Director, Account Management

Director, Account Management

The Director, Account Management is responsible for leading the customer experience strategy by developing and monitoring KPIs, conducting Quarterly Business Reviews (QBRs), and driving continuous improvement initiatives. This role works cross-functionally with sales representatives and internal departments to ensure customer satisfaction, account growth, and operational excellence. Reporting to the EVP of Customer Relations, the Director collaborates closely with Customer Service Supervisors and Managers, creates training programs, and leads issue resolution strategies to support high customer satisfaction. The Director will also participate in and lead departmental projects as assigned.

Essential Duties and Responsibilities :

Team Leadership & Development

• Provide mentorship, coaching, and professional development for the customer service team.
• Develop, monitor, and maintain team KPIs.
• Lead the hiring and onboarding of new team members.
• Oversee knowledge management development and reporting.
• Establish long-term departmental strategies for sustained growth and development.
• Implement continuous improvement initiatives to increase team efficiency.

Service Delivery & Process Management

Customer Success & Account Management

Additional Responsibilities :

Qualifications :

Education :

Language Skills :

Mathematical Skills :

Reasoning Ability :

Computer Skills :

Physical Demands :

Work Environment :

Employer Rights :

This job description is intended to provide general guidance for the role of Director, Account Management. It is not exhaustive and may be modified by RJW Logistics Group, Inc. at any time. Performance will be assessed based on the responsibilities listed here as well as any additional duties as assigned by leadership.

Employment At-Will :

Employment at RJW Logistics Group, Inc. is at-will unless otherwise governed by a written contract authorized by the Company's CEO or Board of Directors. This means that either the employee or the Company may terminate employment at any time, with or without cause or notice.