Senior Account Manager
Employment
Full-time
Location
Remote
Region
LATAM
China
Live since
About Ecomflow
Ecomflow is a fast-growing third-party logistics (3PL) company based in China, specializing in fulfillment solutions for direct-to-consumer (DTC) brands worldwide.
We currently support 150+ brands with efficient, scalable logistics and are now looking to bring on larger, enterprise-level clients.
About the job
We are looking for a capable and confident Senior Account Manager to join Ecomflow and take full ownership of strategic client relationships.
You will be the single point of ownership for your clients, responsible for relationship health, retention, and long-term success. You’ll work directly with client stakeholders and executives, lead strategic check-ins and business reviews, manage complex escalations, and turn operational performance into clear, actionable insights.
This role requires someone who can operate independently, build trust with senior stakeholders, and confidently push internal teams to deliver when the client experience is at risk. You’ll work closely with Operations, Support, Tech, Finance, and other teams to ensure client needs are prioritized and resolved effectively.
Beyond managing day-to-day relationships, you’ll play a key role in strategic account planning, renewals, expansion opportunities, and improving how we manage our clients as we continue to scale.
What will you do
Own a portfolio of strategic and enterprise clients as their primary point of contact and escalation owner.
Lead regular client check-ins, strategic business reviews, and executive-level conversations.
Manage complex or high-impact escalations from identification through resolution.
Translate operational data and fulfillment performance into clear client-facing reports, insights, and action plans.
Monitor account health, identify churn risks, and proactively address relationship or operational issues.
Coordinate closely with Operations, Support, Tech, Finance, and other internal teams to resolve client issues and deliver on commitments.
Drive internal accountability and follow up to ensure client issues are resolved within agreed timelines.
Own strategic account plans, renewal discussions, and commercial expansion/upsell opportunities.
Build trusted relationships with client executives and operate as a strategic partner rather than simply an operational contact.
Maintain accurate client information, account plans, meeting notes, escalations, and other documentation in our CRM and support systems.
Identify recurring issues and recommend improvements to internal processes and client experience.
Mentor and support junior Account Managers by sharing best practices around account management, escalations, communication, and internal alignment.
Requirements
7+ years of experience in Account Management, Project Management, Enterprise Support, or a similar client-facing role.
Proven experience managing a portfolio of enterprise or strategic accounts with significant ARR/revenue responsibility.
Experience working with clients in logistics, freight, fulfillment, 3PL, or supply chain operations is required.
Experience in e-commerce or SaaS is a strong advantage.
Demonstrated ability to retain and grow client relationships and identify commercial opportunities.
Strong executive communication and stakeholder management skills.
Highly confident leading client calls, business reviews, and difficult escalation conversations.
Strong analytical and problem-solving skills, with the ability to interpret operational data and KPIs.
Comfortable working with logistics and fulfillment metrics such as SLAs, on-time delivery, fulfillment accuracy, freight costs, and service performance.
Strong organizational skills, attention to detail, and consistent follow-through.
Proactive and comfortable taking ownership rather than simply acknowledging problems.
Able to work autonomously while effectively coordinating with remote, cross-functional teams.
Experience with CRM and support platforms such as ClearFeed and Slack is a plus.
Excellent written and spoken English.
What we offer
Full-time opportunity with a fast-growing 3PL and technology company.
Fully remote work environment with a highly collaborative, international team.
Opportunity to work directly with e-commerce brands and enterprise clients across global markets.
High level of ownership and autonomy in managing strategic accounts.
Direct exposure to senior stakeholders and cross-functional leadership.
Opportunity to help shape and improve Ecomflow’s account management processes as the company scales.
A role with significant potential for professional growth and increased responsibility.
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