Key Account Manager

Role Overview

Key Account Manager at Shipa. This role cultivates and expands relationships with the company's most valuable clients, requiring a strategic mindset, strong relationship-building skills, and deep understanding of customer needs.

Role Purpose

To develop, manage, and grow strategic relationships with key eCommerce and cross-border clients by implementing tailored account plans, driving revenue growth, optimizing service delivery, and serving as a trusted logistics advisor aligned with client requirements in fast-paced digital commerce markets.

Key Responsibilities

Account Management – eCommerce & Cross-Border

• Develop and implement strategic account plans tailored to eCommerce clients, including SMEs and global platforms.
• Build and maintain strong relationships with key decision-makers at client organizations, especially those involved in digital commerce and cross-border fulfillment.
• Identify and pursue growth opportunities in cross-border eCommerce, optimizing routes, services, and product offerings.
• Enhance client onboarding and operational processes for seamless integration with fulfillment, air/ocean, and last-mile delivery capabilities.
• Ensure customer satisfaction and loyalty by aligning internal capabilities with client requirements in fast-paced eCommerce markets.
• Manage SaaS customers and projects on wider initiatives as the role extends beyond eCommerce.

Revenue Generation

• Achieve and exceed revenue and margin targets across eCommerce accounts and strategic B2C/B2B2C segments.
• Drive solution sales for international parcel delivery, express freight, cross-dock, returns management, and hybrid delivery models.
• Collaborate with product, pricing, and solutions teams to tailor service bundles for cross-border and domestic eCommerce.

Customer Relationship Management

• Understand digital commerce trends and work closely with clients to address logistics pain points.
• Co-develop process improvements that enhance visibility, delivery speed, and cost-efficiency across the supply chain.
• Maintain high service levels, proactively resolve issues, and act as a trusted logistics advisor.

Sales Forecasting & Pipeline

• Maintain detailed forecasts and pipeline management with a focus on the eCommerce vertical.
• Analyze sales data and campaign effectiveness to identify opportunities for upselling or improved service adoption.

Stakeholder Management

• Collaborate with internal operations, customs, IT, and last-mile partners to ensure seamless service execution.
• Represent the company at industry events and eCommerce-focused trade shows or webinars.

Qualifications & Experience

• Bachelor's degree in business, logistics, marketing, or a related field.
• 5+ years of experience in key account management or logistics sales, ideally in the eCommerce or cross-border shipping space.
• Deep understanding of eCommerce fulfillment processes, platforms (e.g., marketplaces, D2C), and digital integrations.
• Proven track record of driving revenue and client success through consultative selling and process innovation.

Skills & Competencies

Technical

• Familiarity with digital shipping solutions, eCommerce platforms (e.g., Shopify, Magento), and last-mile technology.
• Proficiency in CRM systems and data-driven sales methodologies.
• Strong analytical skills and the ability to translate logistics data into actionable insights.

Behavioral

• Teamwork and collaboration.
• Quality and results focused.
• Learning agility.
• Business acumen.
• Strategic thinking.
• Digital savvy.
• Negotiation and influence.
• Emotional intelligence.
• Decision making.

Soft Skills

• Strong communication and project management skills.