Strategic Account Manager

Who We Are:

Crowley is a privately held, U.S.-owned and operated company serving the maritime, logistics and energy industries with scale in 36 nations and island territories. Our Purpose is to bravely advance what’s possible to elevate people and planet, guided by our values of Integrity, Sustainability and Drive.

With more than $3 billion in annual revenue, our solutions provide integrated supply chains with a commitment to safety and reliability in our ocean and land transportation services and facilities.

We set high standards, operate with discipline, and continuously improve how we work. Performance, operational excellence and innovation drive how we compete, grow and deliver to our customers and partners.

Work Arrangement:

Hybrid

What You'll Do:

Responsible for building trusted relationships and growing profitable revenue with an assigned base of strategic customers in a region. Growth is generated through incremental volume, expanded service adoption, and increased market share within existing accounts—not through new-logo acquisition or unrelated new-business development. The role owns the overall account strategy and customer experience, including retention, service performance, commercial outcomes, and long-term partnership value. Working within established region's priorities and approved commercial frameworks, the Strategic Account Manager is an individual contributor with no direct reports and serves as the commercial owner and primary relationship lead for assigned accounts. The role independently develops and executes comprehensive account plans, builds relationships across customer decision-makers and influencers, identifies incremental and market-share growth opportunities within the assigned account base, and influences Trade, Pricing, Operations, Customer Service, Finance, and other stakeholders to deliver customer outcomes and sustainable revenue growth. The role also leads a structured quarterly business review process for each assigned account.

Key Responsibilities:

Account Performance & Revenue Growth

• Deliver retention, revenue, volume, profitability, and market-share objectives for the assigned strategic account base in the region through disciplined account management and commercial execution.
• Generate incremental growth within assigned accounts by increasing share of wallet, expanding volume, improving customer penetration, and introducing relevant services and solutions.
• Develop and execute account-specific growth plans based on the customer’s business priorities, current service portfolio, addressable volume, competitive position, and market-share potential.
• Monitor account performance against agreed goals and identify gaps, risks, and actions required to protect and expand existing business.
• Focus commercial activity on retention and organic growth within the assigned account base; this role is not responsible for new-logo prospecting or acquisition.

Strategic Account Ownership, Growth & Retention

• Own the end-to-end relationship and commercial performance for an assigned portfolio of strategic accounts within the region, with clear accountability for retention, incremental growth, market-share expansion, profitability, and customer value.
• Create and maintain comprehensive account plans covering customer priorities, supply-chain needs, revenue and volume trends, profitability, current share of wallet, addressable market share, competitive position, risks, service performance, and growth actions.
• Map and develop relationships across executive sponsors, decision-makers, influencers, procurement, operations, and finance to build broad, durable partnerships.
• Lead structured quarterly business reviews for each assigned account, supported by a standard agenda and scorecard covering performance against commitments, service metrics, revenue and volume trends, market-share progress, customer priorities, risks, growth opportunities, and agreed actions.
• Prepare QBR materials with cross-functional input, document decisions and commitments, assign owners and due dates, and track actions to closure before the next review.
• Identify and execute opportunities within assigned accounts to expand share of wallet, capture incremental volume, improve customer value, and protect the business from competitive or service-related risks.
• Serve as the primary commercial contact and internal advocate for assigned strategic customers, ensuring clear ownership, responsiveness, and follow-through.

Existing Account Growth & Opportunity Management

• Build and maintain a qualified pipeline of incremental revenue, volume, service-expansion, and market-share opportunities within the assigned account base.
• Quantify each account’s current business, addressable opportunity, competitive allocation, and realistic share-growth potential.
• Develop opportunity plans that define the customer need, value proposition, revenue and volume potential, required internal actions, decision process, and timing.
• Manage opportunity progression and conversion through disciplined follow-up with customer and internal stakeholders.
• Maintain accurate visibility into account growth opportunities and clearly distinguish organic account expansion from new-logo business development.

Commercial Execution & Cross-Functional Coordination

• Collaborate with cross-functional account team across Trade, Pricing, Operations, Customer Service, Finance, Contracting, and other stakeholders, establishing clear priorities, actions, owners, and timelines.
• Translate customer strategies and supply-chain requirements into coordinated commercial and operational plans that align customer expectations with service capabilities.
• Coordinate pricing actions, contract renewals, bids, service initiatives, and growth programs within approved commercial frameworks.
• Maintain a single, current view of account commitments, opportunities, risks, service issues, receivables, and upcoming customer decisions.
• Ensure internal stakeholders understand the customer’s priorities and deliver consistently against agreed account objectives.
• Customer Issue Resolution & Commercial Responsiveness Own the commercial coordination of significant customer, service, billing, and contract issues from identification through resolution and customer follow-up.
• Maintain visibility to root causes, corrective actions, owners, deadlines, and recurring trends; escalate material risks promptly and appropriately.
• Communicate proactively with customers during disruptions or changes and ensure commitments are documented and completed.
• Lead customer recovery and retention plans when service, competitive, or commercial risks threaten the relationship or revenue.
• Use issue trends and customer feedback to drive continuous improvement and strengthen the overall account experience.

Customer Issue Resolution & Commercial Responsiveness

• Own the commercial coordination of significant customer, service, billing, and contract issues from identification through resolution and customer follow-up.
• Maintain visibility to root causes, corrective actions, owners, deadlines, and recurring trends; escalate material risks promptly and appropriately.
• Communicate proactively with customers during disruptions or changes and ensure commitments are documented and completed.
• Lead customer recovery and retention plans when service, competitive, or commercial risks threaten the relationship or revenue. Use issue trends and customer feedback to drive continuous improvement and strengthen the overall account experience.

Market Intelligence & Business Insights

• Monitor assigned-customer activity, competitive developments, market trends, and changes that may affect retention or growth in the region.
• Gather customer feedback and market intelligence to understand current share, competitive allocation, unmet needs, and incremental growth potential within assigned accounts.
• Identify opportunities to improve customer experience, deepen existing relationships, and strengthen competitive positioning.
• Provide recommendations regarding account growth opportunities, market-share expansion, retention priorities, and service improvements.
• Support account and market performance reviews through customer, opportunity, competitive, and market insights.

Sales Planning, Forecasting & Performance Visibility

• Maintain accurate forecasts, account growth pipelines, customer activity plans, and QBR schedules for the assigned account base.
• Ensure timely and accurate use of CRM systems and commercial reporting tools.
• Monitor retention, revenue, volume, profitability, share-of-wallet, market-share, service, and opportunity metrics to support account objectives.
• Provide visibility into incremental growth opportunities, account risks, customer commitments, and performance trends.
• Contribute to forecasting and commercial reporting processes and ensure QBR scorecards are complete, accurate, and action-oriented.

Account Leadership & Governance

• Act as the account leader, aligning internal stakeholders around a clear account strategy, shared goals, and measurable customer and business outcomes.
• Establish and manage an account governance cadence that includes internal account reviews, customer business reviews, opportunity checkpoints, risk reviews, and action tracking.
• Influence cross-functional outcomes through credibility, customer insight, data, and sound commercial judgment in a matrixed organization.
• Maintain clear accountability for commitments made to the customer and ensure timely follow through by all responsible parties.
• Promote customer focus, collaboration, disciplined execution, and continuous improvement across the account team.

Account Insights, CRM & Continuous Improvement

• Maintain accurate CRM records, account plans, stakeholder maps, opportunity pipelines, contact reports, and action logs for each assigned customer.
• Track revenue, volume, yield, profitability, service performance, customer sentiment, contract milestones, and share-of-wallet opportunities to maintain a 360-degree view of account health.
• Use account data and customer feedback to identify trends, prioritize actions, and improve the customer experience.
• Share relevant customer and market intelligence with internal stakeholders to support better commercial and operational decisions.
• Continuously refine account strategies and action plans based on performance, changing customer priorities, and market conditions.

Experience:

5+ years of experience in strategic account management, key account management, logistics, transportation, supply chain, commercial operations, or related business functions.

Education & Credentials:

Bachelor's degree in Business, Marketing, Logistics, Supply Chain, Transportation, or related field; or equivalent combination of post-high school education and experience.

Technical Skills:

Proficient in Microsoft Office products, including Excel, Outlook, PowerPoint, and Word. Experience utilizing CRM systems, account opportunity management tools, QBR scorecards, and account performance reporting applications. Ability to analyze sales performance, customer activity, and business trends using commercial reporting tools.

Other:

Ability to travel as needed.

Competencies:

Demonstrated ability to build and maintain strong customer relationships while identifying opportunities to grow customer value and business performance. Strong verbal and written communication skills with the ability to effectively communicate with customers, commercial stakeholders, and operational teams. Proven ability to manage multiple strategic customer accounts and competing priorities while maintaining strong organization, responsiveness, and execution discipline. Skilled in account planning, relationship management, organic growth opportunity development, structured QBRs, and follow-through. Strong analytical and problem-solving capabilities with the ability to assess customer needs, identify market opportunities, evaluate business risks, and recommend actions that support growth and retention objectives. Demonstrated ability to operate independently, take full ownership of account outcomes, and influence cross-functional stakeholders without formal authority through collaboration, credibility, customer insight, and sound business judgment. Commitment to customer focus, relationship management, retention, incremental account growth, market-share expansion, commercial execution, accountability, and continuous improvement within a fast-paced commercial environment.

What We Offer? 

We inspire top talent by offering a comprehensive and competitive package that supports the diverse needs of our people—on land, at sea, in offices, and remotely.

Our Total Rewards include:

• Competitive pay with recognition programs 
• Comprehensive benefits: medical, dental, and vision insurance, life and disability coverage, and paid vacation and holidays
• Leave and family support: parental leave and sick leave
• Learning and growth: access to training and development for continuous skill development
• Well-being resources: Employee Assistance Program, wellness program, and gym membership discounts

At Crowley, we invest in you—your success, your health, and your future.

#LI-Hybrid