Manager, Account Management

We're looking for a Manager, Account Management to lead a team of Senior Account Managers supporting large and complex Enterprise Fulfillment clients. This is a player-coach role, where you'll manage a team, escalate client issues, and own commercial outcomes.

Responsibilities

Team Leadership & Development

• Directly manage and coach 6–8 Senior Account Managers, each owning a book of Enterprise fulfillment accounts.
• Set clear expectations, run regular 1:1s and team syncs, and build a culture of ownership and proactive client management.
• Develop Senior AMs' skills in strategic account planning, executive presence, and cross-functional influence.

P&L & Commercial Ownership

• Own the P&L for your team's portfolio of Enterprise accounts , retention, expansion, and margin health.
• Monitor portfolio-level financial health: revenue concentration, at-risk accounts, pricing/contract renewals, and payment consistency.
• Review and approve strategic account plans and quarterly business reviews prepared by Senior AMs.

Escalation & Operational Ownership

• Serve as the senior escalation point for client-impacting issues , rush receipts, inbound delays, crossdock discrepancies, and carrier or fulfillment exceptions.
• Partner daily with Warehouse Operations, Trade/Compliance, Product, and Support leadership to unblock issues.

Cross-Functional Partnership

• Act as the primary AM leadership point of contact for Fulfillment Operations, Trade Advisory, Product, and Support leaders on systemic issues.
• Represent Account Management in cross-functional planning for new product launches and process changes.

Process & Reporting

• Maintain visibility into CRM account records, opportunity pipeline, and renewal timelines across your team's book.
• Build and refine playbooks, SOPs, and training materials to help Senior AMs scale their impact.

Requirements

• 5+ years of experience in account management, client success, or a client-facing operational role, ideally in logistics, freight forwarding, fulfillment, or supply chain.
• 2+ years of experience directly managing a team of individual contributors.
• Experience owning commercial outcomes for a book of Enterprise-level accounts.
• Comfort operating in details: willing to dig into crossdock ASNs or DIMs discrepancies.
• Strong cross-functional influence and a track record of developing talent.