Account Manager Jobs

About The Position

Requirements

• 1-3 years of account management, client services, or customer success experience - ideally in logistics, 3PL, or e-commerce
• Demonstrated track record of retaining and growing a client portfolio through proactive relationship management
• Strong commercial instincts: able to identify upsell opportunities and have revenue conversations confidently
• Excellent written and verbal communication skills, professional, clear, and direct in all client-facing interactions
• Highly organized with strong follow-through, nothing falls through the cracks
• Comfortable working with data, able to pull, interpret, and present client performance metrics
• Positive, accountable, and solutions-focused attitude.

Nice To Haves

• Experience in a 3PL, freight brokerage, or e-commerce fulfillment environment
• Familiarity with WMS platforms (Logiwa an asset) and fulfillment operations workflows
• Experience with CRM tools (HubSpot, Salesforce, or similar)
• Knowledge of Amazon FBA, Shopify, or multi-channel fulfillment requirements
• Experience conducting QBRs or formal client performance reviews
• Bilingual (English / French) an asset

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of 3PL clients
• Conduct regular scheduled check-ins with clients to review performance, address concerns, and communicate updates
• Build deep knowledge of each client’s business, products, fulfillment needs, and growth plans
• Ensuring operations, WMS are aligned to client expectations
• Manage client escalations with urgency, professionalism, and clear resolution timelines: never leaving an issue unaddressed
• Maintain accurate client records, communication logs, and account notes in the eCom account management folder
• Take direct ownership of revenue growth within the existing client portfolio implementations post Managers approval - this is a core performance expectation of the role
• Proactively identify upsell opportunities including additional services (kitting, FBA prep, returns management, storage expansion) and present them to clients with clear value propositions
• Track each client’s volume trends, service usage, business growth, use this data to time and tailor upsell conversations.
• Report on progress against customers monthly targets.
• Negotiate rate adjustments, service expansions, and contract renewals in line with company pricing guidelines.
• Document all upsell activity, pipeline opportunities, and closed expansions in the CRM, revenue generated from existing clients is tracked and attributed to this role.
• Monitor client SLA performance across inbound turnaround, order accuracy, outbound on-time rates, and inventory integrity
• Identify and escalate service failures proactively: never wait for a client to report a problem that you already know exists
• Coordinate with the Warehouse Manager and WMS Manager to investigate and resolve fulfillment or system issues impacting client accounts
• Provide clients with clear, timely, and professional communication on any service disruptions: including root cause and corrective action
• Conduct quarterly business reviews (QBRs), presenting performance data and identifying service improvement opportunities to Sr. director
• Lead the onboarding process for new clients, coordinating with the WMS Manager, operations team, and billing to ensure a smooth and accurate go-live.
• Set clear expectations with clients on timelines, processes, and communication protocols from day one
• Develop and maintain client-specific SOPs, service guides, and onboarding documentation
• Ensure all client account configurations (WMS setup, billing rules, carrier preferences) are accurate before the first shipment
• Provide the Sr. Director of Fulfilment with a weekly account status update covering client health, open issues, upsell pipeline, and any at-risk accounts
• Prepare and deliver monthly client performance reports with data pulled from the WMS and internal systems
• Communicate all internal changes (rate adjustments, process updates, system changes) to clients clearly and in advance

Benefits

• Free perks and employment benefits