E-Commerce Fulfillment Account Manager
Our client offers a simple, fast, and affordable e- commerce fulfillment solution for businesses of any size looking to vertically integrate their inventory management and product delivery into one seamless solution rooted in efficiency and excellent customer service.E-Commerce Fulfillment Account Manager
Job Type: Full-time; Hybrid
Responsibilities:
- Serve as the primary relationship owner for major Napa-based customers.
- Build strong alliances across ownership, operations, finance, logistics, production, and customer service teams.
- Maintain consistent onsite presence to deepen trust and identify emerging needs.
- Demonstrate a polished, executive-ready presence when representing the company.
- Deliver insights and solutions to all levels of the customer organization—from technical staff to executive leadership.
- Continually demonstrate the value of the company’s existing services and develop new value propositions aligned with customer priorities.
- Provide oversight and input into all tactical aspects of each client relationship.
- Facilitate allocation of all necessary internal resources to ensure client satisfaction.
- Anticipate obstacles and proactively develop solutions before they escalate.
- Act as a point of escalation for complex operational or service-level issues and drive them to closure.
- Monitor account-specific activities across Operations, Customer Service, Transportation, Compliance, and Finance to ensure alignment with customer expectations.
- Ensure SLAs and SOPs are documented, communicated, and adhered
to across internal teams. - Assist Sales and Customer Success in supporting contract renewals and ensuring timely completion.
- Apply a logistics-forward mindset to recommend optimal routing scenarios, improved service-level and carrier strategies, methods to reduce transit times, and approaches to reduce failure points and
delivery exceptions. - Provide operational insights that improve customer satisfaction,
retention, and shipment performance. - Support the company’s goal of providing best-in-class transit outcomes and operational predictability.
- Lead Quarterly Business Reviews (QBRs) with data-driven insights, KPIs, and recommendations.
- Identify opportunities for customers to streamline processes, improve on-time delivery, reduce costs, or grow new product lines.
- Reduce churn through proactive communication, consistent issue prevention, and value reinforcement.
- Identify upsell opportunities; collaborate with Sales to scope, propose, and activate new services or value-added offerings.
- Support customer contract renewals by highlighting performance,
outcomes, and partnership benefits. - Manage to define revenue, expense, and SLA-based goals for each
account. - Interpret forecasts, shipment data, P&Ls, and trend analysis to ensure profitable customer engagement.
- Provide recommendations on efficiency improvements, operational changes, or service adjustments.
- Travel up to 15% (up to 30–35% as customer needs dictate).
- Bachelor’s degree preferred (Business, Logistics, Supply Chain, or related field)
- 7+ years of Program Management and/or Account Management experience
- Strong preference for Logistics, Transportation, 3PL, or Fulfillment
environments, Wine or Alcohol logistics, and managing multiple complex national or enterprise accounts - Demonstrated experience working with senior leadership—VPs,
directors, and C-suite stakeholders - Deep logistics and routing mindset; ability to recommend optimal
transit strategies - Strong presentation and communication skills; ability to convey
complex concepts simply - Proven ability to generate, read, and interpret forecasts, performance metrics, P&Ls, and operational analyses
- Proficient in Microsoft Office; strong Excel and CRM (Zoho preferred) experience
- High professionalism, polished executive presence, and exceptional customer-facing skills
- Adept at conflict management with a calm, solution-oriented approach
- Strong problem-solving ability with proactive mindset
- Ability to manage multiple priorities while maintaining strong attention to detail
Team-oriented, collaborative, adaptable, and comfortable in fast-paced environments - High energy, positive attitude, and strong creative thinking
- Comfortable rotating through warehouse and customer environments
- Thrive in a fast-moving, operationally dynamic setting
This position offers a competitive base salary.
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