Ecomflow
Senior Account Manager (Remote)
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Job Description
We are seeking a capable and confident Senior Account Manager to join our team. You will act as the single point of ownership for our clients, responsible for overall relationship health, retention, and long-term success.
The role includes leading regular check-ins, owning and coordinating escalations, translating operational performance into clear client-facing insights and reports, and maintaining strong, trusted client relationships. You will work closely with internal teams to ensure client needs are prioritized and resolved effectively, while driving accountability and continuous improvement across the organization.
You will be responsible for:
- Act as the escalation owner for complex or high-impact issues, leading regular strategic check-ins and business reviews with clients.
- Translate operational performance into clear client-facing insights, identifying risks, churn signals, and expansion opportunities.
- Coordinate cross-functionally to unblock issues and prioritize client needs, while maintaining accurate client records and documentation in our CRM system.
- Drive accountability internally when client experience is at risk to ensure timely resolution of client issues.
- Owning strategic account planning, commercial renewals, and expansion/upsell conversations.
- Operate as a peer to clients/executives, not just day-to-day operational contacts.
- Mentoring and guiding junior account managers on internal improvements, alignments, and processes.
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Ideal Profile:
- Highly proficient in written and spoken English.
- Confident in conducting customer calls.
- Detail-oriented, with a strong focus on accuracy and follow-through.
- Proactive problem-solver who goes beyond acknowledgment to drive resolution.
- Strong analytical and problem-solving mindset.
- Excellent time management and organizational skills.
- Comfortable working in fully remote with cross-functional teams.
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Required Skills and Qualifications
- 7+ years in Account Management, Project Management or Enterprise Support.
- Must demonstrate experience in owning a portfolio of enterprise accounts with significant ARR/revenue responsibility.
- Must have experience in managing accounts in logistics, freight, fulfillment, or 3PL operations.
- Experience in e-commerce or SaaS is a big bonus.
- Proven track record of maintaining and growing client relationships.
- Strong executive communication and stakeholder management.
- High confidence in client-facing calls and escalations.
- Experience with CRM systems and support platforms: ClearFeed, Slack.
- Analytical mindset with ability to interpret operational data.
- Able to operate autonomously and push internal teams when needed.
- Comfortable working with logistics/fulfillment KPIs and terminology (SLAs, on-time-delivery, fulfillment accuracy, freight cost.
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