Client Success, Account Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Take full ownership of the client onboarding process, guiding new e-commerce brands through the setup of their accounts, Shopify integration, and initial fulfillment workflows.

• Act as the primary contact for a portfolio of client accounts, managing relationships from the onboarding phase to ongoing steady-state support.

• Actively monitor inventory levels across client accounts, identifying restock risks and proactively reminding clients before potential stockouts occur.

• Oversee and troubleshoot Shopify storefronts and integrations on behalf of clients, addressing day-to-day platform challenges.

• Utilize internal account management tools to track account health, recording open issues, their statuses, and necessary follow-ups.

• Collaborate with internal operations and warehouse teams to swiftly and clearly resolve client-facing fulfillment issues.

• Communicate effectively using DTC/e-commerce terminology (such as SKUs, inventory turns, fulfillment SLAs, and restock cadence) when advising clients.

• Identify upsell and expansion opportunities for the sales team; note that CRM usage is managed by sales, not account management.

• Document account processes and client preferences to ensure continuity throughout the client lifecycle.

• Provide reports on account health metrics, escalating at-risk accounts prior to potential churn.

• Maintain a high standard of clear, professional communication across email, chat, and phone interactions.

⛳️ Requirements

• A minimum of 3 years of experience in client account management, customer success, or customer experience, preferably in e-commerce or logistics (essential).

• Proven proficiency with Shopify (essential).

• Knowledge of DTC/e-commerce workflows and terminology (essential).

• Experience in proactively managing client relationships from start to finish, rather than just providing reactive support (essential).

• Outstanding written and verbal communication skills in English (essential).

• Comfortable navigating internal dashboards and account-tracking tools (essential).

• Preferable experience in logistics, freight, or fulfillment industries.

• Experience with account health or customer experience platforms is preferred.

🏝️ Benefits

• Competitive salary

• Paid US holidays

• Paid wellness days

• Health & wellness allowance

• Monthly profit sharing

• Long-term employment with opportunities for growth

• Ongoing training in AI, Operations, and Leadership

• Dedicated success coaching and support through Assistantly