Account Manager

DropX is an out-of-home delivery and returns network built for how people shop and return today. Through a growing network of pickup and drop-off locations, service centers and hubs across the US, DropX gives marketplaces and retailers a faster, lower-cost way to move parcels in both directions. Headquartered in Long Island, New York.

Own the day-to-day relationship with live retailers and marketplaces, holding volume, service level performance and account growth once an account is in steady state.

Account Ownership

• Own a portfolio of live retailer and marketplace accounts
• Act as the client’s single point of contact across the business
• Build relationships beyond the day-to-day operational contact, into the client’s commercial and leadership teams
• Hold the commercial terms: pricing, volume commitments and contractual service levels

Service & Performance

• Run regular service reviews against the acceptance-scan SLA and cost per return
• Interpret operational performance data and present it clearly to the client
• Resolve issues with hubs, service centres and regional teams on the client’s behalf
• Escalate service failures before the client raises them, with a remedy and a date

Growth

• Grow volume and coverage within existing accounts
• Identify cross-border and new-market opportunities in the base
• Build the case for expansion with volume, cost and service evidence
• Work with the Vice President of Partnerships on renewals and repricing

Feedback Loop

• Communicate client requirements to Product and Commercial
• Identify service risks before they are raised by the client
• Feed recurring client issues into the network and product roadmap

Skills & Experience Required

• Account management in logistics, returns, retail technology or another SLA-backed service businessProficient with operational performance data and client reporting
• Evidence of growing existing accounts, not only holding them
• Able to work across operations and commercial without being owned by either
• Advanced Excel proficiency; comfortable building own analysis

Desirable

• Marketplace or e-commerce account experience
• High-volume returns background
• Experience of accounts through a period of rapid volume growth

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person