Account Manager

About Orca Intelligence

Orca has been providing freight audit and analytics services to its’ growing client base since 2016. We have experienced tremendous growth since inception and are proud to offer our solution to some of North America’s largest organizations. Orca processes Billions of dollars in freight invoices each year for clients and provides invaluable reporting and analysis to help our clients operate more efficiently. Orca was awarded London’s prestigious ‘Medium Business of the Year’ award for 2024 by the London Chamber of Commerce for tremendous growth and community involvement.

About The Role

The Account Manager serves as the primary operational contact for assigned enterprise clients (Tier 3-4), responsible for day-to-day account management, SOP maintenance, and coordination across internal teams. The role owns client communication cadence, performance reporting, and issue resolution within Orca’s freight auditing platform. Operating across Account Management, Analytics, and System Operations teams, the Account Manager ensures audit accuracy, timely deliverables, and measurable client outcomes including savings realization and carrier trend visibility.

What You'll Do

• Develop and maintain relationships with key client stakeholders to understand their business goals, challenges, and operational requirements.
• Serve as the primary point of contact for assigned client accounts, managing all routine communication and status updates.
• Oversee the production and cadence of monthly and quarterly performance reports, including savings, audit accuracy, carrier trends, and exceptions.
• Facilitate client and carrier calls and meetings; document agendas, minutes, follow-up actions, and drive issues to resolution.
• Provide timely and accurate responses to client inquiries, troubleshoot issues, and coordinate solutions across internal teams.
• Maintain and update client SOPs, ensuring documentation reflects current processes and requirements.
• Utilize CRM and internal tools to manage account activity, track KPIs, and derive insights on client performance.
• Collaborate with internal teams (Project Management, Analytics, System Operations) to resolve complex problems and improve client experience.
• Maintain accounts to all KPI standards to ensure high client satisfaction and retention.
• Proactively identify and anticipate client needs before escalation, recommending appropriate solutions.
• Escalate strategic, commercial, or complex operational issues to the Senior Account Manager or Client Experience Manager as appropriate.
• Other projects, duties and initiatives as assigned.

Qualifications

• 1–2 years of experience working directly with customers or clients in an account management, customer success, or operations role.
• Post-secondary education in business, logistics, supply chain management, or a related field; equivalent experience considered.
• Experience in transportation and logistics is considered an asset.
• Moderate proficiency in Microsoft Excel (pivot tables, lookups, basic data analysis).
• Familiarity with CRM platforms and reporting tools.
• Experience with freight audit, TMS, or ERP systems is an asset.

Compensation

We offer a market-leading total rewards package with the expected range of the annual salary to be between $55,000 - 65,000 CAD

The final salary is influenced by the location of the incumbent and may fluctuate based on the qualifications, skills, and market considerations, ensuring alignment with internal and external pay equity standards.