Account Specialist

RSI Logistics, recently acquired by Trinity Industries is hiring an Account Specialist for our Okemos, MI location.   This role plays a critical role in managing and strengthening relationships with key clients while supporting logistics operations within a SaaS-based environment. This position is responsible for promoting client engagement, driving retention and profitability, and delivering exceptional customer service. The Account Specialist leverages data to support decision-making, optimize processes, and ensure accurate contract execution and invoicing. This role also acts as a liaison between clients, internal teams, and external partners to ensure seamless service delivery across the supply chain.

What you'll do:

• Serve as the primary point of contact for assigned clients, developing trusted advisor relationships with key stakeholders

• Facilitate clear, consistent communication between clients and internal teams to ensure aligned expectations and successful outcomes.

• Maintain strong client engagement using RSI’s tools, ensuring high satisfaction levels and positive Net Promoter Scores (NPS)

• Forecast and track key client metrics to identify trends, opportunities, and risks

• Plan, identify, and execute upsell opportunities throughout the client lifecycle

• Take ownership of client issues and drive resolution in a timely, professional manner

• Conduct periodic client site visits and attend trade shows as needed to strengthen relationships

• Understand the client's business and rail shipping needs, listen to the client to understand pain points and identify opportunities to provide solutions that help foster a long-lasting partnership

• Review and validate monthly invoices for accuracy based on contract terms

• Monitor logistics activities to ensure alignment with contract and project scope, compliance standards, and technology capabilities

• Collaborate with project and implementation teams to track project status and support successful delivery of client solutions

• Analyze logistics and operational data to monitor KPIs and recommend performance improvements

• Contribute to the development and maintenance of SOPs, process documentation, and training resources

• Identify opportunities for automation, cost savings, and process optimization within the platform

• Support system configuration, onboarding, and client adoption of rail logistics SaaS tools

• Coordinate transportation, inventory visibility, and distribution workflows using integrated TMS platforms

• Work cross-functionally with operations, IT, sales, and client success teams to ensure cohesive service delivery

• Provide mentorship and support to team members, fostering a collaborative and growth-oriented environment

• Contribute to thought leadership by participating in webinars, blogs, and client-facing communications