Account Manager

2 days ago

Mississauga, Ontario, Canada The Logistics Alliance Inc. Full time

Reports to: Sr. Director, Business & Account Development

Location: Langer Drive, Mississauga, ON L5N 0E8 / Remote (Hybrid)

Office Cadence: 3 days in office, 2 days remote. Some travel required.

Department: Business & Account Development

Posting type: Existing vacancy, new role

Compensation
$70,000 - $85,000 + annual performance-based bonus

Use Of AI
We do not use AI in the screening and interviewing process. A member of our team reads your resume and meets with you.

The Reality of This Role

At Logistics Alliance, you aren't just a point of contact; you are the "voice of the customer" within our walls. You are distinctly separated from day-to-day operational firefighting. Why? Because we need you to be the "long-term fix owner". While Operations stays fast and focused on moving freight, you are the thought partner investigating root causes, running scorecards, and ensuring customer issues never fall through the cracks. You absorb the complexity so the rest of the engine can run smoothly.

What Your Day Actually Looks Like

  • Morning: You're diving into a high-level customer scorecard, not just looking at the numbers, but performing a root-cause analysis on a service trend to present a long-term fix.
  • Late Morning: You're catching your breath or coaching a team member because you've mastered the "urgent vs. important" balance of a high-volume book.
  • Afternoon: You're leading a cross-functional review with Operations and IT to translate a complex customer need into a documented process improvement.
  • Late Afternoon: You're having a transparent, tough conversation with a major client to deliver "news" about a missed SLA, backed by the data they need to trust you.

You'll Thrive Here If...

  • You Have a "Strategic Lens": You don't just react to daily challenges. You strategically decide which of the team's 500 accounts need high-touch management and which need scalable support.
  • You're a Fixer, Not a Messenger: When a trend emerges, you don't just flag it; you own the escalation while bringing the right teams into the mix until a structural solution is implemented.
  • You Love to Coach: You enjoy leading a small, tight-knit team of specialists, modeling what "world-class" service looks like and helping them ramp up quickly.
  • You Speak "Data": You're a wizard in Excel, CRM, and TMS tools, using account trends to guide revenue decisions and spot upsell opportunities.
  • You Are Resilient: You can pivot quickly when business realities change, maintaining your composure and never missing a deadline.

What You Should Know…

This isn't a "sit back and watch" role. You are managing a high-volume book of up to 500 accounts. You carry the responsibility for customer retention and the company's reputation as a partner who gets it right, every time. You'll have the autonomy to act as a thought partner, but you own the outcomes, good or bad.

There are bonus points for bilingualism. It isn't required for this role, but if you can communicate in English and French, that's definitely a plus

How You'll Know You're Winning

  • Retention & Growth: Your clients see you as a differentiator, and your "wallet share" is growing because you've spotted the right opportunities.
  • Declining Issues: Recurring problems trend downward quarter-over-quarter because your long-term fixes are actually working.
  • Team Success: Your direct reports are hitting their priorities and your team's internal engagement scores are high.
  • Data Integrity: Your vendor and customer profiles are so accurate that handoffs to other departments are seamless.

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