Passport

Enterprise Account Operations Associate

Passport

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • Own the operational health of 10-15 enterprise accounts through daily shipment reviews, performance monitoring, and proactive anomaly detection to spot risks before they impact customers
  • Partner strategically with Enterprise CSMs through regular sync meetings, ensuring they feel confident about account health and equipped with the data needed for strategic conversations
  • Pull reports, analyze data, and decode invoicing to provide comprehensive operational support and tell the story of what's happening across your accounts
  • Interface directly with Solutions Engineering, Product, and Operations teams to troubleshoot complex issues and advocate for your customers' needs
  • Communicate complex operational issues clearly to customers who may not have logistics expertise, translating technical problems into business impact for stakeholders on calls when needed
  • Determine appropriate escalation paths (CSM, operations, engineering) based on issue type and urgency, working with your CSM to establish the right communication cadence for each account
  • Deliver projects on a tight turnaround when an enterprise-level account needs analysis, reporting, or project support
  • Monitor our shipping network at a macro level so you can distinguish between systemic issues and account-specific problems, contributing weekly updates on performance and emerging trends to the broader team

Requirements

  • 3+ years in a client-facing role (customer success, account management, support, or similar)
  • Exceptional pattern recognition skills and can parse messy data, spot trends, and pull at threads others might miss
  • You're highly organized and can manage multiple accounts, projects, and priorities without dropping balls
  • You're calm and solution-focused when things don't go as planned; grace under pressure is your superpower
  • You communicate complex issues clearly and concisely to diverse audiences (engineers, marketers, executives)
  • Comfortable and confident interacting with VPs and C-suite executives and have the presence to build trust with senior stakeholders
  • Love being in the details while keeping an eye on the big picture
  • energized by protecting customer experience through proactive monitoring
  • Believe that operational excellence is a competitive advantage
  • Nice to have: Experience in operations, logistics, or supply chain
  • Background in eCommerce or SaaS
  • Familiarity with tools like Salesforce, Zendesk, Notion, or BI/analytics platforms
  • Experience managing enterprise or high-value accounts
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisreportinganomaly detectionperformance monitoringproject managementpattern recognitionlogisticsoperationssupply chaineCommerce
Soft Skills
communicationorganizational skillsproblem-solvingcalm under pressurestrategic thinkingrelationship buildingattention to detailcustomer experience focusadaptabilityproactive monitoring