Account Manager, CastleGate Forwarding

CastleGate Forwarding (CGF) is a digital freight forwarding organization within Wayfair's broader CastleGate Logistics network. We offer a full suite of shipping services providing Wayfair suppliers with a competitive and convenient logistics solution. 

You will manage a large portfolio of Wayfair suppliers who utilize CGF to import containers to both CastleGate (Wayfair) and their own warehouses in the U.S. You will pursue strong relationships with your accounts by understanding their shipping needs, work proactively to grow their business with CGF, and be responsible for increasing profitability and customer satisfaction within your portfolio. 

What You'll Do: 

• Cultivate and grow relationships with executives and stakeholders from each account deepening the relationship with CGF
• Meet or exceed annual shipping, profitability, and customer NPS targets 
• Meet regularly with stakeholders to monitor the account health and ensure CGF remains their primary freight forwarder
• Lead monthly or quarterly strategic business reviews with top performing accounts
• Use your knowledge of the account to identify, develop, and close upsell opportunities
• Actively participate in the onboarding process for new accounts ensuring they have a great experience and continue to utilize CGF’s services
• Drive product adoption with stakeholders ensuring they know the full value of CGF
• Develop strong relationships with internal cross-functional teams to improve processes and supplier experience. Resolve issues as they arise related to freight movement and ad-hoc transactions. 
• Maintain customer data and account information in Salesforce
• Continue to expand your knowledge of supply chain processes through internal and external trainings to strengthen your position as a trusted advisor to your accounts
• Analyze data and trends, build reports that support long term improvements

What You’ll Need: 

• Bachelor Degree and 3+ years in account management, sales, and/or customer success
• A background in logistics, freight forwarding, or supply chain is a plus
• Customer-centric mindset
• Experience using Salesforce or other CRM 
• Experience in a highly cross-functional environment strongly preferred 
• Excellent written and verbal communication skills; demonstrated ability to craft and deliver clear narratives on work plans 
• Demonstrated record of taking ownership and responsibility for driving successful results
• Ability to define scope and build out a clear work plan to investigate and solve ambiguous problems 
• Ability to manage multiple projects at once and the skills to prioritize ruthlessly
• Experience working with, analyzing, synthesizing, and presenting data with clarity and recommended actions 

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.