager’s role to ensure that all the employees’ needs are met in these regards.

• The M-AM sets department and individual performance expectations. The M-AM monitors results and provides coaching and sets development strategies.

• The M-AM provides escalation support from customers or internal team members as required.

• The M-AM will be called upon to execute on corporate initiatives by participating or leading 4DX and Hoshin initiatives.

• The M-AM will regularly review Account Management processes and training programs to look for opportunity to improve productivity or performance. This may involve working closely with Enterprise Sales, Customer Operations, Continuous Improvement, Logistics or Operations.

Human Resource Management

• The M-AM is responsible for the human resource needs of the Account Management group, including collaborating on:

• Organizational structure

• Succession planning

• Recruitment, interviewing and hiring.

• Compensation plans and administration

• Staff scheduling

• Input or creation of individual development plans.

• Creating and maintaining training programs and reference materials

• Administer corrective action when necessary.

Customer Management

• The M-AM needs to have an excellent understanding of all clients within their team’s portfolio, their stage of development, growth strategies, operational requirements, and Bison’s operating plans. The M-AM must be able to lead others to achieve or exceed service and growth goals.

• The M-AM must develop customer relationships and establish themselves as a point of escalation for customer concerns or a point-person to assist in rate negotiations and/or close deals.

• The M-AM is accountable for the following:

• Customer retention and growth, including assisting Account Managers in identifying, developing and closing opportunities.

• Conduct regular opportunity funnel reviews.

• Support Enterprise Account Manager strategic account plans.

• Monitor service and communication related KPI’s and ensure items under target are being actioned.

• Review LRW’s to ensure coding accuracy related to customer expectation and we have aligned data between customer scorecards and Bison scorecards.

• Monitor committed volumes compared to actual volumes and ensure under/over performance is actioned as required.

• Monitor revenue related reporting to monitor year over year variances, accessorial collection, and overall account health.

• Provide surge price guidance to the team or direct to customers as required.

• Monitor key KPI’s related to invoicing timeliness and accuracy and action items under target.

Modes, Services & Technologies

• The M-AM is responsible to build and maintain relationships with all of Bison’s service teams to ensure the Account Management team can confidently sell all modes and services over all geographical areas.

• The M-AM should attend regular meetings or huddles to ensure they remain up to date on current challenges and business needs fostering a reciprocal feedback loop between the Account Management teams and the services they sell.

• The M-AM will work with product line leaders to develop and deliver product and sales training.

• The M-AM should facilitate the creation and distribution of content for use by the Account Managers or to send direct to customers.

Our Ideal Candidate will possess:

• 3-5 years in a similar leadership role managing day-to-day operations. Transportation industry would be considered an asset.

• Proven ability to lead and mentor a team

• Excellent human resource skills: coaching, mentoring, performance management.

• Progressive knowledge of the transportation industry including competition and trends.

• Strong customer service and relationship-building skills

• Strong communication skills: excellent oral, written and presentation skills, as well as adult learning.

• Strong organizational skills: time management, project planning, multi-tasking.

• The ability to thrive in a fast-pace, deadline-oriented environment

The job is classified under NOC Code: 60010

Why Bison:

• Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career
• Dispersed work environments that promote a healthy work-life balance
• Meaningful and impactful work and projects with an essential service provider
• Join our engaging Wellness Program & extracurricular sports teams

About Bison:

• Celebrating over 50 years in Business
• Active in giving back through Corporate Social Responsibility and Charitable Giving
• Committed to environmental sustainability

Bison Transport is committed to Diversity and Inclusion in the Workplace.