Account Manager

Metropolis

12d•$75,000 - $85,000•Remote

About The Position

Metropolis is seeking an Account Manager to serve as the primary relationship manager for key airline clients and vendor partners within our Bags, Inc. line of business. In this role, you will blend operational oversight with strategic account management to ensure seamless baggage repatriation and optimize our vendor courier network. Reporting directly to the Vice President, Baggage Logistics, you will leverage data and technology, including AI, to drive operational efficiency, navigate high-value client escalations, and deliver outstanding partner satisfaction.

Requirements

5+ years of professional Account Manager experience, ideally in the hospitality or airline industry
Proven experience in relationship management and presentation creation for high-level audiences
Demonstrated experience or strong familiarity with data analytics and leveraging AI to drive efficiencies in logistics or account management
Excellent oral and written communication skills
Ability to communicate effectively with employees and clients to ensure fulfillment of performance requirements
Ability to maintain positive relationships with client representatives
Experience handling multiple priorities simultaneously
Proficiency with operational tracking systems

Responsibilities

Serve as the key point of contact and Account manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business
Develop and maintain strong, positive relationships with client representatives, proactively anticipating their needs and building long-term trust
Lead the creation and presentation of quarterly business reviews (QBRs) and other regular performance reports to airline clients, translating complex data sets into actionable insights
Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs)
Communicate effectively with employees and clients to ensure fulfillment of performance requirements
Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows
Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features
Navigate complex escalations from high-value clients while handling multiple priorities simultaneously