Senior Account Manager

Trinity Industries is seeking a Senior Account Manager for RSI Logistics , at Trinity’s corporate headquarters in Dallas, Texas . What you'll do: Customer Health, Retention, and Growth 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. Account Management Leadership Account Management Support establishing clear roles, priorities, performance expectations, and accountability for the account management team. 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. What you'll need: Required Qualifications 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, billin…

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