Description:

We are Manifest.eco, a high-growth, sustainable third-party logistics start-up, shaking up the fulfillment industry by offering eco-friendly logistic solutions for eCommerce brands and pioneering Third Wave Fulfillment.

At Manifest, we believe that our Product is order fulfillment and the white-glove account management that supports it. We focus most on what’s fundamentally important to our growing brands.

Account Managers are the face of the Manifest organization to our merchants and play a critical role in every part of the merchant journey. From when inventory is first delivered to our docks to the thousandth shipment fulfilled and counting, Manifest Account Managers are the linchpin in merchant relationships to ensure high satisfaction and maintain long-term business partnerships. 

Manifest Account Managers are people-centric and possess an innate ability to connect on both a personal and professional level with merchants. The ideal candidate is empathetic, intuitive, and a born problem solver, even when all of the answers are not immediately clear. 

Manifest Account Managers have an intimate familiarity with physical operations, including the technological systems that drive the operations and the standard operating procedures (SOPs) of the different workflows and processes within the warehouse. This subject matter expertise ultimately serves our merchants best: by understanding how our product works, we can best identify the most effective solution for each of our merchant’s unique needs.

Think of the Account Manager role at Manifest as that of air traffic controller: all merchant inquiries from your book of business are routed through you. When appropriate, you direct traffic and delegate work to ensure the most effective resolution for your merchant. Maintaining successful relationships with merchants is rooted not only in a commitment to fielding customers’ requests effectively and efficiently (reactive), but also in anticipating their needs and providing solutions to the right people at the right time (proactive).

Account Managers work two days per week in our San Marcos, Texas fulfillment center on the ground floor of the action and three days per week remote. They report directly to the VP of Customer.

The Day-to-Day:

• Retain & Renew
  • Manage a book of accounts as each account’s dedicated point of contact (POC) 
  • Provide an excellent merchant experience both in the day-to-day as well as overall
  • Take responsibility for retention rate and for contract renewal rate for your book of business
• High-Touch Communications
  • Handle high volume of email tickets, inbound and outbound phone calls, video meetings, and SMS texts with your merchants
  • Document all customer interactions within CRM/CS platform (Hubspot)
  • Provide superior customer experience while driving merchant loyalty and confidence
  • Problem solve and make decisions quickly to provide merchants an excellent experience
  • Multi-task and manage multiple priorities simultaneously
• Manifest Expertise
  • Maintain deep knowledge and understanding of all Manifest warehouse/operations tools and standard operating procedures (SOPs)
  • Know the best processes and workflows to provide fast, effective resolutions for customers
• Communications “Bridge” Across Multiple Parties
  • As the merchant-facing representative of Manifest, you’ll need to connect the dots internally with Operations, Tech, and other teams to successfully provide resolutions to merchants
• Problem Solving & Issue Resolution
  • De-escalate issues by understanding customer problems and quickly developing solutions
  • Get buy-in from immediate stakeholders and beyond to reduce churn risk if and when problems arise
• Earnest Collaboration
  • Take ownership as a “point person” of the Manifest merchant experience with the knowledge that great customer experience is a company-wide effort
  • Encourage the entire org to be more customer-centric

We’re Looking For People Who…:

• Not only expect change, but embrace it
• Maintain composure and confidence in the face of stressful situations and constant change
• Are practiced in the art of grit
• Think critically with an eye for identifying problems’ root causes
• Can hold space for both championing our merchants and advocating for our internal team at the same time
• Let actions speak louder than words
• Don’t let perfect be the enemy of good
• Have a bias for action
• Step up and do the works that’s needed, when it’s needed
• Demonstrate a willingness to keep learning
• Buy into continuous process improvement

What You’ve Done Prior to Manifest:

• 3+ years of experience account management, customer service, customer success, or other customer-facing roles
• Past experience in B2B, supply chain/logistics, or manufacturing is a major plus
• Excellent verbal and written communication skills for all audiences, experience building rapport with clients/stakeholders across the org chart
• Proficiency in the Google Suite (Docs, Sheets, Slides)
• Prior experience navigating Knowledge Management and CRM tools
• Application of a process-driven approach to provide resolutions to customers
• A “can-do” perspective with a bias for action
• The ability to self-motivate while being a team player, working toward individual performance goals as well as team goals
• A strong willingness to contribute in collaborative group settings
• Prior use of Hubspot ticketing system a plus

Pay & Benefits:

• $60,000 - $80,000 per year in On-Target Earnings (OTE) depending on experience
• Full-time employment
• Medical, dental, vision insurance coverage
• 401k