Senior Account Manager, Fulfillment

Overview

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The opportunity:

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. This position requires both high-level strategic insight and hands-on execution skills, ideal for a professional eager to make a meaningful impact on client success.

You will:

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

You should have:

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 relationshi