Account Manager - Client Success & Growth

About the Role

Undocked is looking for an experienced Account Manager to own and grow strategic client relationships while ensuring strong customer success and business outcomes.

This is an opportunity to work closely with enterprise clients, executive stakeholders, sales, and delivery teams to build long-term partnerships, identify growth opportunities, and ensure clients receive measurable value from Undocked's consulting and technology services.

What You'll Do

• Own and strengthen strategic client relationships as a trusted advisor and primary point of contact.


• Drive account growth by identifying expansion opportunities across Supply Chain, WMS, OMS, PIM, MDM, IT, and consulting services.


• Develop and execute account plans covering client goals, growth opportunities, risks, and engagement strategies.


• Lead customer success initiatives, ensuring clients realize measurable value from Undocked's services.


• Conduct executive check-ins and Quarterly Business Reviews (QBRs) to align on priorities, performance, and future opportunities.


• Monitor customer health, satisfaction, engagement, and potential risks.


• Own and coordinate client escalations, working with internal leadership and delivery teams to drive timely resolution.


• Partner with Sales and Delivery teams on opportunity shaping, proposals, SOWs, and account expansion.


• Identify cross-sell and upsell opportunities within existing accounts.


• Maintain accurate CRM records, account plans, opportunities, risks, and engagement history.


• Build strong relationships with business and technology stakeholders across client organizations.

What We're Looking For

• 7+ years of experience in Account Management, Client Success, Customer Success, Business Development, Consulting, or a related role.


• Proven experience managing B2B or enterprise client relationships.


• Strong understanding of account growth, customer retention, and relationship management.


• Must be based in or able to work from either Nashville, TN or Raleigh, NC.


• Experience working with senior stakeholders and conducting executive reviews/QBRs.


• Strong communication, presentation, negotiation, and stakeholder management skills.


• Experience identifying client needs and converting them into business opportunities.


• Strong problem-solving skills and experience managing client escalations.


• Experience working with CRM platforms and managing account/opportunity information.

Preferred

• Experience in Supply Chain, WMS, OMS, PIM, MDM, ERP, eCommerce, Retail Technology, or IT Services.


• Experience working with consulting or professional services organizations.


• Experience managing strategic or enterprise accounts.


• Experience with technology sales cycles, proposals, and SOW development.


• Existing relationships within retail, supply chain, logistics, or technology organizations.