Strategic Account Manager

SUMMARY

• The Strategic Account Manager is an operations-heavy, customer-facing role
• responsible for the full lifecycle of assigned accounts: day-to-day execution,
• carrier sourcing and relationship management, service recovery, and — critically
• — account penetration and organic growth. This is not a sitback-
• and-maintain role. The right candidate runs their book of business like an
• owner: covering freight, solving problems before customers
• know they exist, expanding market share within existing accounts, and working
• shoulder-to-shoulder with a collaborative sales and operations
• team.

KEY RESPONSIBILITIES

• Account Ownership & Growth
• Serve as the primary point of contact for assigned customer accounts,
• owning the relationship from tender to invoice.
• Penetrate existing accounts by identifying new lanes, modes, facilities, and

decision-makers; grow revenue and margin within the current book.

• Develop account plans with volume targets, margin goals, and expansion

strategies; review progress with leadership on a regular cadence.

• Conduct regular business reviews (QBRs) with key customers covering service

metrics, market conditions, and new opportunities.

Carrier Relationships

• Build and maintain a reliable core carrier base for assigned lanes and

equipment types.

• Negotiate rates that balance carrier retention with customer margin targets.
• Track carrier performance (on-time %, claims, communication) and develop

preferred carrier relationships accordingly.

Operations & Execution

• Manage daily load execution end-to-end: quoting, booking, dispatch, tracking,

and proactive customer updates in the TMS.

• Source, negotiate, and cover freight across flatbed, specialized, and

open-deck equipment with a focus on service and margin.

• Own service recovery — when things go sideways, communicate early, present

solutions, and protect the relationship.

• Maintain clean, accurate data in the TMS and CRM: load details, rates,

contacts, notes, and account activity.

• Ensure all carriers meet Armstrong's carrier vetting and compliance standards

before dispatch — no exceptions.

Team & Collaboration

• Work closely with sales, operations, and back-office teams to onboard new

accounts and hand off cleanly.

• Share market intelligence, capacity insight, and pricing feedback with the

broader team.

• Support teammates' accounts during coverage gaps — we win and lose as a team.
• Contribute to SOPs and process improvements that make the whole operation

faster and more consistent.

MINIMUM QUALIFICATIONS

• Minimum 5 years of freight brokerage experience in an account management,

carrier sales, or customer operations role.

• Proven track record of growing revenue within existing accounts (account

penetration, lane expansion, mode diversification).

• Strong carrier sourcing and rate negotiation skills; established carrier

relationships a plus.

• Working knowledge of TMS platforms and CRM systems; disciplined about data

hygiene.

• Experience with flatbed, open-deck, or specialized freight strongly

preferred.

• Excellent written and verbal communication — able to deliver bad news early

and good news with detail.

• High sense of urgency, ownership mentality, and comfort operating in a

fast-paced, collaborative team environment.

PREFERRED QUALIFICATIONS

• Experience supporting industrial, construction, energy, or data center

customers.

• Familiarity with drayage, transloading, or warehousing operations.
• Bachelor's degree in business, logistics, supply chain, or equivalent

practical experience.

COMPENSATION & BENEFITS

• Competitive base salary plus performance-based commission/bonus structure.
• Clear growth path — top performers earn larger books, bigger accounts, and

leadership opportunities.

• Collaborative, high-performance team culture in a growing Memphis-based

company.

PHYSICAL REQUIREMENTS: