Strategic Account Operations Associate

As 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, perfect for someone who loves diving into the details while protecting the customer experience.

• Own the operational health of 10-15 enterprise accounts through daily shipment reviews, performance monitoring, and proactive anomaly detection to spot risks before they impact customers

• Partner strategically with Enterprise CSMs through regular sync meetings, ensuring they feel confident about account health and equipped with the data needed for strategic conversations

• Pull reports, analyze data, and decode invoicing to provide comprehensive operational support and tell the story of what's happening across your accounts

• Interface directly with Solutions Engineering, Product, and Operations teams to troubleshoot complex issues and advocate for your customers' needs

• Communicate complex operational issues clearly to customers who may not have logistics expertise, translating technical problems into business impact for stakeholders on calls when needed

• Determine appropriate escalation paths (CSM, operations, engineering) based on issue type and urgency, working with your CSM to establish the right communication cadence for each account

• Deliver projects on a tight turn around when an enterprise-level account needs analysis, reporting, or project support

• Monitor 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 team

• You 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 solutions

• You have exceptional pattern recognition skills and can parse messy data, spot trends, and pull at threads others might miss

• You're highly organized and can manage multiple accounts, projects, and priorities without dropping balls

• You stay calm and solution-focused when things don't go as planned; grace under pressure is your superpower

• You 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 stakeholders

• You work seamlessly across teams and know when to ask for help

• You love being in the details while keeping an eye on the big picture

• You're energized by protecting customer experience through proactive monitoring

• You believe that operational excellence is a competitive advantage

Nice to have:

• Experience in operations, logistics, or supply chain

• Background in eCommerce or SaaS

• Familiarity with tools like Salesforce, Zendesk, Notion, or BI/analytics platforms

• Experience managing enterprise or high-value accounts

Success in this role looks like:

• Strong revenue retention and NPS scores for your enterprise account portfolio

• Proactive issue identification— you catch problems before our customers do

• Effective partnership with your aligned Enterprise CSMs

• Consistently meeting SLAs on project turnaround times