Key Account Manager - Customer Excellence

At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. Our Inclusion, Diversity, Engagement, Access and Leadership (IDEAL) commitment is rooted in these values, which lead to a culture where employees are engaged and feel good about coming to work every day.

Summary

The Key Account Manager, Customer Excellence (Level III) supports strategic customer relationships and complex account inquiries and needs. This position applies advanced knowledge of account management, customer experience, and Greenbrier’s products and services to assess customer needs, analyze multifaceted issues, and recommend effective solutions. The role works independently to lead cross-functional account activities, coordinate customer commitments, and support consistent execution of solutions. This position also serves as a subject matter resource to internal partners and less experienced colleagues, contributes to continuous improvement initiatives, and supports customer retention through proactive, data-informed account management.

Duties and Responsibilities

To perform this job successfully an individual must be able to perform the following essential duties satisfactorily. Other duties may be assigned to address business needs and changing business practices.

• Develop productive relationships with assigned key accounts and internal stakeholders to strengthen and support customer satisfaction, retention, and long-term value.
• Independently manage diverse and complex account activities, priorities, and customer commitments.
• Anticipate customer needs, analyze business challenges, and recommend solutions that support organizational goals and resolutions.
• Maintain regular communication with customers to ensure ongoing satisfaction.
• Lead the resolution of complex customer inquiries in Salesforce by analyzing issues, coordinating cross-functional resources, and ensuring timely, accurate outcomes.
• Provide expert coordination of asset programs and new car delivery programs, managing expectations and coordinating deliverables, milestones, and risks.
• Interpret customer feedback and account trends and influence internal teams to improve customer experience.
• Resolve escalated or multifaceted customer issues using sound judgment, creative problem-solving, and clear communication.
• Lead cross-functional account initiatives and coordinate work activities, project deliverables, and follow-through across internal teams, escalating when appropriate.
• Analyze customer, operational, and performance data to identify risks, opportunities, and actions that improve account outcomes.
• Foster strong relationships to encourage customer loyalty, while maintaining confidentiality when handling sensitive information.
• Develop and implement communication and recovery plans for escalated customer satisfaction issues, monitoring progress through resolution.
• Maintain customer trust and confidentiality while handling account, operational, and other sensitive information.
• Lead reviews and other account discussions that support proactive planning, shared priorities, and measurable follow-through.
• Lead process improvement initiatives by translating customer insight into recommendations and coordinating implementation with cross-functional partners.
• Serve as a subject matter resource for account management practices, share expertise, and mentor less experienced colleagues as needed.

Qualifications

The following generally describes requirements to successfully perform the assigned duties.

Minimum Qualifications

• Bachelor’s degree in business, marketing, or a related field, or an equivalent combination of education and relevant experience.
• Five or more years of progressive experience in account management, customer relationship management, or a related professional field, including responsibility for complex accounts.
• Demonstrated success independently managing complex customer relationships, initiatives, and escalated issues.
• Advanced communication, negotiation, influencing, and relationship-building skills across internal and external stakeholders.
• Demonstrated ability to analyze multifaceted customer and business issues, exercise sound judgment, and recommend practical solutions.
• Proficiency with customer relationship management systems, including Salesforce, and Microsoft Office applications.
• Ability to use data to guide decisions and account strategies.
• Strong planning, prioritization, project coordination, and problem-solving skills with consistent attention to quality and follow-through.

Preferred Qualifications

• Proficiency in Customer Relationship Management (CRM) software is a plus (Salesforce).
• Knowledge of railcar leasing and asset lifecycle management.
• Ability to work on-site at our Lake Oswego, Oregon office; remote work from other locations may be considered based on business needs.

Work Environment and Physical Requirements

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works remotely or in a hybrid arrangement based on the employee’s location and business needs.
• Work is performed in a professional office environment or an appropriate remote workspace with reliable internet access.
• The role routinely uses computers, video conferencing, phones, and other standard office equipment to communicate and collaborate with customers and internal teams.

Physical Activities and Requirements 

Frequency Key

Not Applicable: Activity is not applicable to this occupation

Occasionally: Occupation requires this activity up to 33% of the time (0- 2.5+ hours/day)

Frequently: Occupation requires this activity from 33% - 66% of the time (2.5- 5.5+ hours/day)

Constantly: Occupation requires this activity more than 66% of the time (5.5+ hours/day)

Working Postures

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Bend: Not Applicable
• Kneel/Squat: Not Applicable
• Crawl: Not Applicable
• Climb: Not Applicable
• Reach Forward: Occasionally
• Reach Upward: Not Applicable
• Handling/Fingering: Frequently

Lift / Carry Requirements

• 5-10 lbs: Not Applicable
• 10-25 lbs: Not Applicable
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

Push / Pull Requirements

• Up to 10 lbs: Not Applicable
• 10-25 lbs: Not Applicable
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

EOE including Vet/Disability

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Greenbrier makes reasonable accommodations in the application and hiring process for individuals with known disabilities, unless providing accommodation would result in an undue hardship. Any applicant believing that he or she may need reasonable accommodation for any part of the application and hiring process should contact Greenbrier Human Resources at [email protected] or call us at 503-684-7000. ----------------------------------------------------------------- Email communication from The Greenbrier Companies (Greenbrier) will always come from a corporate email address that ends in @gbrx.com or from our applicant tracking system, iCIMS, after you have created a secure account and submitted your application. During the application process, you will create a secure account in our secure applicant tracking site that ends with “-gbrx.icims.com”. In this portal, we will ask you to provide your contact information, past employment history, education history and other job-related information.