Manager of Account Management

Portless is a dynamic and innovative 3PL provider revolutionizing the way businesses manage their Direct Supply chain. We offer innovative logistics solutions, empowering our clients to optimize their operations and achieve significant growth. We pride ourselves on building strong, collaborative partnerships with our merchants, ensuring seamless and efficient fulfillment processes.

About the Role:

We are seeking a highly motivated and experienced Manager, Account Management to lead and develop our Account Management team, specifically overseeing the Account Manager & Onboarding Manager role. You will be responsible for driving customer satisfaction, retention, and growth by empowering your team to deliver exceptional service and build strong client relationships. The ideal candidate will possess a strong understanding of fulfillment logistics, e-commerce, and account management best practices. You will be a strategic leader, capable of coaching and mentoring your team to achieve and exceed their performance goals.

Responsibilities:

Team Leadership & Development:

• Provide day-to-day leadership, coaching, and mentorship to Account Managers, fostering a high-performance and collaborative team environment.
• Conduct regular 1:1 meetings to provide feedback, address performance issues, and support professional development.
• Establish clear performance metrics and expectations for the team, ensuring alignment with company goals.
• Recruit, onboard, and train new Account Managers, ensuring they have the necessary skills and knowledge to succeed.
• Foster a culture of continuous improvement, encouraging team members to identify and implement process enhancements.

Account Management Oversight & Strategy:

• Oversee the account management strategy and execution for assigned client portfolios, ensuring alignment with client objectives and Portless's business goals.
• Monitor key performance indicators (KPIs) for the team, including customer satisfaction, retention, and revenue growth.
• Develop and implement strategies to improve account management processes and drive customer value.
• Provide strategic guidance to Account Managers on account mapping, strategic account planning, and execution.
• Ensure the team effectively manages renewals, minimizing churn and maximizing revenue.
• Collaborate with Account Managers to ensure smooth handoffs and a positive client experience.

Client Relationship Management & Escalation:

• Serve as a point of escalation for complex client issues, providing guidance and support to the team.
• Build and maintain strong relationships with key client stakeholders, ensuring their needs are met and expectations are exceeded.
• Proactively identify and address potential risks and escalations, ensuring timely and effective resolution.
• Ensure that the team is effectively delivering value to clients, highlighting ROI and identifying opportunities for upselling and cross-selling.

Cross-Functional Collaboration & Reporting:

• Collaborate closely with sales, fulfillment operations, engineering, and product development teams to ensure seamless service delivery and address client needs.
• Provide regular performance reports and insights to senior management, highlighting team achievements and areas for improvement.
• Stay up-to-date on industry trends, competitor activities, and emerging technologies in the fulfillment, shipping, and e-commerce space.

Qualifications:

• Fluent in English (written and spoken).
• Preferred candidate located in North American (EST-PST) time zones.
• Proven track record of 5+ years in account management, customer success, or a related field, with at least 2+ years in a management or team lead role.
• Strong understanding of fulfillment logistics, e-commerce, and supply chain management.
• Experience in account mapping, strategic account planning, and execution.
• Demonstrated success in managing renewals and driving customer retention.
• Excellent leadership, coaching, and mentoring skills.
• Strong analytical and problem-solving abilities.
• Excellent communication, interpersonal, and presentation skills.
• Ability to thrive in a fast-paced, dynamic environment.

Values:

• Demonstrated ability to lead and empower a team to achieve exceptional results.
• Strong commitment to customer satisfaction and building long-term client relationships.
• Ability to work as an extreme-owner & as part of a kind-&-caring team.
• Comfortable working in a fast-paced, dynamic 0-to-1 environment.
• Knows when to employ strategic-boldness & think outside of the box when there's measured value.

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development