Account Manager

About ParcelShield

ParcelShield has been a trusted leader for nearly two decades in delivering predictive parcel intelligence and patient medication protection services. Our solutions empower specialty pharmacies and healthcare organizations to guarantee the punctual arrival of critical, time-sensitive shipments. Currently, over 220 premier healthcare entities depend on our platform, which monitors more than 62 million packages a year, achieving a 96% accuracy rate in detecting at-risk deliveries. Utilizing machine learning and a carrier-neutral approach across UPS, FedEx, and USPS, the ParcelShield Platform covers the entire shipment journey—from pre-shipment insights and tracking to protection services and post-delivery intelligence—providing shippers with comprehensive visibility and intervention tools to minimize delays, prevent package distress, and keep patients updated throughout.

The Opportunity

This position plays a vital role in accelerating ParcelShield's growth by nurturing and expanding value within existing client partnerships. As an Account Manager, you will be entrusted with a designated portfolio, overseeing renewals, retention, and account growth by facilitating the adoption of new offerings and platform features. This consultative role centers on fostering longstanding customer success rather than cold outreach. The job requires approximately 30% travel for client engagements, attendance at industry events, and participation in company meetings as needed.

Key Responsibilities

• Manage full renewal cycles for assigned accounts, incorporating detailed account planning, quarterly business reviews, and proactive churn risk mitigation.
• Maintain up-to-date and accurate Salesforce records, forecasts, and account plans as the primary source of truth.
• Identify and pursue opportunities for upselling and cross-selling as the ParcelShield platform evolves.
• Deliver independent demonstrations of new products, features, and enhancements to current customers, highlighting additional use cases for greater value realization.
• Build trusted advisor relationships with operational and executive stakeholders, anticipating and addressing needs preemptively.
• Develop multi-layered connections within each account to reduce dependency on single points of contact and strengthen retention.
• Collaborate cross-functionally with Customer Success, Product, Operations, Finance, and Marketing teams to enhance adoption and customer experience.
• Conduct disciplined pipeline management and generate reliable forecasts for renewals and expansions.
• Keep Salesforce updated with all essential account information, ensuring transparency and seamless handoff capabilities within the team.

Required Skills and Qualifications

• 5–8+ years in a customer-facing commercial role within B2B SaaS or a similar technology-driven environment, managing renewals, retention, and account expansion.
• Proven track record of managing a defined book of business with at least 95% gross retention and 110% net retention.
• Expertise building and sustaining long-term relationships with both operational and executive stakeholders.
• Ability to independently learn and demonstrate complex software and evolving feature sets, articulating unique value and ROI.
• Strong negotiation, communication, and stakeholder management capabilities.
• Experience with subscription-based offerings, handling contract renewals and expansions.
• Highly organized, self-motivated, and capable of working autonomously in a remote environment.
• Proficiency with Salesforce, Microsoft Office, and familiarity with modern productivity tools including AI-enabled applications.

Preferred Experience

• Background in sales or support for operations, logistics, healthcare, or supply chain sectors.
• Exposure to workflow-driven, analytics-intensive SaaS platforms.
• Experience within startup or fast-growing companies.
• Knowledge of regulated or mission-critical customers, particularly specialty pharmacy or healthcare logistics, is advantageous but not mandatory.

Additional Information

This role involves approximately 30% travel for customer meetings, participation in industry events and trade shows, and attendance at relevant company meetings as required.