Senior Account Manager

Ship Essential is seeking a dynamic Senior Account Manager to lead our account management team while working directly with some of today’s hottest direct-to-consumer (DTC) brands. You’ll have the opportunity to shape our strategy and build long-lasting relationships with innovative, fast-growing companies in apparel, beauty, home goods, and more. This role offers the chance to collaborate with cutting-edge brands, crafting tailored solutions to help them scale, enhance their customer experience, and drive growth in the rapidly evolving e-commerce landscape. You’ll oversee critical accounts, ensuring that Ship Essential delivers exceptional value at every stage of the journey.

We pride ourselves on our responsiveness and sense of urgency. To that end, this is an in-person role based at our Downtown, LA location. 

Leadership & Oversight

• Lead the account management team and ensure seamless execution of client interactions and account growth.
• Personally manage Ship Essential’s most critical brand accounts, staying thoroughly informed on all developments and needs.
• Develop and implement Ship Essential’s channel strategy, identifying the best communication platforms for different brands.
• Create communication style guidelines to ensure consistency in tone, grammar, and professionalism across all accounts.

Proactive Communication & Playbook Development

• Write and implement a playbook for proactive communication to ensure regular, value-driven touchpoints with brands.
• Identify key touchpoints for communication and resolve potential friction points in the customer journey.
• Regularly assess the impact of proactive communications by analyzing response rates, feedback, and brand engagement, and adjust strategies accordingly to maintain strong relationships.

KPI Definition & Metrics Tracking

• Establish and track KPIs and metrics for account performance, ensuring accountability and driving continuous improvement.
• Monitor key operational metrics to ensure efficient service delivery and alignment with client expectations.
• Monitor account profitability, ensuring financial health and long-term growth opportunities.

Profitability & Strategic Growth

• Analyze and track the profitability of each brand account, ensuring a healthy balance between service and profitability.
• Partner with sales and operations teams to strategize cross-sell and upsell initiatives aligned with the brand’s goals.
• ​​Proactively identify and propose new service offerings or process improvements that can enhance the profitability and operational efficiency of key accounts.
• Manage special projects for brands in collaboration with the operations and warehouse teams.

Cross-Department Collaboration

• Work closely with operations, finance, sales, and partnerships teams to deliver a unified strategy for account growth.
• Serve as the primary escalation point for high-priority issues, ensuring swift resolution.

Documentation & Reporting

• Create and maintain detailed documentation of account management workflows, ensuring that processes are clearly outlined and accessible to the team for consistent execution.
• Develop and refine reusable templates for common communications, reports, and tasks, helping streamline day-to-day operations and ensuring consistency.
• Organize essential brand documents, email templates, and process guides into a shared resource hub, allowing the team to easily access tools and reference materials to improve efficiency.

You Will Succeed in This Role If…

• You have an exceptional eye for detail, catching even the smallest issues before they escalate. Whether it’s noticing a messy area before a client tour and ensuring it’s promptly cleaned, or fine-tuning every aspect of an email workflow, your focus ensures nothing slips through the cracks. 
• You meticulously review every process, brand-specific requirement, and communication, ensuring all operational and client-facing details are flawlessly executed, which leads to consistent, high-quality results that enhance both brand satisfaction and operational efficiency.
• You are client-focused: You build strong relationships with brands, understanding their business goals and ensuring Ship Essential consistently meets their needs.
• You adapt quickly: You can pivot and adjust strategies as new challenges or opportunities arise, ensuring constant alignment with brand and company objectives.
• You communicate effectively: You ensure that both internal teams and clients are always informed, keeping communication clear, concise, and action-oriented.
• You prioritize continuous improvement: You seek out and implement process improvements to drive efficiency and enhance the client experience.

Requirements

• 5+ years of experience in account management, preferably with a focus on high-value clients in e-commerce, logistics, or fulfillment.
• Proven experience managing brand relationships, with a strong understanding of e-commerce operations, ideally having worked as an e-commerce manager or in a similar role for a brand.
• Strong leadership skills with the ability to manage critical accounts, build communication strategies, and drive business growth.
• Analytical and strategic thinking, with the ability to track profitability and drive business growth.
• Excellent communication skills, both written and verbal, and a deep understanding of client relationship management.
• Proficient in CRM systems, WMS, and data tracking tools.

Benefits

• Health Care Plan
• Retirement Plan (401k)
• Paid Time Off (Vacation, Sick & Public Holidays)