Enterprise Account Operations Associate
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Job Description
Enterprise Account Operations Associate ensuring operational health of enterprise accounts while analyzing and reporting on data trends. Partnering with customer success to translate shipping challenges into business insights.
Responsibilities:
- 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 turnaround 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
Requirements:
- 3+ years in a client-facing role (customer success, account management, support, or similar)
- 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're 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)
- Comfortable and confident interacting with VPs and C-suite executives and have the presence to build trust with senior stakeholders
- Love being in the details while keeping an eye on the big picture
- energized by protecting customer experience through proactive monitoring
- 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
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