Due to further expansion, we are seeking an Account Manager to help us to continue to dominate one of the most buoyant, fastest-growing industries, that is changing the world and the speed at which we receive items.

What we do

LineTen is on a mission to crack the code on urban delivery. By leading with our values and putting carrier partners first, we are paving the way for better delivery experiences. LineTen is a new approach to delivery with a free carrier API and an operations management platform for shippers. We're building the first global data-driven last-mile network that has the potential to solve industry-wide problems.

Why work with us?

• We Are a Home-First Team: LineTen is committed to our home-first policy, which means that we honour remote working first, and offer office space in London, England and Porto, Portugal.
• We Believe in Having Fun: Our WellUs team organises monthly events like Pet Zoom Calls, walking challenges, and after-hours cocktail lessons.
• We Want You to Take a Break: We believe it is the quality of work that matters, not the hours spent “on the clock”. We offer flexible working hours and unlimited vacation.
• We Work in Teams: We work in teams rather than as individuals. Some teams, like our Product Teams, have agile ceremonies such as stand-ups and sprint planning.
• We Pitch Our Ideas: We independently sketch ideas then come to team discussions with prototypes instead of trying to reach consensus through extended discussion.
• We Challenge Norms: We don’t want to be typical. We believe in challenging the status quo. We encourage our teammates to make their jobs their own.

We are looking for a Account Manager to join our team in North America. There’s so much opportunity here, so if you’re a go-getter who wants to learn and progress quickly then keep reading! The key responsibilities will be:

• Develop and/or contribute to a strategy to ensure LineTen delivers a high level of service to existing clients in order to retain and grow them
• Represent LineTen as the client’s primary point of contact for all account related matters to ensure a strong user experience
• Develop and manage long-term client relationships to ensure client loyalty and relationship stickiness / longevity
• Create an environment that nurtures mutually beneficial retention and growth outcomes
• Interpret and respond to client requests based on what we can realistically do for them
• Understand new developments within LineTen to inform clients of new products/product releases/services
• Monitor net promoter scores, sales results and the realisation of targets within LineTen
• Analyse client outcomes, performance, industries and competitors to identify opportunities and threats
• Up-sell and/or cross-sell, as appropriate, negotiating contracts and closing new agreements
• Prepare reports and documents to outline client performance and progress against initiatives
• Conduct periodic account reviews and provide training to clients as and when required
• Track client satisfaction and share client feedback with the relevant teams in LineTen
• Maintain Insightly, LineTen’s Customer Relationship Management (CRM) system
• Work with Finance to resolve any outstanding payments and payment queries
• Review and challenge the viability of clients to ensure we do what is right for both parties
• Proactively forecast and track account metrics, working with other stakeholders where necessary to intervene and correct when not on target. Be the liaison between the client and the LineTen internal teams
• Monitor and analyse how clients use our products; investigating instances where usage shows a decline and preparing for when usage is expected to increase
• Work with the Demand and Client Solution teams to onboard and integrate new clients into the function

To be successful at this job it’s likely you’ll have the following skills and experience:

• Effective communication to develop rapport and build long-lasting relationships with clients
• Commercial awareness to conduct detailed analysis that underpins growth plans
• Big picture thinking to develop and maintain long-term, attainable client roadmaps
• Data-driven insight to make informed, outcome-driven, priority decisions
• Capacity planning to create volume forecasts to inform our delivery solutions
• Financial acumen to assure client payment terms are fully understand and met in full
• Stakeholder management to map out key client and LineTen contacts to direct our focus
• Risk management to identify “at risk” clients and develop mitigation strategies
• Ability to multi-task and prioritise workloads and clients, as the situation demands, to optimise results
• Customer focus to always consider how LineTen’s actions will impact our clients
• Knowledge of the Logistics, SaaS and/or e-commerce sectors
• Experience of using Customer Relationship Management systems
• Financial awareness
• Can-do attitude, confident, proactive and process-driven
• Ability to work under pressure, manage conflicts and negotiate mutually beneficial outcomes
• High levels of empathy, gravitas, adaptability, tenacity and resilience
• Fluent in verbal and written English

If you have at least 80% of the listed experience and skills, it’s definitely worth applying!