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Job ID
Caffamacherreihe 5, Hamburg, Hamburg, Germany, 20355
Additional Job Description

The Strategic Account Manager (SAM) is responsible for the growth and retention of a portfolio of large (strategic) or global accounts that represent top tier net revenue within the organization. The Strategic Account Manager identifies new opportunities within their portfolio, generates demand, and sells creative solutions/services to drive growth through key stakeholder relationship building, strategic problem solving and providing exceptional service. Strategic Account Manager’s utilize their broad understanding of C.H. Robinson’s (CHR’s) industry leading modes/services, technology and business process to generate business growth and retain customers within their portfolio through the sale of diverse products and services.


The duties and responsibilities of this position consist of, but are not limited to, the following:

Business Development:

  • Penetrates the account by making contacts and building relationships at multiple levels, including senior leadership, and in multiple departments within the account

  • Ability to quickly gain credibility and respect with customers

  • Can confidently and effectively represent our digital solutions through a deep understanding of how to apply technology and analytics to customer strategy

  • Coaches network SME’s based on deep client knowledge to collaborate on the solution and pipeline development of product, mode, or service line opportunities

  • Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share

  • Conducts regular business reviews with senior leadership, leveraging internal and external data to gain customer insights, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting long-term strategic solutions to customers

  • Works with and influences account team members (account management and operational resources) across geographies and/or divisions to execute the account strategy and deliver results

  • Uses strategic negotiation and sales strategies at the leadership level in discussing complex pricing and selling solutions with customers

  • Shares customer specific data, requirements and expectations with internal leadership in order to collaboratively create viable supply chain solutions to customers

  • Leads pricing strategy through a clear understanding of customer buying habits and CHR’s position within customer supply chain

  • Continually self-develop in evolution to modes, services, legal, analytics, technology, supply and demand, and market situation to drive fresh insights to client solutions

  • Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer’s supply chain

  • Interprets and uses internal/external data and market intelligence (indexes, research, etc.) along with customer information (articles, press, etc.) to provide customers with business insights, improve customer outcomes and grow the business

  • Stays informed of changes within customers’ business, industry and sector through regular customer communication and applies that knowledge to identify new opportunities
    Customer Experience:

  • Serves as the primary point of accountability for customers within portfolio, delivering a positive customer experience through proactive communication, timely responses and ensuring quality execution against expectations

  • Proactively assess and validate customer needs on a continuing basis—translating that knowledge into account plan and strategic initiatives

  • Builds and maintains an effective account team strategy, inclusive of talent and resource optimization

  • Targets and manages road map toward continuous improvement for their customers-working directly with the account team to establish measures, track progress and ensure exceptional service is delivered to CH Robinson customers

  • Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy

  • Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources

  • Collaborates and actively communicates with management on the capacity/product/supply teams to identify strategic solutions for complex issues

  • Drives the holistic plan for seamless transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution

  • Engages internal resources and leadership team members and leverages them in complex logistics and supply chain issues

  • Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning

  • Builds trusted relationships by ensuring quality execution against expectations and collaborating with senior leadership to identify and resolve issues in a timely manner

Financial Accountability and Process Efficiency:

  • Proactive review of financial results, volume, and service performance reports to monitor and drive account health

  • Negotiates and understands payment terms and ensures AR processes are adhered to

  • Regularly reviews AR dashboard and ensures timely action is taken with customers

  • Drives process improvement and cost avoidance for customer and Robinson by proactively identifying tech and automation opportunities through our smart solutions

  • Uses internal tools and resources, including but not limited to service line and pricing SMEs, to determine customer pricing strategy

  • Leads RFP opportunities for customer

  • Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

  • High School diploma or GED

  • Minimum 6 years of previous sales and/or account management experience

  • Ability to travel up to 40% (domestically and internationally)

Preferred Qualifications:

  • Bachelor’s degree from an accredited college or university
  • Supply chain knowledge
  • Proficient in Microsoft Office Suite of programs
  • Prior sales training
  • Demonstrated influencing, negotiation, collaboration, communication and presentation skills
  • Proven track record of delivering measurable financial results through sales or account management solutions
  • Demonstrates and drives a data driven approach
  • Values a diverse and inclusive work environment
  • Fluent in English (written and verbal)

Why Do You Belong at C.H. Robinson?

Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 19 million shipments annually for 105,000 customers, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.

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