Client Partnering - Major Accounts Manager

Position Summary : Primarily working Monday to Friday, from 8:30am to 4:30pm, the Major Account Manager is primarily responsible for the management of a specific group of clients, including business development, account retention, contract negotiation and customer service. Due to the nature of this position, some travel within Canada and the U.S. and working outside of regular business hours will be required.

The Job Involves :

• Assumes relationship leadership role and prepares account strategy by creating an account contact and development plan that addresses how Farrow will meet current and future service requirements
• Leads client monthly operations and QBR meetings, ensuring that client performance expectations are understood and satisfied. Communicates action plans from meetings.
• Resolves day to day service issues (e.g. disputes, shipment tracing, operational deficiencies, errors, government regulations, documentation requirements, etc.) by interfacing with operations and other support groups to determine corrective action and monitor progress of actions. Provides visibility to Farrow management of the state of client health.
• Manages service performance by developing, monitoring and delivering reporting against all contractual or other KPI’s. Escalates areas of non-conformance.
• Prepares revenue forecasts and explains variations to plan by working with clients to determine their projected volumes. Ensures that internal forecasts are kept up to date and that churn is non-preventable.
• Leads growth planning and solution renewal by identifying and mobilizing the Farrow organization to recognize service expansion opportunities within the client, formulating and selling a value creating solution.
• Identifies margin improvement opportunities by working with the client and internal functions to review current profitability by identifying areas of opportunity to maintain a sustainable position. Executing credit policies to manage bad debt risk.
• Aids in development of new business RFP’s by providing input and information based on previous experience for potential client RFP’s
• Other related duties as assigned.

Role Requirements :

• Graduate of a post-secondary educational institute or equivalent practical experience, specializing in business, customs & logistics, international trade or other relevant area.
• Minimum of 7 years of industry experience.
• Demonstrated skills in Account Management.
• Familiarity with industry regulations and procedures.
• Certified Customs Specialist (CCS) designation or equivalent if focused on alternative Farrow Service.
• Understanding of company services, capabilities, policies and partnership process. Must upsell and manage services delivered and concurrently continue the formal partnership process implementation.
• Knowledge of Farrow and client industry. Must earn role of “trusted advisor” with key client contacts. Keeper of Farrow Value.
• Project management, time management and organizational skills; ability to multi-task. Meet client and internal commitments.
• Excellent oral and written communication. Managing client relationship and company image.
• Excellent selling, presentation, negotiation, and interpersonal skills. Engaged in relationship management at all levels of the client organization. Upselling and delivering upon commitments through internal and customer support networks.
• Ability to handle stressful, contentious, and short timeline situations. Multiple commitments are expected from many internal and external sources. Sometimes with unrealistic timelines.
• Innovative and creative with solution development.
• Highly skilled in Microsoft Office, salesforce and utilization of Key Farrow Operating systems. Needs to be self-sufficient and productive.
• Ability to think strategically, while balancing tactical thinking. Partner accounts must see continuous progress, with little stagnancy.

Working Conditions, Mental Effort & Physical Requirements

• High stress and volume of work on a daily basis.
• Great attention to detail on daily basis.
• Must generate information at varying levels of detail, determining what level the particular audience requires.
• Makes presentations, formally and informally, to all levels of management.
• Needs to work in an environment of constant interruptions and have the ability to reprioritize effectively and quickly.
• Sometimes work extended hours to meet deadlines.
• Must have valid drivers license and vehicle.
• Travel will be required and there should be no restrictions on cross-border access.
• Must have ability to focus on computer screen or written materials for extended periods of time.
• Must be able to manage conflict professionally.

Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.