Senior Account Manager
4 days ago
Ship Essential is seeking a seasoned Senior Account Manager to lead our account management team and drive business growth for our high-value clients in e-commerce, logistics, and fulfillment. As a key member of our team, you will be responsible for managing critical brand relationships, developing and implementing strategic growth plans, and ensuring exceptional customer experiences.
Key Responsibilities:- Lead the account management team and ensure seamless execution of client interactions and account growth.
- Personally manage Ship Essential's most critical brand accounts, staying thoroughly informed on all developments and needs.
- Develop and implement Ship Essential's channel strategy, identifying the best communication platforms for different brands.
- Create communication style guidelines to ensure consistency in tone, grammar, and professionalism across all accounts.
- Write and implement a playbook for proactive communication to ensure regular, value-driven touchpoints with brands.
- Identify key touchpoints for communication and resolve potential friction points in the customer journey.
- Regularly assess the impact of proactive communications by analyzing response rates, feedback, and brand engagement, and adjust strategies accordingly to maintain strong relationships.
- Establish and track KPIs and metrics for account performance, ensuring accountability and driving continuous improvement.
- Monitor key operational metrics to ensure efficient service delivery and alignment with client expectations.
- Monitor account profitability, ensuring financial health and long-term growth opportunities.
- Analyze and track the profitability of each brand account, ensuring a healthy balance between service and profitability.
- Partner with sales and operations teams to strategize cross-sell and upsell initiatives aligned with the brand's goals.
- Proactively identify and propose new service offerings or process improvements that can enhance the profitability and operational efficiency of key accounts.
- Manage special projects for brands in collaboration with the operations and warehouse teams.
- Work closely with operations, finance, sales, and partnerships teams to deliver a unified strategy for account growth.
- Serve as the primary escalation point for high-priority issues, ensuring swift resolution.
- Create and maintain detailed documentation of account management workflows, ensuring that processes are clearly outlined and accessible to the team for consistent execution.
- Develop and refine reusable templates for common communications, reports, and tasks, helping streamline day-to-day operations and ensuring consistency.
- Organize essential brand documents, email templates, and process guides into a shared resource hub, allowing the team to easily access tools and reference materials to improve efficiency.
- You have an exceptional eye for detail, catching even the smallest issues before they escalate.
- You meticulously review every process, brand-specific requirement, and communication, ensuring all operational and client-facing details are flawlessly executed.
- You are client-focused: You build strong relationships with brands, understanding their business goals and ensuring Ship Essential consistently meets their needs.
- You adapt quickly: You can pivot and adjust strategies as new challenges or opportunities arise, ensuring constant alignment with brand and company objectives.
- You communicate effectively: You ensure that both internal teams and clients are always informed, keeping communication clear, concise, and action-oriented.
- You prioritize continuous improvement: You seek out and implement process improvements to drive efficiency and enhance the client experience.
- 5+ years of experience in account management, preferably with a focus on high-value clients in e-commerce, logistics, or fulfillment.
- Proven experience managing brand relationships, with a strong understanding of e-commerce operations, ideally having worked as an e-commerce manager or in a similar role for a brand.
- Strong leadership skills with the ability to manage critical accounts, build communication strategies, and drive business growth.
- Analytical and strategic thinking, with the ability to track profitability and drive business growth.
- Excellent communication skills, both written and verbal, and a deep understanding of client relationship management.
- Proficient in CRM systems, WMS, and data tracking tools.
- Health Care Plan
- Retirement Plan (401k)
- Paid Time Off (Vacation, Sick & Public Holidays)
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