About SPL Group

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 FedEx, UPS, and other carriers. Our platform empowers customers to make data-driven decisions and streamline their shipping operations.

Position Overview

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.

The Role

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.

Key Responsibilities:

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

Required Qualifications

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)

Preferred Qualifications

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

Key Competencies

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

What We Offer

Competitive salary withperformance-based bonuses

Comprehensive benefits package (health, dental, vision, 401k)

Professional development and training opportunities

Collaborative, fast-growing team environment

Clear path for career advancement (Senior Account Manager, Customer Success Manager, Director roles)

3PL Business Inc. DBA SPL Group

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