Account Manager, 3PL

Zendrop • West Palm Beach, FL

2d • Onsite

About The Position

Zendrop is hiring an Account Manager, 3PL to own a portfolio of client accounts end-to-end and serve as the strategic point of contact between Zendrop and our merchants. This is a high-impact role for someone who thrives on building strong client relationships, evaluating account health holistically, and translating insights into action that protects revenue and drives growth.
As an Account Manager, you'll guide clients through onboarding and platform adoption, proactively manage account health across fulfillment, inventory, and product quality, and identify opportunities to grow accounts. You'll exercise independent judgment to resolve complex client issues, recommend strategic improvements to internal processes, and influence cross-functional partners to remove blockers before they impact clients. You’ll also coach and develop one direct report, and contribute to the long-term success of the Account Management function. Success in this role looks like fast and effective communication, strong client education, healthy accounts, consistent revenue protection, and meaningful contributions to how the AM team operates.
This is a role for proactive, organized, results-driven team players who want to grow their careers in ecommerce and account management. This role requires regular early-morning and late-evening communication with our China-based team, so candidates should be comfortable working outside standard business hours to support cross-time-zone coordination.

Requirements

• 3+ years of experience in account management, customer success, or a similar client-facing role, ideally within ecommerce, SaaS, or tech.
• Demonstrated ability to operate with independent judgment and ownership over a portfolio or book of business.
• Exceptional written and verbal communication skills with the ability to build trust quickly and influence both clients and internal stakeholders.
• Strong organizational skills and the ability to manage a portfolio of accounts without dropping the ball.
• Proactive problem-solver with a bias toward action and ownership.
• Comfort with data: able to monitor account metrics, spot trends, translate insights into next steps, and understand the financial and operational drivers behind account health.
• Skilled at managing difficult conversations, setting expectations, and de-escalating concerns.
• Experience coaching, mentoring, or directly managing junior teammates.
• Ability to facilitate cross-functional conversations and influence outcomes without direct authority.
• Self-motivated, results-driven, and able to thrive in a fast-paced startup environment.

Nice To Haves

• Experience navigating fulfillment, inventory, or supply chain issues is a strong plus.
• Familiarity with ecommerce platforms, dropshipping, or Shopify is highly desirable.

Responsibilities

• Own a portfolio of Zendrop client accounts, serving as the primary strategic point of contact and making independent decisions on account direction, escalation, and retention strategy.
• Guide clients through onboarding, platform adoption, and dropshipping best practices, tailoring approach based on client maturity and business model.
• Maintain responsive client communication, with a target of replying to inquiries within one hour during business hours.
• Work a flexible schedule that includes regular early-morning and late-evening communication with our China-based team to support cross-time-zone coordination.
• Evaluate account health end-to-end across fulfillment, inventory, shipping performance, product quality, and costs, identifying systemic risks and recommending mitigation strategies.
• Identify and resolve complex account issues related to fulfillment, suppliers, billing, or platform usage, exercising judgment on when to escalate and when to drive resolution independently.
• Prevent stockouts and fulfillment disruptions through proactive inventory and safety stock management, including recommending process improvements based on observed patterns.
• Promote relevant Zendrop features, subscriptions, and services aligned with client growth, using data to identify the right opportunities at the right time.
• Identify at-risk accounts early and proactively address retention risks through education, problem-solving, and tailored intervention strategies.
• Identify and escalate payment delays, term issues, or any situations that may impact billing or revenue to ensure timely resolution.
• Partner with internal teams across Operations, Product, Engineering, and Finance to resolve issues, report bugs, advocate for client needs, and influence roadmap priorities.
• Synthesize portfolio-level insights and surface trends, risks, and opportunities to leadership through clear reporting and recommendations.
• Maintain accurate account documentation, performance tracking, and action items in internal systems within 24 hours.
• Coach and manage one direct report (Assistant Account Manager), providing regular feedback, development support, and performance management.
• Contribute to the continuous improvement of AM processes, playbooks, and tools, sharing best practices across the team.

Benefits

• Flexible PTO policy
• Benefits package, including 100% employer-paid medical, dental, vision, and life insurance coverage for employees
• 401(k) retirement plan with employer match to support your long-term financial goals
• Career development and growth opportunities
• A collaborative and inclusive work environment
• Opportunity to shape and grow a dynamic startup
• We're a pet-friendly company that welcomes furry friends to brighten our workspace and make your day more enjoyable! 🐾

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed