Sr. Manager Account Management

About the company Salasa is a leader in the logistics and supply chain solutions for e\-Commerce merchants. Over the past years Salasa has worked with over 500 brands across 15 categories. Salasa has a vision "To be a leading eCommerce enabler delivering innovative and value driven solutions through a simplified supply chain.". And a mission "To build and shape the future of eCommerce in the region by providing innovative and sustainable end to end products and solutions.” We operate with four core values: * Innovation. * Customer\-centricity. * Scalability. * Integrity. Salasa has two sets of offerings: A. Offline: * Mega fulfillment centers: large\-scale facilities to receive stocks of our clients, store them, prepare orders and dispatch them. * Darstores: small warehouses distrubuted across main cities to do on\-demand delivery and two\-hour delivery. * Last mile delivery: through our own subsidiary or aggregator option. * Bonded\-zones (new): custom\-free areas where merchants can store their products withouth the need for licenses and registrations. * Cross\-border (new): enabling merchants from anywhere in the world to ship to anywhere in the world. B. Online: Salasa One (order management system) with integrations with online web stores such as Zed, Salla and Shopify and with warehouse management systems and transport management system. This is the one\-stop\-shop for our clients to manage their processes and supply chain end\-to\-end. **Job Purpose:** The Senior Account Manager manages and develops a portfolio of key client accounts after onboarding, with responsibility for relationship quality, retention, service performance, and sustainable revenue growth. The role serves as the main commercial and strategic contact for assigned clients, monitors account health, manages risks and escalations, and identifies cross\-selling and upselling opportunities across Salasa’s services. **Key Responsibilities:** 1\. Client Relationship Management  Manage long\-term relationships with assigned key accounts and senior client stakeholders.  Understand each client’s business model, priorities, operational requirements, and growth plans.  Align client expectations with Salasa’s service capabilities, contractual scope, and agreed commitments. 2\. Retention and Churn Management  Monitor account health and identify early signs of dissatisfaction, reduced activity, or churn risk.  Develop retention plans for at\-risk clients and coordinate corrective actions with relevant teams.  Maintain visibility of renewals, commercial commitments, churn reasons, and retention risks. 3\. Account Growth and Revenue Development  Identify and progress cross\-selling and upselling opportunities based on client needs and growth potential.  Develop account growth plans and support proposals, pricing discussions, service expansions, and contract amendments.  Monitor account revenue, order volume, service utilization, and the commercial opportunity pipeline. 4\. Service Performance and Escalation  Monitor agreed service levels across fulfillment, inventory, shipping, returns, and support.  Coordinate investigation and resolution of service gaps, recurring issues, and critical escalations.  Ensure clients receive timely, accurate updates on incidents, risks, action plans, and resolution timelines. 5\. Client Satisfaction and Account Health  Monitor client satisfaction through feedback, CSAT, service reviews, and regular engagement.  Maintain accurate account health assessments and develop actions to improve engagement and satisfaction.  Conduct periodic business reviews covering performance, challenges, priorities, and future plans. 6\. Reporting and Senior\-Level Contribution  Prepare account performance updates and forecasts covering revenue, renewals, risks, and growth opportunities.  Handle strategic, high\-value, or high\-risk accounts and support complex client situations and executive escalations.  Contribute to account management standards, playbooks, reporting practices, and strategic improvement initiatives. Salasa \| Senior Account Manager Job Description **Key Performance Indicators:**  Client retention, churn, and contract renewal rates.  Account revenue growth and cross\-selling / upselling revenue.  Client satisfaction, account health, and completion of scheduled business reviews.  SLA achievement and resolution time for critical client issues.  Value and conversion of identified commercial opportunities.  Accuracy and completeness of account and CRM information. Qualifications and Experience  Bachelor’s degree in Business Administration, Supply Chain, Logistics, Marketing, or a related field.  Proven experience in account management, client success, commercial management, or key account management.  Experience managing complex or high\-value accounts; fulfillment, logistics, e\-commerce, SaaS, or technology experience is preferred.  Practical experience with CRM systems such as Salesforce, HubSpot, or similar platforms. Skills and Competencies  Strong stakeholder management, communication, presentation, and negotiation skills.  Commercial awareness with the ability to identify revenue and account\-growth opportunities.  Data analysis, problem\-solving, escalation management, and cross\-functional coordination.  High ownership, accountability, organization, and ability to operate in a fast\-paced environment.  Good understanding of fulfillment, logistics, shipping, inventory, and e\-commerce operations. Authority and Decision\-Making Authorized to coordinate account\-related actions, escalate service and commercial risks, recommend retention or service improvements, initiate account\-growth discussions, and request corrective action plans. Pricing changes, financial commitments, contractual amendments, and service exceptions require approval through Salasa’s standard internal process.