Manager, Account Management

About the role

Flexport is on the lookout for a Manager to lead our Account Management team, specifically focusing on our Enterprise Fulfillment clients. This position is a blend of leadership and hands-on management, where you will guide a team while also taking direct responsibility for the financial performance of your portfolio and addressing high-level client issues.

Key facts

What you'll do

• Oversee and provide guidance to a team of 6 to 8 Senior Account Managers, fostering their professional growth and development.
• Take charge of the profit and loss (P&L) for a selection of Enterprise accounts, with an emphasis on client retention, revenue growth, and maintaining healthy margins.
• Act as the main point of contact for resolving intricate operational challenges, including issues related to inbound shipments, cross-dock discrepancies, and fulfillment exceptions.
• Collaborate with various departments such as Warehouse Operations, Trade, Product, and Support to address client concerns and ensure their needs are prioritized.
• Develop and enhance internal resources such as playbooks, standard operating procedures (SOPs), and training materials to boost team productivity and effectiveness.
• Evaluate strategic account plans and quarterly business reviews to ensure they are prepared for client presentations.
• Track account health indicators and ensure that internal teams are held accountable for meeting fulfillment service level agreements (SLAs) and ensuring accurate billing.
• Foster a culture of continuous improvement by identifying opportunities for process enhancements and implementing best practices across the team.
• Engage in regular communication with clients to understand their evolving needs and ensure that our services align with their expectations.
• Prepare reports and presentations for senior leadership that summarize account performance, challenges, and opportunities for growth.
• Drive initiatives aimed at increasing client satisfaction and loyalty through proactive account management and relationship building.

Requirements

• A minimum of 5 years of experience in account management, client success, or client-facing operations, particularly within the logistics, freight, or supply chain sectors.
• At least 2 years of experience in a role that involves direct management of people.
• Demonstrated success in managing commercial outcomes for Enterprise-level accounts, preferably with portfolios generating over $5 million in annual revenue.
• Strong ability to influence and collaborate with cross-functional teams without having formal authority.
• Experience in handling high-pressure escalations while maintaining effective communication with all stakeholders.
• Excellent analytical skills, with the capability to interpret data from dashboards and customer relationship management (CRM) systems.
• A proactive approach to both strategic planning and detailed operational execution.
• Strong organizational skills with the ability to manage multiple priorities and deadlines effectively.

Nice to have

• Familiarity with project management methodologies and tools.
• Experience in the technology sector, particularly in software or platforms related to logistics and supply chain.
• Previous exposure to international logistics and trade compliance issues.
• Knowledge of customer experience best practices and methodologies.

Skills & tools

• Proficiency in Salesforce for managing client relationships and tracking account performance.
• Experience with Metabase or similar data visualization tools for reporting and analytics.
• Understanding of supply chain operations and logistics processes.
• Competence in P&L management and financial analysis.
• Skills in strategic account planning and execution.

Practical notes

• This position requires on-site presence at either the Atlanta or Dallas warehouse.
• Flexport is committed to providing equal employment opportunities to all applicants, regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, military status, or any other protected characteristic.
• By submitting your application, you consent to the processing of your personal data as described in the Flexport Privacy Notice.

Join Flexport and be part of a dynamic team dedicated to transforming the logistics industry through innovative solutions and exceptional client service. If you are a strategic thinker with a passion for account management and team leadership, we encourage you to apply!

About the company

Flexport is a full-service global freight forwarder that uses technology to fix the user experience in global trade. Founded by Ryan Petersen in 2013, the company offers ocean, air, truck, and rail freight services alongside customs brokerage, warehousing, and trade financing.