Manager Enterprise Accounts

Job Purpose:  The Manager of Enterprise Accounts is responsible for leading and developing a team of Customer Service Managers and Supervisors dedicated to RJW’s highest-value enterprise accounts. This position ensures best-in-class customer service delivery, strategic relationship management, and operational excellence across top-revenue accounts.

Reporting directly to the Director of Account Management, this role oversees customer service functions for enterprise clients—managing escalations, performance, and service delivery while partnering with internal departments to drive efficiency, profitability, and long-term customer success.

The Manager of Enterprise Accounts will serve as both a people leader and a strategic liaison, fostering a culture of accountability, collaboration, and proactive service across all enterprise teams.

Essential Duties and Responsibilities:

Team

• Provide mentorship to the entire Retail Customer Service Team
• Establishes performance metrics for measurement, comparison, or evaluations.
• Hires and trains Customer Service Supervisors
• Knowledge management development/reporting
• Word load management
• Manage progressive discipline when necessary.
• Manage work schedules/PTO Requests
• Conduct performance evaluations

Enterprise Account Oversight

• Oversee service delivery for RJW’s top accounts by revenue, ensuring consistency, quality, and alignment with contractual and performance expectations.
• Act as an escalation point for enterprise-level issues, resolving customer concerns efficiently and maintaining customer satisfaction.
• Develop and maintain high-level relationships with key client stakeholders.
• Collaborate with Sales, Operations, and Finance to ensure account health
• Establish cadence for Quarterly Business Reviews to review service and find any additional opportunity

Strategic Service Management

• Implement standardized processes, tools, and performance reporting to ensure scalability and transparency across enterprise accounts.
• Lead KPI development, monitoring, and reporting—driving continuous improvement in service metrics.
• Partner with internal technology and operations teams to optimize customer service workflows and leverage automation or system enhancements.
• Support onboarding and transition of new enterprise customers, ensuring a seamless service experience from implementation through steady-state.

Services

• Program development/Upsell additional products/services
• KPI management
• Key relationship development
• Process management
• Front / wizard / general 'technologies' process management

Customer Success

• KPI management/reporting
• High level relationships development/management
• Onboarding management
• Profitability management

Additional Responsibilities:

• Excellent verbal and written skills.
• Knowledge and ability to enter data in Logistics software.
• Excellent problem solving and resolution skills.
• Ability to work under pressure situations.
• Ability to Multi-task.
• Detail oriented.
• General office management experience.

Qualifications:

• 3 years’ experience in Account Management in the logistics/transportation field and or retail market.
• Minimum 2-year supervisory experience