What are the responsibilities and job description for the Account Manager position at ReturnPro?
Description
Position: Account Manager
At ReturnPro, we help leading retailers and brands turn returns into results. As an Account Manager, you will serve as the strategic partner for a portfolio of high-value client accounts. You will be responsible for nurturing relationships, driving customer value, delivering on contractual commitments, and unlocking opportunities for growth across our reverse logistics and returns technology services. This is a high-impact role requiring cross-functional collaboration, operational acumen, and a customer-first mindset.
Responsibilities
Primary Responsibilities/Essential Functions
This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position. The selected candidate may perform other related duties assigned to meet the ongoing needs of the business.
Position: Account Manager
At ReturnPro, we help leading retailers and brands turn returns into results. As an Account Manager, you will serve as the strategic partner for a portfolio of high-value client accounts. You will be responsible for nurturing relationships, driving customer value, delivering on contractual commitments, and unlocking opportunities for growth across our reverse logistics and returns technology services. This is a high-impact role requiring cross-functional collaboration, operational acumen, and a customer-first mindset.
Responsibilities
Primary Responsibilities/Essential Functions
This job description in no way states or implies that these are the only duties to be performed by the teammate occupying this position. The selected candidate may perform other related duties assigned to meet the ongoing needs of the business.
- Own the full client relationship lifecycle for assigned enterprise accounts, acting as the key point of contact and trusted advisor
- Develop and execute strategic account plans to deliver business value and achieve revenue growth targets
- Translate client goals into actionable roadmaps, partnering with Operations, Product, and Technology teams to ensure exceptional service delivery
- Conduct regular QBRs and strategic planning sessions with client stakeholders to align on KPIs, identify optimization areas, and renew commitments
- Manage client expectations and contract performance, ensuring SLAs are met and issues are resolved proactively
- Identify upsell and cross-sell opportunities, supporting the sales team with solution definition and positioning
- Track activities and progress in CRM (Salesforce preferred), maintaining accurate records, forecasts, and renewal timelines
- Stay current on industry trends, competitor offerings, and retail technology advancements to guide client conversations
- Collaborate with Marketing and Product teams to refine service offerings based on client feedback and market demand
- Represent ReturnPro at industry events, tradeshows, and client workshops as needed
- 3–5 years of experience in B2B account management, client success, or consultative sales, preferably in SaaS, logistics, or supply chain
- Proven success managing enterprise-level accounts with measurable impact on retention and growth
- Strong understanding of contract terms, service-level agreements (SLAs), and KPI management
- Proficiency with CRM tools; Excel skills required for reporting and client analytics
- Ability to craft and deliver compelling presentations to senior executives and operational leaders
- Exceptional communication, relationship-building, and negotiation skills
- Familiarity with retail, logistics, or e-commerce ecosystems is a strong plus
- Experience with SQL, API integrations, or technical solution scoping is a bonus
- Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment
- Strong problem-solving skills with a bias for action and continuous improvement
- Self-driven and collaborative, with a commitment to ReturnPro’s values
