Account Manager

iMile Delivery; São Paulo; On-site; BRL 78,120 - 111,600; Full time

Job summary

A leading logistics firm in São Paulo seeks a Key Account Specialist to manage an exclusive client account. This role includes developing strong client relationships, overseeing onboarding for Delivery Associates, and monitoring operational KPIs. Candidates should have a bachelor's degree and proven experience in account management or similar roles. Strong communication, analytical, and stakeholder management skills are essential. This position offers a dynamic environment with varying working hours based on client needs.

Qualifications

• Proven experience in account management, client coordination, operations support, or onboarding roles.
• Experience managing a major or exclusive key client is highly preferred.
• Background in logistics, e-commerce, or last-mile delivery is an advantage.

Responsibilities

• Serve as the single point of contact for the assigned key client.
• Coordinate onboarding activities for Delivery Associates.
• Monitor operational KPIs and conduct regular performance reviews.
• Ensure compliance with client standards and internal policies.

Skills

Stakeholder management

Communication skills

Analytical skills

Problem-solving skills

Education

Bachelor’s degree in any discipline

Job description

The Key Account Specialist is fully responsible for managing and supporting one exclusive key client account. This role ensures end-to-end coordination, operational alignment, compliance management, KPI monitoring, and relationship development to maintain service excellence, SLA adherence, and long-term client satisfaction.

Key Responsibilities

1. Exclusive Account Management

• Serve as the single point of contact for the assigned key client.
• Develop and maintain strong client relationships through regular meetings and performance reviews.
• Ensure all client requirements, expectations, and SLAs are clearly communicated and effectively executed by internal teams.

2. Onboarding & Operational Coordination

• Coordinate onboarding activities for Delivery Associates in line with client requirements.
• Ensure all required documentation is accurately uploaded and maintained in the client portal/system.
• Support Delivery Associates during initial deployment, ensuring proper understanding of client tools, delivery applications, and processes.

3. Performance Monitoring & Reporting

• Monitor operational KPIs such as CPS, Slot Adherence, MDR, and other agreed performance metrics.
• Conduct regular performance reviews and data analysis to identify gaps and improvement areas.
• Prepare and share structured performance reports with internal stakeholders and the client.

4. Compliance & Audit Management

• Ensure full compliance with client standards and internal policies, including trackers and operational controls.
• Coordinate periodic or annual audits for the assigned account.
• Address audit findings promptly and implement corrective action plans.
• Gather feedback from clients and internal teams to enhance service quality and operational efficiency.
• Support ramp-up planning during peak seasons, including coordination of staffing and operational resources.
• Proactively identify risks and recommend preventive solutions to avoid service disruptions.

Working Conditions

• Working hours may vary depending on business and client requirements.
• Field coordination may be required based on operational needs.

Qualifications & Experience

• Bachelor’s degree in any discipline.
• Proven experience in account management, client coordination, operations support, or onboarding roles.
• Experience managing a major or exclusive key client is highly preferred.
• Background in logistics, e-commerce, or last-mile delivery is an advantage.

Core Competencies

• Strong stakeholder and account management skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities within a high-impact account.
• Strong analytical and problem-solving capabilities.
• Comfortable working with KPIs, reporting tools, and compliance requirements.

Health & Safety Responsibilities

All employees must comply with Occupational Health & Safety policies and legislation by:

• Taking reasonable care of their own and their team’s health and safety.
• Ensuring their actions do not adversely affect others.
• Maintaining a clean and organized work environment.