Customer Account Manager

About Passport:

At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shippingâenabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.

About you and the role:

A large part of our strategy is to "land and expand" within warehouses. Meaning we "land" in a warehouse (3PL) with one brand and wow them to the point where they have all their brands shipping internationally with Passport. In order to successfully expand, we need our warehouse partners to be our biggest cheerleaders.

You are a natural networker, relationship builder, and a strategic thinker. You know how to work your way through an organization and find ways to bring value to decision makers at every level.

What you'll be doing:

Traveling to our warehouse (3PL) partners and building key relationships. Expect to be on the road up to 30% of your time

Working alongside our Sales, Onboarding, Operations and Brand Success teams to ensure successful adoption of Passport and expansion within 3PL

Mapping out the inner-workings of each of our 3PL partners by identifying decision makers, understanding what each 3PL values, and how each operates

Become an expert on the Passport product, while keeping up with industry trends and news. Educating customers on product features, best practices, and new offerings to maximize their success.

Develop and execute strategies to expand existing customer relationships and drive referrals. Proactively engage with customers to ensure satisfaction, identify growth opportunities, and resolve any concerns.

One of our Values is "You are an owner". We're growing quickly, and there are plenty of gaps to fill and skills to develop along the way. If you want a job with a clearly defined role and monthly consistency, we're not the right fit.

You have many of the following:

Located in Eastern timezone, preferred

The ability to connect easily with customers, with strong verbal and written communication skills

Approximately 2-5 years of account management, business development, customer success, sales, or consulting experience

A strong record in dealing with ambiguity, and comfortable working in high pressure environments and in uncertainty, you have the ability to stay organized and focused on the details

Empathy and the ability to take initiative on doing the right thing for the customer

Drive to understand clients' business goals, anticipate future needs and identify solutions

Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Engineers, Sales People, ICs)

Resourceful - you might not have all the answers, but you know how to find them

Experience working with warehouses, eCommerce, or logistics a plus, but not necessary

Bachelor's degree or equivalent experience

Additional Information

A sneak peak into our perks & benefits:

- Competitive cash and equity packages

- Healthcare, dental, and vision, life & disability insurance

- 401(K) Match

- Bi-Annual Remote Work funds

- 100% remote work environment #LI-Remote

- Company issued laptop

- Flexible PTO

- 12 weeks parental leave

- Monthly team bonding time - bring on the Zoom comedians, pop-a-shot contests, and sip ân paints!

- Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America

- Learning & Development Fund for upskilling or products to improve your day-to-day work life

- One-time remote work set-up stipend to make your at-home office dazzle

- Teammates around the world in 8 different time zones!

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Customer Account Manager - 3PL/Warehouse

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