E-Commerce Fulfillment Account Manager

E-Commerce Fulfillment Account Manager

Base pay range: $90,000.00/yr - $/yr

Job Type: Full-time;
Hybrid

Responsibilities

• Serve as the primary relationship owner for major Napa-based customers.
• Build strong alliances across ownership, operations, finance, logistics, production, and customer service teams.
• Maintain consistent onsite presence to deepen trust and identify emerging needs.
• Demonstrate a polished, executive-ready presence when representing the company.
• Deliver insights and solutions to all levels of the customer organization—from technical staff to executive leadership.
• Continually demonstrate the value of the company’s existing services and develop new value propositions aligned with customer priorities.
• Provide oversight and input into all tactical aspects of each client relationship.
• Facilitate allocation of all necessary internal resources to ensure client satisfaction.
• Anticipate obstacles and proactively develop solutions before they escalated.
• Act as a point of escalation for complex operational or service-level issues and drive them to closure.
• Monitor account-specific activities across Operations, Customer Service, Transportation, Compliance and Finance to ensure alignment with customer expectations.
• Ensure SLAs and SOPs are documented, communicated, and adhered to across internal teams.
• Assist Sales and Customer Success in supporting contract renewals and ensuring timely completion.
• Apply a logistics-forward mindset to recommend optimal routing scenarios, improved service-level and carrier strategies, methods to reduce transit times, and approaches to reduce failure points and delivery exceptions.
• Provide operational insights that improve customer satisfaction, retention and shipment performance.
• Support the company’s goal of providing best-in-class transit outcomes and operational predictability.
• Lead Quarterly Business Reviews (QBRs) with data-driven insights, KPIs and recommendations.
• Identify opportunities for customers to streamline processes, improve on-time delivery, reduce costs or grow new product lines.
• Reduce churn through proactive communication, consistent issue prevention and value reinforcement.
• Identify upsell opportunities; collaborate with Sales to scope, propose and activate new services or value-added offerings.
• Support customer contract renewals by highlighting performance, outcomes and partnership benefits.
• Manage to define revenue, expense and SLA-based goals for each account.
• Interpret forecasts, shipment data, P&Ls and trend analysis to ensure profitable customer engagement.
• Provide recommendations on efficiency improvements, operational changes or service adjustments.
• Travel up to 15% (up to 30–35% as customer needs dictate).

Experience

• Bachelor’s degree preferred (Business, Logistics, Supply Chain, or related field)
• 7+ years of Program Management and/or Account Management experience
• Strong preference for Logistics, Transportation, 3PL, or Fulfillment environments, Wine or Alcohol logistics, and managing multiple complex national or enterprise accounts
• Demonstrated experience working with senior leadership—VPs, directors, and C‑suite stakeholders
• Deep logistics and routing mindset; ability to recommend optimal transit strategies
• Strong presentation and communication skills; ability to convey complex concepts simply
• Proven ability to generate, read and interpret forecasts, performance metrics, P&Ls and operational analyses
• Proficient in Microsoft Office; strong Excel and CRM (Zoho preferred) experience
• High professionalism, polished executive presence, and exceptional customer-facing skills
• Adept at conflict management with a calm, solution-oriented approach
• Strong problem‑solving ability with proactive mindset
• Ability to manage multiple priorities while maintaining strong attention to detail; team‑oriented, collaborative, adaptable, and comfortable in fast-paced environments
• High energy, positive attitude, and strong creative thinking
• Comfortable rotating through warehouse and customer environments
• Thrive in a fast-moving, operationally dynamic setting

Location:

Rohnert Park, CA