**We are hiring for 2 positions: ideally 1 in the Midwest1 on the East Coast. Candidates must be within local driving distance of a major airport.**
This is a remote position with up to 50% travel requirements.
Salary Range: $80,000 to $100,000
Benefits: Metropolitan WarehouseDelivery standard benefits package
Location: This position may be based in any major U.S. metropolitan area with convenient access to a
major international airport. Regular travel is required.Travel: Up to 40-50% travel, including customer visits, business reviews, industry events, and internal meetings throughout North America, with occasional international travel as required.
Schedule: Primarily Monday through Friday, 8:00 a.m. to 5:00 p.m. in the employee's local time zone,
with flexibility to support customer meetings and business needs across multiple U.S. time zones and
occasional international meetings outside normal business hours.
Position Overview - The Strategic Account Manager (SAM) serves as the strategic business partner
and primary point of contact for Metropolitan WarehouseDelivery's customer portfolio. This role is
responsible for developing long-term customer relationships, driving customer satisfaction and
retention, and identifying opportunities for organic account growth while ensuring operational
excellence across all warehousing, transportation, and logistics services.
The SAM serves as the Voice of the Customer (VoC) within Metropolitan, partnering closely with
Operations, Finance, IT, and Sales to ensure customer expectations, contractual commitments, key
performance indicators (KPIs), and service level agreements (SLAs) are consistently achieved. The
role also works closely with international customers, suppliers, and partners, requiring strong cross-
cultural communication and the ability to support customers conducting business across multiple
regions.
This position requires a commercially focused leader who can balance strategic account management,
operational execution, business development, and customer advocacy while leading cross-functional
teams to deliver an exceptional customer experience. The successful candidate will proactively identify
opportunities to strengthen customer relationships, improve operational performance, expand
Metropolitan's share of wallet, and support the long-term growth of strategic accounts.
Primary Responsibilities
Customer Relationship Management
Serve as the point of contact for assigned strategic customer accounts.
Build trusted relationships with customer stakeholders at all organizational levels.
Develop a deep understanding of each customer's business, growth strategy, products, and
operational requirements.
Champion the Voice of the Customer (VoC) by advocating for customer needs while balancing
operational excellence and business objectives.
Anticipate customer needs and proactively recommend solutions that improve service and
create value.
Lead Quarterly Business Reviews (QBRs), annual business planning sessions, and executive
customer meetings focused on performance, continuous improvement, and strategic growth.
Develop executive-level relationships across customer organizations to strengthen long-term
partnerships.
Champion the Voice of the Customer across the organization.
Account GrowthCommercial Management
Develop strategic account plans focused on customer retention, expansion, and long-term
partnership growth.
Identify opportunities to expand warehousing, transportation, fulfillment, and value-added
services.
Partner with Business Development on account expansion opportunities and new customer
implementations.
Support contract renewals, pricing discussions, Statements of Work (SOWs), and commercial
negotiations.
Participate in customer presentations, site visits, and facility tours.
Operational Excellence
Coordinate cross-functional teams to ensure successful execution of customer programs.
Monitor service performance against KPIs and SLAs.
Lead resolution of operational issues through root cause analysis and corrective actions.
Drive continuous improvement initiatives that enhance customer experience and operational
efficiency.
Ensure customer onboarding and implementation projects are executed successfully.
Leadership
Lead, mentor, and develop Customer Service Representatives and account support staff.
Establish clear priorities and accountability across assigned account teams.
Foster collaboration between Customer Service, Operations, Transportation, and Sales.
Promote a culture of urgency, ownership, accountability, and continuous improvement.
ReportingAnalytics
Analyze customer performance metrics, operational trends, and financial performance.
Prepare executive-level reports, dashboards, and customer scorecards.
Monitor profitability, account health, and customer satisfaction.
Present recommendations for operational improvements and growth opportunities.
Customer Issue Resolution
Own the escalation process for customer concerns.
Coordinate cross-functional teams to resolve issues quickly and effectively.
Identify root causes and implement long-term corrective actions.
Communicate proactively with customers regarding issue resolution and service recovery.
Qualifications
Education: Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or
related field preferred.
Experience
3-5+ years of experience in Account Management, Customer Success, Business Development,
Supply Chain, or Logistics.
Experience managing strategic or enterprise customer relationships.
Experience in warehousing, transportation, fulfillment, 3PL, freight forwarding, or international
logistics preferred.
Demonstrated success growing customer relationships and managing complex accounts.
Required Skills
Exceptional relationship management skills.
Strong executive communication and presentation skills.
Strategic planning and problem-solving abilities.
Ability to influence cross-functional teams without direct authority.
Strong analytical and financial acumen.
Excellent project management skills.
Experience managing multiple priorities in a fast-paced environment.
High level of professionalism and customer focus.
Technical Skills
Microsoft Office Suite (Excel, PowerPoint, Outlook, Word)
CRM platforms
Warehouse Management Systems (WMS)
Transportation Management Systems (TMS)
ERP systems
Business Intelligence and reporting tools
AI productivity tools and automation platforms
Preferred Qualifications
Experience working with furniture, home furnishings, or oversized products.
Experience supporting omnichannel retail, eCommerce, and B2B distribution.
Willingness to travel domestically and internationally.
Core Competencies
Customer Focus
Executive Presence
Strategic Thinking
Commercial Acumen
Leadership
Relationship Building
Operational Excellence
Problem Solving
Accountability
Continuous Improvement
Cross-Functional Collaboration
Decision Making
Communication
Adaptability
