Account Manager and Onboarding Specialist

SPL Group is a leading provider of parcel optimization and logistics solutions. We partner with enterprise clients to reduce shipping costs, improve delivery performance, and optimize their supply chain operations across Fed Ex, UPS, and other carriers. Our platform empowers customers to make data-driven decisions and streamline their shipping operations.

SPL Group seeks an experienced Account Manager and Onboarding Specialist to drive customer success and ensure seamless implementation of our parcel optimization solutions. This role is critical to our customer retention and satisfaction strategy, requiring someone who can manage complex implementations while building strong customer relationships that drive expansion opportunities.

You will be the primary point of contact for assigned customer accounts, responsible for ensuring successful onboarding, system adoption, and ongoing optimization. This role requires strong project management skills, technical acumen, and the ability to navigate multiple stakeholders within enterprise organizations. You will report to the Chief Revenue Officer and work collaboratively with Operations, Solutions, and Sales leadership.

• Manage end-to-end onboarding for new enterprise customers, including project planning, timeline management, and stakeholder coordination
• Serve as the primary account contact for customer communication and issue resolution
• Develop and execute customer onboarding plans that ensure rapid time-to-value and system adoption
• Monitor customer health metrics and KPIs; proactively identify and address issues before they escalate
• Conduct training sessions and create documentation to enable customer success
• Identify expansion opportunities and collaborate with sales team on account growth
• Manage customer billing inquiries, service level agreements, and contract renewals
• Facilitate regular business reviews and performance reporting with customers
• Work cross-functionally with Operations, Technology, and Finance to resolve customer issues
• Maintain detailed account records and provide accurate forecasting and reporting

• Minimum 4+ years of account management, customer success, or onboarding experience in B2B SaaS or technology-enabled services
• Proven ability to manage complex implementations and multiple stakeholders simultaneously
• Strong project management skills with experience using project management tools
• Excellent communication skills, both written and verbal, with ability to present to C-level executives
• Problem-solving mindset with ability to troubleshoot technical and operational issues
• Experience with CRM and data management systems
• Ability to manage competing priorities in a fast-paced environment
• Bachelor s degree in Business, Operations, or related field (or equivalent professional experience)

• Experience in logistics, transportation, supply chain, or parcel services
• Knowledge of shipping platforms, carrier integrations, or API management
• Experience with Salesforce or similar CRM platforms
• Familiarity with customer success metrics and KPI reporting
• Experience training end-users on technology platforms
• Customer Focus:
  Dedicated to understanding and exceeding customer expectations
• Project Management:
  Ability to plan, execute, and manage timelines and deliverables
• Technical Aptitude:
  Comfortable learning and supporting technology solutions
• Communication:
  Clear, concise communicator who can translate between technical and business teams
• Analytical:
  Data-driven approach to identifying trends and opportunities
• Relationship Building:
  Natural ability to develop trust and long-term partnerships

• Competitive salary with performance-based bonuses
• Professional development and training opportunities
• Collaborative, fast-growing team environment
• Clear path for career advancement (Senior Account Manager, Customer Success Manager, Director roles)