Account Manager, Customs Compliance

JOB TITLE: Account Manager, Customs Compliance

FLSA CLASSIFICATION: Exempt

DEPARTMENT: Sales - Account Managers

REPORTS TO: VP of Sales

REVISION DATE: 09/29/2026

SUMMARY: The Account Manager is responsible for driving revenue growth and retention across an assigned portfolio of existing customers. This is a quota-carrying, customer-facing sales role with direct responsibility for identifying, developing, and closing cross-sell, upsell, and renewal opportunities.

The Account Manager is expected to proactively engage customers, understand their business operations and strategic priorities, identify opportunities to expand the relationship, and position relevant products and services that deliver measurable value. Success in this role is measured primarily through achievement of revenue targets, expansion of recurring revenue, renewal performance, pipeline development, and effective management of the customer relationship.

In addition to commercial responsibilities, the Account Manager serves as a key point of contact for assigned customers and helps set appropriate expectations regarding Support, Professional Services, Implementation, Accounting, and other internal processes. The Account Manager coordinates internal resources when escalations arise while maintaining ownership of the overall customer relationship.

Experience in B2B sales and managing a revenue quota is required. Experience within logistics, freight

forwarding, supply chain technology, or customs compliance is strongly preferred.

DUTIES AND RESPONSIBILITIES:

• Account Strategy: Own an assigned portfolio of existing customers and develop account strategies designed to increase recurring revenue, strengthen customer relationships, and support retention.

• Quota Performance: Meet or exceed an individual sales quota through contract renewals, cross-sell, upsell, license expansion, product adoption, transaction growth, and other expansion opportunities.

• Whitespace Discovery: Proactively identify whitespace and expansion opportunities by conducting discovery and understanding each customer's business operations, challenges, growth plans, and technology needs.

• Pipeline & Forecasting: Develop and maintain a healthy sales pipeline and provide accurate and timely revenue forecasts.

• Customer Engagement: Conduct regular customer meetings, business reviews, product discussions, demonstrations, and onsite visits.

• Stakeholder Alignment: Build and maintain relationships with operational users, managers, economic buyers, and executive stakeholders within customer organizations.

• Commercial Leadership: Lead commercial conversations, including pricing discussions, contract negotiations, objection handling, and closing.

• Risk Management: Communicate with key customers to monitor expectations, satisfaction, business needs, and potential risks or opportunities.

• Cross-Functional Coordination: Serve as the primary relationship owner for assigned customers and coordinate internal resources when escalations involve Support, Professional Services, Implementation, Product, Finance, or Accounting.

• Expectation Setting: Set clear customer expectations regarding internal processes, service responsibilities, project scope, support interactions, and commercial commitments.

• Customer Advocacy: Act as a customer advocate internally while balancing customer needs with company policies, contractual obligations, and commercial objectives.

• Problem Solving: Handle customer inquiries and work cross-functionally to identify appropriate solutions for complex business or operational challenges.

• CRM Discipline: Maintain accurate and timely account, activity, opportunity, forecast, renewal, and customer information in the company's CRM and other assigned sales tools.

• Industry Representation: Represent the company at customer meetings, industry conferences, and events as required.

As a Sales Representative, you may be assigned monthly, quarterly, and yearly sales targets. Failure to meet these targets may result in the following repercussions:

1. Performance Improvement Plan (PIP): If you consistently miss your sales targets, you may be placed on a Performance Improvement Plan (PIP) to address areas for improvement and establish clear action steps to meet future goals.

2. Training and Development: We are committed to supporting our team members' growth and success. If you struggle to meet targets, you may be provided with additional training and development opportunities to enhance your skills and performance.

3. Reassignment or Termination: Ultimately, if consistent underperformance persists despite support and interventions, it may result in reassignment to a different role within the company or termination of employment.

We believe in setting challenging yet achievable goals and providing our team members with the support and resources they need to succeed.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

Required Qualifications

• Education: Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant professional experience.

• Sales Experience: Minimum of 2–3 years of B2B sales, account management, or customer expansion experience.

• Quota Accountability: Demonstrated experience carrying and achieving an individual sales or revenue quota.

• Commercial Skill: Proven ability to identify, develop, negotiate, and close cross-sell and upsell opportunities within an existing customer base.

• Presentation & Presentation Skills: Strong ability to effectively demonstrate software or product features, connecting technical capabilities to business outcomes and customer needs.

• Regulatory Knowledge: Demonstrated knowledge of both import and export regulations.

• Pipeline Management: Experience managing a sales pipeline, forecasting revenue, and maintaining accurate opportunity and account information within a CRM.

• Soft Skills: Excellent verbal, written, presentation, and interpersonal communication skills.

Preferred Qualifications

• Certification: Licensed Customs Broker (LCB) preferred; equivalent experience or alternative qualifications will be considered.

• Industry Experience: Experience within freight forwarding, logistics, supply chain, transportation technology, customs brokerage, or customs compliance strongly preferred.

• Technical Domain Knowledge: Working knowledge of customs brokerage and compliance processes, including concepts such as ACE, ABI, ISF, AES, bonded operations, FTZ, or related customs workflows.

• SaaS Background: SaaS or technology sales experience preferred.

• Tools: Proficiency with CRM and sales productivity tools; Salesforce experience preferred.

TRAVEL REQUIREMENTS:

• Requires the ability to travel domestically and internationally to visit customers and attend conferences and events (35% travel).

COMPETENCIES:

· Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

· Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Oral Communication - Speaks clearly and persuasively in positive or negative situations;

Listens and gets clarification; Responds well to questions; Demonstrates group presentation

skills; Participates in meetings.

· Written Communication - Writes clearly and informatively; Edits work for spelling and

grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

· Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

· Conflict Management - Good listener, committed to finding solutions to problems, works well with difficult people.

· Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Negotiation Skills - Individuals understandably aim to achieve the best possible outcome for the organization they represent.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Frequently required to stand

· Frequently required to walk

· Frequently required to sit

· Continually required to utilize hand and finger dexterity

· Continually required to talk or hear

· Occasionally work near moving mechanical parts

· Occasionally exposure to outside weather conditions

· While performing the duties of this job, the noise level in the work environment is usually moderately loud

· Specialized equipment, machines, or vehicles used: Must have personal vehicle to visit customers, have a valid driver’s license with a clean record.

· Occasionally/Frequently/Continually required to climb, balance, bend, stoop, kneel or crawl

· Occasionally/Frequently/Continually required to use of one or both feet or legs to move controls on machinery or equipment. Controls include, but are not limited to, pedals, buttons, levers, and crank

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ACKNOWLEDGMENT

I have read the foregoing job description and understand the responsibilities of the job.

I agree that I am able to perform the essential duties of this position.

Manager Signature ________________ Date: _________________

Employee Signature ________________ Date: ______________

Benefits Summary: