Manager, Account Management

Manager, Account Management

We're looking for a Manager, Account Management to lead a team of Senior Account Managers supporting our largest and most complex Enterprise Fulfillment clients. This is a player-coach role: part people manager, part escalation owner, part P&L steward. You'll own the health and growth of a portfolio of Enterprise accounts while managing the team of Senior AMs who manage the day-to-day relationships beneath you. You'll be expected to get into the weeds on inbound/outbound exceptions, crossdock and rush-receipt escalations, DIMs and inventory discrepancies, and B2B/omnichannel program issues alongside your team, while also owning the commercial outcomes (retention, growth, margin) for the book.

You will:

Team Leadership & Development

• Directly manage and coach 68 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 your Senior AMs' skills in strategic account planning, executive presence, and cross-functional influence; identify and cultivate future leaders on the team.

P&L & Commercial Ownership

• Own the P&L for your team's portfolio of Enterprise accounts retention, expansion (upsell/cross-sell), and margin health.
• Keep a close pulse on 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 your Senior AMs before they go to clients.
• Identify and close larger, more complex growth opportunities that require executive-level sponsorship or cross-functional deal structuring.

Escalation & Operational Ownership

• Serve as the senior escalation point when your team can't resolve client-impacting issues on their own rush receipts, inbound delays, crossdock discrepancies, DIMs/SKU issues, fraud flags, and carrier or fulfillment exceptions.
• Partner daily with Warehouse Operations, Trade/Compliance, Product, and Support leadership to unblock issues and represent the voice of the client in internal prioritization conversations.
• Monitor account health metrics and dashboards (fulfillment SLAs, on-time shipping, billing accuracy) across the team's book, and hold both your team and internal partners accountable to them.
• Bring structure to ambiguous, high-stakes situations many issues won't have a clean playbook, and you're expected to build one in real time with the right stakeholders in the room.

Cross-Functional Partnership

• Act as the primary AM leadership point of contact for Fulfillment Operations, Trade Advisory, Product, and Support leaders on systemic or recurring issues affecting your book.
• Represent Account Management in cross-functional planning for new product launches, B2B/omnichannel programs, and process changes that affect the client experience.
• Work globally with AM leadership counterparts across regions to keep the Enterprise account management experience consistent.

Process & Reporting

• Maintain visibility into our CRM account records, opportunity pipeline, and renewal timelines across your team's book.
• Build and refine playbooks, SOPs, and training materials that help your Senior AMs scale their impact and reduce time spent on repeatable issues.
• Report on team and portfolio performance to Fulfillment leadership, flagging risks and opportunities early.

You should have:

• 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, ideally in a client-facing or operations-adjacent function.
• Experience owning commercial outcomes (retention, growth, or margin) for a book of Enterprise-level accounts ($5M+ annual revenue portfolios preferred).
• Comfort operating in the details: you're as willing to dig into a crossdock ASN or a DIMs discrepancy as you are to walk into a QBR with a client's VP of Supply Chain.
• Strong cross-functional influence proven ability to align Operations, Product, and Support teams around client outcomes without formal authority over those teams.
• A track record of developing talent: coaching account managers into stronger strategic operators and, ideally, into their own leadership roles.
• Structured, process-oriented thinking with the ability to build clarity and repeatable playbooks out of ambiguous, high-stakes situations.
• Strong business acumen and comfort with data you should be as comfortable in Salesforce and Metabase dashboards as you are in a client-facing deck.
• Proven experience managing escalations under pressure, with composure and clear communication to both clients and internal stakeholders.