Account Manager and Onboarding Specialist

About This Role

This role drives customer success by managing end-to-end onboarding and ongoing optimization for enterprise clients, ensuring seamless implementation of parcel optimization solutions and fostering strong customer relationships to identify expansion opportunities.

Responsibilities

• Manage end-to-end onboarding for new enterprise customers, including project planning, timeline management, and stakeholder coordination
• Serve as the primary account contact for customer communication and issue resolution
• Develop and execute customer onboarding plans that ensure rapid time-to-value and system adoption
• Monitor customer health metrics and KPIs; proactively identify and address issues before they escalate
• Conduct training sessions and create documentation to enable customer success
• Identify expansion opportunities and collaborate with sales team on account growth
• Manage customer billing inquiries, service level agreements, and contract renewals
• Facilitate regular business reviews and performance reporting with customers
• Work cross-functionally with Operations, Technology, and Finance to resolve customer issues
• Maintain detailed account records and provide accurate forecasting and reporting

Requirements

• Minimum 4+ years of account management, customer success, or onboarding experience in B2B SaaS or technology-enabled services
• Proven ability to manage complex implementations and multiple stakeholders simultaneously
• Strong project management skills with experience using project management tools
• Excellent communication skills, both written and verbal, with ability to present to C-level executives
• Problem-solving mindset with ability to troubleshoot technical and operational issues
• Experience with CRM and data management systems
• Ability to manage competing priorities in a fast-paced environment
• Bachelor's degree in Business, Operations, or related field (or equivalent professional experience)

Qualifications

• Bachelor's degree in Business, Operations, or related field (or equivalent professional experience)
• Minimum 4+ years of account management, customer success, or onboarding experience in B2B SaaS or technology-enabled services

Nice to Have

• Experience in logistics, transportation, supply chain, or parcel services
• Knowledge of shipping platforms, carrier integrations, or API management
• Experience with Salesforce or similar CRM platforms
• Familiarity with customer success metrics and KPI reporting
• Experience training end-users on technology platforms

Skills

* Required skills

Benefits