Account Manager

Account Manager

Location: Rancho Cucamonga, CA Department: MasonHub, Inc.

Type: Full-Time Min. Experience: 3+ Years

Company Overview

MasonHub, Inc. is an innovative new provider of fulfillment technology and services founded in 2018 in Los Angeles. With an experienced management and technical team that understands the unique requirements of omnichannel fulfillment, our goal is to modernize the $150 billion 3PL industry with cutting-edge technology and unmatched hands-on service. MasonHub is backed by Canvas Ventures.

We built MasonHub from the ground up to support and scale rising, omnichannel brands that prioritize the customer experience. Rather than force retailers to adapt to outmoded and inefficient software, MasonHub is uniquely engineered to optimize inventory management and shipping. Our clients include disruptive activewear retailer Carbon38 and luxury size-inclusive ecommerce destination 11 Honoré.

Job Summary

MasonHub is a fast-paced, dynamic work environment, supporting the most innovative and exciting retail brands. As an Account Manager, you will support a portfolio of clients to provide a best-in-class experience. The Account Manager is responsible for keeping current clients satisfied and delivering exceptional service on a day-to-day basis. Account management responsibilities include developing strong relationships with clients, on-boarding new clients, being the key liaison between client and cross-functional teams and preparing performance reports.

Responsibilities And Duties

• Cultivate strong relationships with clients based on trust and respect
• Serve as lead point of contact for assigned clients. Be the advocate for them!
• Respond promptly to all customer inquiries and needs
• Effectively transition customers from Sales to Implementation through a seamless onboarding process
• Lead weekly and/or monthly status calls with customers, including ownership of agenda and follow-ups
• Develop quarterly business reviews for each customer and present both externally to the customer and internally to the business leaders
• Work with clients on a monthly basis to develop volume and financial forecasts
• Help drive adoption and engagement of MasonHub’s Customer Portal
• Assist with the development and sharing of best practices with internal teams and clients in order to deliver exceptional client experience and value
• Regularly share customer feedback for product improvements with Product Management Team
• Ensure all new client requests, features and/or services have been discussed and delivery dates agreed to by the Product and Operations Teams prior to committing to the customer
• Make effective use of MasonHub’s tools and processes, specifically Zendesk, Zendesk Sell etc.
• Stay current on industry issues and trends
• Meet MasonHub’s business goals for retention, customer satisfaction, account growth and other key performance measurements

Qualifications And Skills

• 3+ years of experience in account or client management, and/or customer support
• Must have excellent presentation, written communication and verbal communication skills
• Natural ability to build strong relationships with clients
• Fluent in multiple system applications (i.e., Excel, Word, PowerPoint, Zendesk, G-suite products, WMS, etc.)
• Operations experience required, fulfillment/distribution a plus
• Comfortable in a fast growing start up
• Ability to navigate tough situations and keen understanding of when escalation is necessary
• Highly self-motivated and results-oriented
• Strong cross-functional collaborator and team player