The Opportunity:

We are seeking a seasoned and proactive Account Manager III, Fulfillment to join Flexport’s dynamic team. This 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:
• Support the account management team by following established frameworks and processes to deliver consistent service across accounts
• Share best practices and customer insights with teammates
• Participate and lead in cross-functional projects to help deliver strong client outcomes
• Client Portfolio Management:
• Lead strategic relationships with Flexport's significant accounts, ensuring exceptional service delivery and partnership at various stakeholder levels
• Manage relationships with key client decision-makers, positioning yourself as a trusted strategic advisor who understands their business challenges and opportunities
• Build strong working relationships with day-to-day client contacts and grow connections with senior stakeholders over time
• Support initiatives that improve clients’ supply chain operations
• Develop and implement strategic account plans that align with both client objectives and Flexport's growth goals
• Client Relationship Management:
• Build and maintain positive, lasting relationships with merchants so they feel valued and supported.
• 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:
• Identify and pursue upsell and 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
• 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 (3-5+ 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 ($15M -$30M)
• 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
• A "compliance-first" mindset, with a commitment to maintaining the highest standards of integrity and regulatory adherence

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