Job description

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

As the Senior Account Manager, you will own key client relationships while overseeing fulfillment projects, operational performance, and cross-functional coordination. You'll serve as the trusted advisor for assigned accounts, translating client needs into actionable operational plans, monitoring KPIs, and providing data-driven recommendations that improve performance and client satisfaction.

This role is ideal for someone who combines strong relationship management skills with analytical thinking, project management, and a deep understanding of logistics, fulfillment, or eCommerce operations.

Fully Remote | 9:00 AM – 5:00 PM EST

• Serve as the primary point of contact for assigned client accounts, building long-term relationships based on trust, responsiveness, and operational excellence.

  
  

• Manage day-to-day client communication regarding fulfillment operations, ongoing initiatives, and special projects.

  
  

• Proactively identify client needs and ensure timely resolution of questions, concerns, and operational issues.

  
  

• Maintain regular communication with clients to ensure a high level of satisfaction and partnership.

  
  

• Lead client projects from initial requirements gathering through implementation and completion.

  
  

• Coordinate closely with Operations, Warehouse, Fulfillment, and other internal teams to ensure projects are delivered on time and meet client expectations.

  
  

• Monitor project milestones, identify potential risks, and proactively communicate status updates.

  
  

• Ensure seamless execution of ongoing fulfillment activities and special operational initiatives.

  
  

• Generate operational reports and monitor key performance indicators (KPIs) related to fulfillment and client operations.

  
  

• Lead weekly, monthly, and quarterly business review meetings to present operational performance, trends, insights, and recommendations.

  
  

• Translate operational data into meaningful business insights that support client decision-making.

  
  

• Utilize AI tools such as Claude to analyze operational data, define requirements, and improve reporting efficiency.

  
  

• Develop, document, and maintain Standard Operating Procedures (SOPs) and operational documentation.

  
  

• Identify opportunities to improve client workflows, operational efficiency, and fulfillment processes.

  
  

• Recommend value-added services and operational improvements that strengthen long-term client partnerships.

  
  

• Support continuous improvement initiatives across client operations.

  
  

• Identify opportunities to expand existing client relationships through operational enhancements and additional service offerings.

  
  

• Partner with leadership to improve account performance and increase long-term client value.

  
  

• Provide strategic recommendations that contribute to customer retention and business growth.

  
  

• 3+ years of experience in Account Management, Client Success, Client Services, or a similar client-facing role.

  
  

• Experience managing client relationships within a 3PL, fulfillment, logistics, eCommerce, or supply chain environment is strongly preferred.

  
  

• Experience leading client-facing projects, fulfillment initiatives, or operational implementations.

  
  

• Experience presenting operational performance metrics and leading business review meetings.

  
  

• Strong analytical skills with the ability to interpret operational KPIs, fulfillment metrics, and business performance data to support client decision-making.

  
  

• Experience using AI tools such as Claude to analyze data, define business requirements, generate insights, and improve reporting workflows.

  
  

• Excellent project management skills with the ability to coordinate multiple priorities while ensuring timely execution.

  
  

• Strong written and verbal English communication skills with the ability to build relationships and present information professionally.

  
  

• Proficiency using Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint, for reporting, analysis, and client presentations.

  
  

• Strong understanding of eCommerce fulfillment, warehouse operations, logistics, and supply chain processes is highly preferred.

  
  

• Client-focused with a strong commitment to delivering exceptional service.

  
  

• Analytical and solution-oriented with excellent critical thinking skills.

  
  

• Highly organized with exceptional attention to detail.

  
  

• Proactive, resourceful, and results-driven.

  
  

• Collaborative team player who thrives in fast-paced environments.

  
  

• Clients consistently receive proactive communication, operational excellence, and exceptional service.

  
  

• Fulfillment projects are executed successfully while meeting client expectations and operational KPIs.

  
  

• Business reviews provide meaningful insights that help clients improve performance.

  
  

• Operational processes become more efficient through continuous improvement initiatives.

  
  

• Client relationships continue to grow through trust, responsiveness, and value-added recommendations.

  
  

This is an exciting opportunity to join a growing third-party logistics organization where you'll own strategic client relationships and play a critical role in operational success. You'll collaborate with cross-functional teams, leverage data to improve client outcomes, and help drive continuous improvements that contribute to long-term customer satisfaction and business growth.

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