Account Manager, Fulfillment
3m healthcareMillbrae (CA)
About the role
Requirements:
We're looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join oursThis role requires equal fluency in relationship management and data-driven storytelling3–5 years of experience in account management, customer success, or strategic partnerships — preferably in a marketplace, logistics, e-commerce, or B2B SaaS contextDemonstrated track record of owning commercial outcomes (retention, expansion revenue, or upsell) within a named account portfolioStrong analytical fluency — able to pull and synthesize data from BI tools (Looker, Mode, Snowflake) to build business cases and executive-level narrativesExcellent written and verbal communication; comfortable presenting to brand founders and operators with conviction and clarityExperience managing escalations and cross-functional coordination under time pressure(Desirable) Background in wholesale, retail supply chain, 3PL operations, or fulfillment — understanding of landed cost economics and operational trade-offs is a meaningful differentiator(Desirable) Experience at a marketplace or platform company with both buyer and seller stakeholders(Desirable) Familiarity with Zendesk, Salesforce, or similar CRM/support tooling(Desirable) Comfort with ambiguity and iterative process-building; this role will help define its own playbookWhat the job involvesThe Account Manager, Fulfillment owns the post-onboarding relationship for a portfolio of brands enrolled in Fulfilled by FaireThis is a commercially-oriented role sitting at the intersection of customer success, strategic account management, and operational consultingThe AM is accountable for brand retention, unlocking addressable SKUs within FbF, and driving the consolidation of non-Faire wholesale volume onto the platform — ultimately increasing FbF's share of each brand's total distributionThe best AM will translate operational metrics into commercial conversations, coach brands on the cost, ease, and growth benefits of FbF, and proactively identify at-risk accounts before churn signals become churn eventsOwn the QBR/MBR cadence for your portfolio of brands — prepare, deliver, and follow up on structured business reviews that connect FbF operational health to brand revenue outcomes.
Note:
this is specific to Fulfillment, different than BSMsBSM = general portfolio of programs and brand perf on Faire, how's it all going, ROI of each program etcFulfillment AM = goal of retention + revenue; then how to coach brands on cost/ease/growthBuild multi-threaded relationships within brand accounts (founder, ops lead, sales director) to ensure Faire has a durable presence beyond a single point of contactDevelop and maintain a living account plan for each brand documenting their wholesale strategy, growth goals, pain points, and consolidation opportunityTrack and surface brand health signals (fulfillment SLA trends, return rates, catalog coverage, order velocity) to shape the review narrative and prioritize interventionsMaintain a real-time risk register for your portfolio — flag brands showing signs of disengagement (declining order volume, SLA friction, support ticket escalation, low catalog activity) and activate retention protocols before churn is formally triggeredLead escalation management for brands experiencing fulfillment issues; coordinate internally with FbF Ops and Warehouse teams to resolve and close the loop with the brand (including post onboarding questions + feedback) Build and recommend custom "save" plans for at-risk accounts, including fee concessions, operational audits, and executive engagement where warranted (ie where to offer appeasements and program benefits) Conduct structured off-boarding interviews with any brand that churns to capture root cause and feed insights back to product, ops, and leadershipMap each brand's total wholesale footprint — identify the volume, channels, and retail segments currently fulfilled outside of Faire and quantify the consolidation opportunityBuild and present a compelling consolidation case tailored to each brand: cost per order comparison (FbF vs. 3PL vs. self-fulfill), SLA reliability benchmarks, and projected net margin impact of migrating volume to FbFDevelop milestone-based migration plans for brands willing to consolidate, coordinating with Warehouse Ops to ensure capacity and onboarding supportTrack consolidation pipeline and report GMV-at-risk (volume outside Faire) alongside GMV-converted (volume successfully moved to FbF) in your portfolio metricsAudit each brand's active Faire catalog against their full SKU assortment — identify categories, price points, or product lines with low representation on the platformPartner with brands to expand catalog depth and breadth, with particular focus on high-velocity SKUs and seasonal assortment that can drive incremental retailer demandPosition catalog growth as a retention lever: more SKUs in FbF increases platform stickiness and makes brand consolidation structurally harder to reverse
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