Overview Ship Essential is seeking a dynamic Senior Account Manager to lead our account management team while working directly with some of today’s hottest direct-to-consumer (DTC) brands. You’ll have the opportunity to shape our strategy and build long-lasting relationships with innovative, fast-growing companies in apparel, beauty, home goods, and more. This role offers the chance to collaborate with cutting-edge brands, crafting tailored solutions to help them scale, enhance their customer experience, and drive growth in the rapidly evolving e-commerce landscape. You’ll oversee critical accounts, ensuring that Ship Essential delivers exceptional value at every stage of the journey. We pride ourselves on our responsiveness and sense of urgency. To that end, this is an in-person role based at our Brooklyn, NY location. Team Management • Manage and support the performance and development of the Warehouse Account Managers (WAMs) on the NY team • Provide coaching and guidance on communication, prioritization, and brand relationship management • Support onboarding of new WAMs and help them ramp quickly into high performance • Partner with the CA-based Senior Account Manager to align team standards and share best practices Brand Leadership & Relationship Management • Build trusted, ongoing relationships with senior stakeholders at each NY-based brand • Conduct regular check-ins with brand founders, CEOs, COOs, and Ops leads — not just to troubleshoot, but to align, listen, and advise • Personally manage Ship Essential’s most critical brand accounts, ensuring high engagement, transparency, and trust • Act as the primary escalation point for complex brand issues, ensuring swift resolution with care and accountability • Educate brands on Ship Essential’s service offerings and help them get the most value out of our platform and team • Embrace a “Hug Your Customers” mindset — make every brand feel known, supported, and cared for Cross-Functional Collaboration • Lead the onboarding process for new brand accounts, serving as the primary point of contact and coordinating across internal teams to ensure a smooth and timely launch. • Serve as the bridge between brand needs and internal departments (warehouse, inbound, outbound, finance, partnerships) • Ensure smooth handoffs, shared context, and fast turnaround across cross-functional requests • Work closely with the NY General Manager to align on high-priority operational or brand-specific initiatives • Keep internal leadership informed on brand performance, sentiment, and escalations • Oversee brand off-boarding when necessary, ensuring a professional and organized transition while maintaining clear communication and documentation throughout the process. Strategic Oversight & Continuous Improvement • Establish and track KPIs and metrics for account performance, ensuring accountability and ongoing optimization • Monitor account profitability and ensure a strong balance between service and margin • Identify opportunities to improve operational processes, communications, and systems that impact brand success • Contribute to broader strategic projects and team-wide improvements that support scalable brand success Documentation & Reporting • Maintain clear internal documentation of brand SOPs, priorities, escalation paths, and recent updates • Organize account resources, templates, and brand guides to ensure consistency and efficiency • Communicate effectively and regularly with leadership about trends, challenges, wins, and risks across accounts You Will Succeed in This Role If… • You build deep relationships and inspire confidence in everyone from warehouse leads to CEOs • You catch issues before they escalate, and you know how to move quickly and cleanly through them when they do • You keep your team and your brands calm, informed, and focused — even during chaotic moments • You seek clarity, ask smart questions, and always look for better ways to get the job done • You care deeply about the details and can step back to see the big picture • You are energized by ownership, urgency, and the chance to shape something growing fast Qualifications • 5+ years of experience in account management, with a strong background working with high-growth DTC brands • Experience leading or mentoring a team, ideally in an e-commerce, logistics, or fulfillment setting • Deep understanding of e-commerce operations and customer experience; Shopify experience is a plus • Exceptional written and verbal communication skills • Strong organizational and analytical skills; ability to interpret metrics and manage by data • Proficiency with CRM tools, WMS platforms, and Google Workspace