Senior Account Manager, LA or NYC - Ship Essential

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.

This is an in-person role based in Los Angeles or NYC. 

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)