Why ShipMonk?

ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.

The Account Manager will be involved in aspects of the Client’s experience. They will have a focus on our top-tier accounts, with some responsibility to the full pool of clients. Their main objective is to assist our clients to better understand the full potential of our business and act as a liaison between the client, client support, and operations. They must champion a collaborative culture with different business groups and departments, to improve client support programs and enhance client satisfaction.

Overview:

The Account Manager will play a key role in shaping the Client’s experience, primarily focusing on our top-tier accounts while also handling responsibilities across the entire client base. Their main goal is to help clients fully grasp the potential of our services and serve as a liaison between the client, support teams, and operations. They will be instrumental in fostering a collaborative culture across various business units and departments to enhance client support programs and boost overall client satisfaction. You will represent the client's perspective, driving improvements and enhancements based on their needs and feedback.

What you'll do:

Conduct in-depth analyses of each assigned top-tier account to understand their business thoroughly.
Align with clients' goals to better guide and support them.
Build long-term, trusted relationships with clients, and maintain open and effective communication channels.
Contribute to internal projects related to clients to enhance their satisfaction.
Promote revenue growth by encouraging clients to take advantage of additional services.
Serve as the dependable point of contact for each client.
Conduct Quarterly Business Reviews.
Become the primary resource for internal questions about top-tier clients.
Provide regular updates to clients on their account status, including order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, and recommendations for improvement and growth

What you'll need:

At least three years of experience in a relevant Account Management position
Ability to thrive in a fast-paced setting and consistently meet deadlines
Excellent communication skills, both verbal and written
Willingness to travel to various facilities and client sites
Energetic and proactive attitude
Strong problem-solving skills and a forward-thinking approach
Experience with Warehouse Management Systems is advantageous
Familiarity with Salesforce is a plus
Bilingual capabilities are a bonus
Experience with 321 is a plus

We are exceptionally proud of our designated, brilliant ShipMonkers -- the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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