Senior Account Manager, Fulfillment

We are seeking a seasoned and proactive Senior Account Manager, Fulfillment to join Flexport’s dynamic team. This senior role is pivotal to our mission of ensuring merchant success and driving sustainable growth in our fulfillment services.

As a Fulfillment Account Manager, you will act as a trusted liaison between our merchants and all internal Flexport teams, ensuring seamless communication, strategic alignment, and operational excellence. Your primary responsibility is to support merchant retention and satisfaction, working collaboratively across departments to build and implement strategies that drive value for our clients and strengthen long-term relationships.

Responsibilities:

• Strategic Leadership and Team Collaboration:
• Contribute to the strategic direction of the account management function, helping align team resources and capabilities with Flexport's broader business objectives
• Mentor junior team members, sharing best practices and cultivating exceptional client relationship management skills
• Lead by example in implementing account management frameworks and processes to drive consistent excellence across accounts
• Coordinate and lead cross-functional project teams to deliver exceptional client outcomes

• Client Portfolio Management:
• Lead strategic relationships with Flexport's significant accounts, ensuring exceptional service delivery and partnership at various stakeholder levels
• Establish deep relationships with key client decision-makers, positioning yourself as a trusted strategic advisor who understands their business challenges and opportunities
• Lead complex initiatives that transform clients' supply chain operations and deliver substantial ROI
• Develop and implement strategic account plans that align with both client objectives and Flexport's growth goals

• Client Relationship Management:
• Establish and nurture strategic, long-lasting relationships with key merchants, ensuring they feel valued and supported throughout their Flexport journey
• Act as the primary point of contact for merchants, anticipating their needs, resolving inquiries, and proactively addressing concerns to enhance their experience with Flexport
• Serve as an advocate for the client within Flexport, ensuring their priorities and goals are represented across teams

• Revenue Growth and Business Strategy:
• Drive significant revenue growth by identifying and capitalizing on expansion opportunities within existing accounts
• Develop and implement strategies to maximize client retention, increase wallet share, and elevate the strategic value Flexport delivers
• Identify new service opportunities that address emerging client needs
• Collaborate with leadership to shape service offerings based on deep client insights

• Performance and Risk Management:
• Track and analyze metrics to measure account health, performance, and business impact
• Lead strategic reviews on portfolio performance, growth opportunities, and risk mitigation
• Identify early warning indicators of client dissatisfaction and implement preemptive intervention strategies
• Ensure compliance with regulatory requirements while maintaining a focus on client satisfaction and business growth

• Cross-functional Collaboration:
• Serve as the bridge between clients and Flexport's internal teams, driving alignment around strategic priorities
• Lead cross-functional initiatives that deliver transformative solutions to client challenges
• Collaborate with Product, Operations, Sales, and other teams to ensure Flexport's capabilities evolve to meet changing client needs
• Represent the voice of strategic clients in company planning and product development discussions

Requirements:

• Bachelor's degree in Business, Supply Chain Management, or a related field
• Extensive experience (8+ years) in account management or client success, with demonstrated success leading projects and driving strategic initiatives
• Proven track record of managing and growing significant client relationships, with demonstrated success managing a substantial book of business ($25M+)
• Exceptional strategic thinking capabilities with the ability to translate complex business needs into actionable solutions
• Experience leading cross-functional project teams that consistently deliver exceptional results
• Deep understanding of supply chain, logistics, or fulfillment industries, with keen awareness of emerging trends and competitive dynamics
• Exceptional communication skills and ability to influence at multiple levels both internally and externally
• Strong financial and analytical acumen, with the ability to recognize business opportunities and measure ROI
• Experience successfully leading change management and transformation initiatives that deliver significant business impact
• A "compliance-first" mindset, with a commitment to maintaining the highest standards of integrity and regulatory adherence