Account Manager, Fulfillment, Flexport, CA, US

Build the programs to help Flexport grow. Help us fix the user experience in global trade!

The opportunity: 

At Flexport, we know global trade can move the human race forward. That’s why it’s our mission to make global trade easier for everyone.  Flexport today connects more than 10,000 clients across 109 countries. Our role is to help businesses of all sizes find the global trade solutions that will empower their success. Now, more than ever, customers need our support to survive and win in 2022. Their success is our success. We work back from what’s best for them to find a solution. That’s why we are building the Platform for Global trade - a strategic model combining customer centricity, supply chain expertise, advanced technology, and data analytics. Our goal for this role is for you to be a proactive partner and problem-solver for our clients, working to improve their supply chains by leveraging Flexport's unique and adaptable solutions.  

You will: 

The Account Manager will help their clients grow and realize the Flexport value proposition by deeply understanding the client’s supply chain and partnering to find solutions for their clients. Our clients depend on us to manage their experience with a high degree of professionalism and attention to detail. Here are some of the responsibilities for this role:

• Cultivate and grow relationships with key business stakeholders that empower the client and deepen the relationship with Flexport.
• Meet regularly with clients to monitor the account health and find ways to improve their current experience.
• Use your knowledge of the client to identify, develop, and close upsell, cross-sell, and renewal opportunities.
• Keep a close pulse on client financial health, reporting on the client’s financials, and ensuring clients maintain consistent payment schedules.
• Lead and actively participate in client onboarding and creating standard operating procedures.
• Scope and guide the implementation stages and timelines for new opportunities and clients. 
• Work globally with counterparts in Asia, Europe, and Latin America to ensure a consistent account management experience.
• Monitor client metrics data, working with Global Operations teams to ensure metrics consistently meet client expectations, address escalations, and solve clients' issues effectively and efficiently.
• Lead and prepare content for regular client touchpoints to help clients understand the value they are realizing and new opportunities to improve performance.
• Use your deep/expert knowledge of the client’s business to lead the preparation and presentation of quarterly strategy reviews with minimal guidance.
• Drive product adoption with client stakeholders to ensure that clients realize the full value of Flexport.
• Regularly review and document the client’s success criteria. As the client’s needs evolve, you will refine the client’s success criteria. 
• Continue to expand your knowledge of supply chain processes through internal and external training offerings to best enable you to act as a trusted advisor.
• Maintain Salesforce account records and opportunity pipeline.

You should have: 

• 2-4 years of experience in a sales/account management or a client-facing role.
• A background in logistics, freight forwarding, or supply chain is preferred. 
• Client-centric: obsessed with client outcomes, doing what it takes to deliver the client’s expectations, understanding your client’s current and future business goals and challenges, and translating those into relevant solutions and strategic account planning.
• Hands-on, process-oriented, structured thinking with strong problem-solving skills.
• Deeply curious: always working to understand the client’s needs and learn how Flexport can best meet them.
• Next-level attention to detail: enjoy combing through the metrics and details to identify opportunities to improve internally or better manage the client relationship.
• Strong business acumen.
• Proven track record of (cross)selling a product.
• Strong focus on growing your customers through a consultative approach. 

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