Senior Account Manager

Trinity Industries is seeking a Senior Account Manager for RSI Logistics , at Trinity’s corporate headquarters in Dallas, Texas .

You will provide account management leadership and support including establishing clear roles, priorities, performance expectations, and accountability for the account management team.

What you'll do:

• Establish and continuously improve the Account Management operating model, including customer segmentation, engagement standards, account planning, playbooks, and team rhythms
• Build team capability in executive communication, commercial acumen, customer value articulation, root cause analysis, and cross-functional leadership
• Own the customer health, retention, and renewal framework, ensuring each account has a current view of relationship strength, adoption, service performance, financial health, risk, and growth potential
• Establish indicators and intervention thresholds for churn risk, service disruption, billing concerns, unresolved commitments, and customer dissatisfaction
• Lead customer health reviews and ensure at-risk accounts have documented recovery plans, measurable actions, clear ownership, and leadership support

Client Onboarding and Adoption

• Own the customer onboarding and adoption lifecycle from commercial handoff through implementation, stabilization, and transition to ongoing Account Management
• Ensure customer goals, scope, dependencies, risks, billing setup, roles, milestones, and measures of success are clearly documented and managed
• Use post-onboarding reviews and customer feedback to improve future implementations, handoffs, education, and enablement

Escalation and Customer Recovery

• Establish a consistent escalation and hyper care model with clear severity levels, response expectations, communication protocols, action tracking, and closure standards
• Lead cross-functional investigation, root-cause analysis, recovery planning, corrective action, and customer communication
• Maintain leadership visibility into material customer risks and use recurring themes to drive systemic process, product, service, or training improvements

Service Delivery and Value Realization

• Partner with Product, Service Delivery, and other functions to define service expectations, performance measures, and corrective-action processes
• Ensure customer commitments and actions are documented, assigned, communicated, and closed
• Use operating data, customer feedback, and usage trends to improve service quality and translate outcomes into clear value narratives and strategic roadmaps

Commercial Governance and Operational Excellence

• Provide governance for revenue retention, pricing and scope alignment, billing accuracy, service cost, profitability, renewal exposure, and commercial risk.
• Identify underpriced, over-serviced, out-of-scope, or unprofitable work and drive corrective action through pricing, scope, process, operating-model, or contract changes.
• Establish metrics and reporting that provide visibility into customer health, retention, onboarding, escalations, service performance, financial performance, and growth opportunities.
• Maintain strong CRM and reporting discipline and drive continuous improvement across customer-facing processes, systems, training, and resource allocation.

What you'll need:

• Bachelor’s degree in Business, Supply Chain, Logistics, Transportation, Technology, or a related field, or equivalent relevant experience required
• 8+ years of demonstrated experience in account management, customer success, client services, service delivery, or a related customer-facing function
• Experience leading customer-facing teams and complex, high-value customer relationships involving operational and executive stakeholders
• Experience establishing customer health, onboarding, retention, escalation, hypercare, service delivery, or performance governance practices
• Strong financial and commercial acumen, including revenue retention, billing, pricing, scope, costing, profitability, or margin management
• Ability to interpret customer and operating data, build meaningful scorecards, identify root causes, and drive corrective action
• Strong executive communication, facilitation, negotiation, presentation, and cross-functional influence skills
• Experience with CRM systems, account planning, customer reporting, and performance management; ability to travel as business needs require

Preferred Qualifications

• Experience in rail, industrial transportation, logistics, supply chain, fleet management, transportation technology, or managed services
• Experience with enterprise SaaS, logistics technology, data platforms, analytics, transportation management, telematics, freight audit and payment, rates, equipment management, or visibility solutions
• Experience leading strategic renewals, pricing or contract changes, adoption programs, organizational change, customer recovery, or executive business reviews
• Continuous improvement, quality management, Lean, Six Sigma, or structured root-cause analysis experience

Key Success Measures

• Customer retention, renewal readiness, health improvement, and risk reduction
• Onboarding quality, customer adoption, time-to-value, and value realization
• Escalation resolution, hyper care effectiveness, service quality, and commitment performance
• Billing accuracy, dispute prevention, revenue retention, profitability, and qualified account growth
• Team development, consistency, accountability, and operating discipline