Senior Account Manager

Senior Account Manager

Location: Hybrid – San Marcos, Texas (Austin area) and Remote

Type: Full-Time

Reports to: Manager of Merchant Experience

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About Manifest.eco

We are Manifest.eco, a high-growth, sustainable third-party logistics start-up, shaking up the fulfillment industry by offering eco-friendly logistic solutions for eCommerce brands and pioneering Third Wave Fulfillment.

At Manifest, we believe that our Core Product is order fulfillment and the white-glove service that supports it. We focus most on what's fundamentally important to our growing brand and design, implement, and deliver solutions to meet those needs.

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About the Role

Senior Account Managers are the face of the Manifest organization to our most strategic merchants and play a critical role in every part of the merchant journey. From when inventory is first delivered to our docks to the thousandth shipment fulfilled and counting, Manifest Senior Account Managers are the linchpin in merchant relationships, ensuring high satisfaction, driving long-term business partnerships, and leading cross-functional initiatives that shape how Manifest serves its merchants at scale.

Manifest Senior Account Managers are people-centric and possess an innate ability to connect on both a personal and professional level with merchants. The ideal candidate is empathetic, intuitive, and a born problem solver, even when all of the answers are not immediately clear.

Manifest Senior Account Managers have an intimate familiarity with physical operations, including the technological systems that drive the operations and the standard operating procedures (SOPs) of the different workflows and processes within the warehouse. This subject matter expertise ultimately serves our merchants best: by understanding how our product works, we can best identify the most effective solution for each of our merchant's unique needs.

Think of the Senior Account Manager role at Manifest as that of a lead air traffic controller: all merchant inquiries from your book of strategic business are routed through you. You direct traffic, delegate work, and own cross-functional outcomes to ensure the most effective resolution for your merchants.

Senior Account Managers work two days per week in our San Marcos, Texas fulfillment center and three days per week remote. They report directly to the Manager of Merchant Experience.

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What Success Looks Like

At Manifest, great Senior Account Managers excel in four key areas. The responsibilities below are organized around these areas so you have a clear picture of where to focus and how impact is defined in this role.

Account-Specific Knowledge & Ownership

- Own a book of strategic, high-value accounts as each account's dedicated point of contact (POC)

- Maintain deep knowledge of your accounts' operational setup, automation rules, rate card application, invoicing structure, so routine questions are resolved without escalation

- Keep account documentation current so you're never caught flat-footed in a merchant conversation

- Own the preparation and delivery of Quarterly Business Reviews (QBRs): lead the prep, present confidently without a script, and handle real-time merchant Q&A

- Use QBRs as a vehicle to deepen merchant relationships and surface proactive optimization opportunities

- Take responsibility for retention rate and contract renewal rate for your book of business, with a focus on long-term partnership growth

Escalations & Nontraditional Inquiries

- Manage a high-touch communication cadence with your merchants, meeting them where they are and responding with speed and substance

- Document all customer interactions in Pylon, our customer support and ticketing platform

- Before escalating, identify where you got stuck and what you've already tried, bring context, not just questions

- Communicate clearly during escalations to both the merchant and internal teams

- De-escalate issues by understanding customer problems and quickly developing solutions

- Get buy-in from stakeholders to reduce churn risk when problems arise

- Over time, drive escalation volume down by documenting recurring issues and absorbing them into your operational knowledge

Proactive Project & Optimization Work

- Conduct regular storage and inventory aging reviews for your accounts, flagging anything sitting beyond agreed thresholds

- Complete periodic shipment method, SKU, and user audits on your book each quarter

- Self-initiate optimization projects that reduce errors, save time, or improve the merchant experience, document your approach and the results

- Contribute cross-AM work when the opportunity arises: templates, shared playbooks, framework proposals

- Lead cross-functional initiatives spanning Operations, Tech, and Customer teams to drive scalable merchant experience improvements

- Own cross-functional projects end-to-end, from problem identification through execution and results tracking

Metrics

- Consistently meet First Reply SLA and Full Resolution SLA targets

- Maintain a low rate of ops-related errors attributable to your work

- Monitor your own performance trends period-over-period and flag concerns proactively

- Provide superior customer experience while driving merchant loyalty and confidence

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We're Looking For People Who...

- Not only expect change, but embrace it

- Maintain composure and confidence in the face of stressful situations and constant change

- Are practiced in the art of grit

- Think critically with an eye for identifying problems' root causes

- Can hold space for both championing our merchants and advocating for our internal team at the same time

- Let actions speak louder than words

- Don't let perfect be the enemy of good

- Have a bias for action

- Step up and do the work that's needed, when it's needed

- Demonstrate a willingness to keep learning

- Buy into continuous process improvement

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What You've Done Prior to Manifest

- 5 years of experience in account management, customer success, or other customer-facing roles, with a demonstrated track record of managing strategic or enterprise-level accounts

- Past experience in B2B, supply chain/logistics, or manufacturing is a major plus

- Proven ability to lead cross-functional projects and drive outcomes across multiple internal teams

- Excellent verbal and written communication skills for all audiences, with experience building rapport with clients and stakeholders across the org chart

- Proficiency in the Google Suite (Docs, Sheets, Slides)

- Prior experience navigating Knowledge Management and CRM/CS tools

- Application of a process-driven approach to provide resolutions to customers

- A "can-do" perspective with a bias for action

- The ability to self-motivate while being a team player, working toward individual performance goals as well as team goals

- A strong willingness to contribute in collaborative group settings

- Prior experience with Pylon or similar ticketing platforms a plus

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Pay & Benefits

- $80,000 – $100,000 per year in On-Target Earnings (OTE) depending on experience

- Full-time employment

- Medical, dental, vision insurance coverage

- 401k