Manager, Account Management

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year.

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

The Opportunity

We’re looking for a Manager, Account Management to lead a team of Senior Account Managers supporting our largest and most complex Enterprise Fulfillment clients. This is a player-coach role: part people manager, part escalation owner, part P&L steward. You’ll own the health and growth of a portfolio of Enterprise accounts while managing the team of Senior AMs who manage the day-to-day relationships beneath you.You’ll be expected to get into the weeds on inbound/outbound exceptions, crossdock and rush-receipt escalations, DIMs and inventory discrepancies, and B2B/omnichannel program issues alongside your team, while also owning the commercial outcomes (retention, growth, margin) for the book.

You will:

Team Leadership & Development

• Directly manage and coach 6–8 Senior Account Managers, each owning a book of Enterprise fulfillment accounts.

• Set clear expectations, run regular 1:1s and team syncs, and build a culture of ownership and proactive client management.

• Develop your Senior AMs’ skills in strategic account planning, executive presence, and cross-functional influence; identify and cultivate future leaders on the team.

P&L & Commercial Ownership

• Own the P&L for your team’s portfolio of Enterprise accounts — retention, expansion (upsell/cross-sell), and margin health.

• Keep a close pulse on portfolio-level financial health: revenue concentration, at-risk accounts, pricing/contract renewals, and payment consistency.

• Review and approve strategic account plans and quarterly business reviews prepared by your Senior AMs before they go to clients.

• Identify and close larger, more complex growth opportunities that require executive-level sponsorship or cross-functional deal structuring.

Escalation & Operational Ownership

• Serve as the senior escalation point when your team can’t resolve client-impacting issues on their own — rush receipts, inbound delays, crossdock discrepancies, DIMs/SKU issues, fraud flags, and carrier or fulfillment exceptions.

• Partner daily with Warehouse Operations, Trade/Compliance, Product, and Support leadership to unblock issues and represent the voice of the client in internal prioritization conversations.

• Monitor account health metrics and dashboards (fulfillment SLAs, on-time shipping, billing accuracy) across the team’s book, and hold both your team and internal partners accountable to them.

• Bring structure to ambiguous, high-stakes situations — many issues won’t have a clean playbook, and you’re expected to build one in real time with the right stakeholders in the room.

Cross-Functional Partnership

• Act as the primary AM leadership point of contact for Fulfillment Operations, Trade Advisory, Product, and Support leaders on systemic or recurring issues affecting your book.

• Represent Account Management in cross-functional planning for new product launches, B2B/omnichannel programs, and process changes that affect the client experience.

• Work globally with AM leadership counterparts across regions to keep the Enterprise account management experience consistent.

Process & Reporting

• Maintain visibility into our CRM account records, opportunity pipeline, and renewal timelines across your team’s book.

• Build and refine playbooks, SOPs, and training materials that help your Senior AMs scale their impact and reduce time spent on repeatable issues.

• Report on team and portfolio performance to Fulfillment leadership, flagging risks and opportunities early.

You should have:

• 5+ years of experience in account management, client success, or a client-facing operational role, ideally in logistics, freight forwarding, fulfillment, or supply chain.

• 2+ years of experience directly managing a team of individual contributors, ideally in a client-facing or operations-adjacent function.

• Experience owning commercial outcomes (retention, growth, or margin) for a book of Enterprise-level accounts ($5M+ annual revenue portfolios preferred).

• Comfort operating in the details: you’re as willing to dig into a crossdock ASN or a DIMs discrepancy as you are to walk into a QBR with a client’s VP of Supply Chain.

• Strong cross-functional influence — proven ability to align Operations, Product, and Support teams around client outcomes without formal authority over those teams.

• A track record of developing talent: coaching account managers into stronger strategic operators and, ideally, into their own leadership roles.

• Structured, process-oriented thinking with the ability to build clarity and repeatable playbooks out of ambiguous, high-stakes situations.

• Strong business acumen and comfort with data — you should be as comfortable in Salesforce and Metabase dashboards as you are in a client-facing deck.

• Proven experience managing escalations under pressure, with composure and clear communication to both clients and internal stakeholders.

#LI-onsite

Commitment to Equal Opportunity

At Flexport, our ability to fulfill our mission of making global commerce easy and accessible relies on having a diverse, dedicated and engaged workforce. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, physical and mental disability, health status, marital and family status, sexual orientation, gender identity and expression, military and veteran status, and any other characteristic protected by applicable law.

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