Enterprise Account Manager (EST or CT)

We are Raft, an AI-driven start-up that automates operations for freight forwarding, a critical part of the global supply chain. We're transforming this $200B industry's heavily manual processes from the ground up. Our customers include several of the world's top 10 freight forwarders, and many more. We recently raised $15m from Bessemer Venture Partners (LinkedIn, Twilio, Shopify), Episode 1 (Zoopla, Betfair, Shazam) and Dynamo (Sennder, Stord). We're named as one of the UK's most exciting AI start-ups by Tech Nation, recognized by the Mayor's International Business Programme and Innovate UK, and we've been featured in Techcrunch and Bloomberg as well as leading industry publications JOC, Freightwaves and Loadstar. We have ambitious expansion plans and are looking for future Rafters who are excited by rapid company growth, want to navigate challenging problems, and are eager to embrace responsibility.

Job Overview:

As an Enterprise Account Manager, you will be responsible for building and maintaining relationships with large enterprise clients, ensuring customer satisfaction, driving revenue growth, and managing long-term account strategies. You will act as the primary point of contact for your clients, working closely with cross-functional teams to deliver solutions that meet their needs. This role requires a deep understanding of the client's business, excellent communication and negotiation skills, and the ability to identify opportunities for upselling and cross-selling.

Key Responsibilities:

• Client Relationship Management:
• Develop and maintain deep, trusting relationships with key stakeholders at enterprise-level clients.
• Act as the primary point of contact and trusted advisor for all client-related matters.
• Account Growth & Upselling:
• Identify opportunities to upsell and cross-sell products and services to increase revenue.
• Collaborate with the sales team to generate new business within existing accounts.
• Ability to communicate and demonstrate Raft’s capabilities and solutions. 
• Strategic Account Planning:
• Develop and execute strategic account plans to achieve both client and company objectives.
• Understand clients' business goals, challenges, and industry trends to provide tailored solutions.
• Customer Satisfaction & Retention:
• Ensure customers maximize the value received through Raft
• Monitor and improve client satisfaction through regular feedback, ensuring issues are addressed promptly.
• Work with internal teams (e.g., product, marketing, customer success) to ensure a seamless customer experience.
• Contract Management & Negotiation:
• Manage contract renewals and negotiations, ensuring favorable terms for both the client and company.
• Work proactively to reduce client churn and secure long-term agreements.
• Problem Resolution:
• Address and resolve any client concerns or issues quickly, coordinating with internal teams as necessary.
• Provide creative solutions to meet the clients' evolving needs.
• Reporting & Analytics:
• Track and report on key account metrics (e.g., revenue growth, customer satisfaction).
• Provide regular updates on account health and future opportunities to leadership.

Requirements

Qualifications & Experience:

• Required:
• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 5+ years of experience in account management, sales, or customer success, with enterprise clients.
• Proven track record of managing and growing key accounts.
• Experience working with CRM systems (e.g., Salesforce, HubSpot).
• Strong communication, negotiation, and interpersonal skills.
• Ability to build relationships with stakeholders at all levels, including C-suite executives.
• Strong analytical and problem-solving abilities.
• Experience with SaaS or Enterprise software in the Logistics industry
• Experience with contract negotiations and renewals for enterprise clients.
• Preferred:
• Familiarity with customer success tools (e.g., Gainsight, Totango) and data analytics platforms.

Key Competencies:

• Customer-Centric Approach: Commitment to understanding and exceeding customer expectations.
• Strategic Thinking: Ability to develop and execute long-term plans for key accounts.
• Sales & Business Acumen: Ability to identify business opportunities and drive revenue growth.
• Problem-Solving: Creative and proactive in addressing customer issues and delivering solutions.
• Collaboration: Effective working with cross-functional teams to ensure client success.

• Communication: Excellent verbal and written communication skills to influence and engage stakeholders.