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About the RoleAs a Strategic Account Operations Associate, you’ll be the operational backbone for our highest-value brand partners. This role is for someone who thrives on proactive problem-solving and can confidently navigate both complex logistics data and executive-level conversations.You’ll manage the operational health of 10-15 enterprise accounts, conducting daily shipment monitoring to catch issues before they impact customers. You’ll partner closely with our customer success team and translate complex shipping challenges into clear business insights for our clients. This position sits at the intersection of data analysis, operational excellence, and high-touch account management.What You'll DoOwn the operational health of 10-15 enterprise accounts through daily shipment reviews, performance monitoring, and proactive anomaly detection to spot risks before they impact customersPartner strategically with Enterprise CSMs through regular sync meetings, ensuring they feel confident about account health and equipped with the data needed for strategic conversationsPull reports, analyze data, and decode invoicing to provide comprehensive operational support and tell the story of what’s happening across your accountsInterface directly with Solutions Engineering, Product, and Operations teams to troubleshoot complex issues and advocate for your customers’ needsCommunicate complex operational issues clearly to customers who may not have logistics expertise, translating technical problems into business impact for stakeholders on calls when neededDetermine appropriate escalation paths (CSM, operations, engineering) based on issue type and urgency, working with your CSM to establish the right communication cadence for each accountDeliver projects on a tight turn around when an enterprise-level account needs analysis, reporting, or project supportMonitor our shipping network at a macro level so you can distinguish between systemic issues and account-specific problems, contributing weekly updates on performance and emerging trends to the broader teamAbout YouYou have 3+ years in a client-facing role (customer success, account management, support, or similar)You’re a natural problem-solver who loves tackling complex challenges and finding creative solutionsYou have exceptional pattern recognition skills and can parse messy data, spot trends, and pull at threads others might missYou’re highly organized and can manage multiple accounts, projects, and priorities without dropping ballsYou stay calm and solution-focused when things don’t go as planned; grace under pressure is your superpowerYou communicate complex issues clearly and concisely to diverse audiences (engineers, marketers, executives)You’re comfortable and confident interacting with VPs and C-suite executives and have the presence to build trust with senior stakeholdersYou work seamlessly across teams and know when to ask for helpYou love being in the details while keeping an eye on the big pictureYou’re energized by protecting customer experience through proactive monitoringYou believe that operational excellence is a competitive advantageNice to have:Experience in operations, logistics, or supply chainBackground in eCommerce or SaaSFamiliarity with tools like Salesforce, Zendesk, Notion, or BI/analytics platformsExperience managing enterprise or high-value accountsSuccess in this role looks like:Strong revenue retention and NPS scores for your enterprise account portfolioProactive issue identification—you catch problems before our customers doEffective partnership with your aligned Enterprise CSMsConsistently meeting SLAs on project turnaround times
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