Account Manager (Vietnam Based)

We're hiring an Account Manager based in our Hanoi office to provide operational account oversight for WARP's largest customers. This role is focused on ensuring every shipment meets client SLAs and quality standards. You'll work hand-in-hand with WARP Operations teams and partner closely with U.S. based Account Management counterparts to deliver a seamless follow-the-sun service model.

You'll be the primary client-facing owner during Vietnam business hours for monitoring performance, driving issue resolution, communicating clearly, and preventing problems before they happen. Success in this role means stable, high-performing operations and trusted day-to-day relationships with both clients and internal teams.

Operational Oversight & SLA Management

• Own the day-to-day operational health of assigned enterprise accounts, ensuring high SLA attainment across all managed shipments.
• Monitor live shipment execution and performance dashboards; flag risks, investigate root causes, and drive corrective actions with Operations.
• Lead incident management and escalations: coordinate cross-functional response, communicate timelines, and ensure closure with clear preventive steps.
• Track recurring issues (carrier performance, facility constraints, process gaps, data errors) and partner with Ops to eliminate them.

Client Communication & Business Rhythm

• Serve as a key client contact for operational topics during Vietnam hours, providing timely updates, clear explanations, and confident problem-solving.
• Maintain crisp handoffs to U.S. counterparts to ensure 24/7 continuity.

Cross-Functional Partnership

• Translate client requirements and SLA definitions into internal operating plans with WARP Operations.
• Align daily with U.S. based Account Managers and Operations leaders on priorities, performance trends, and escalation status.
• Advocate for the client while balancing WARP's operational capabilities and constraints.

Continuous Improvement

• Build and maintain SOPs, playbooks, and reporting for assigned accounts to increase consistency and speed.
• Identify opportunities to improve service reliability, reduce exceptions, and strengthen operational visibility.
• Keep account documentation current in WARP systems (ticketing/CRM/BI).

• Strong spoken and written English; comfortable collaborating daily with U.S. based stakeholders.
• 5+ years in account management, customer success, or strategic partnerships, ideally in logistics, transportation, or supply chain.
• Hands-on experience in B2B logistics or supply chain technology required.
• Strong analytical skills; able to use dashboards and data to diagnose performance and tell a clear story.
• Excellent communication and stakeholder management skills; confident presenting to senior leaders.
• Bachelor's degree in Business, Logistics, Supply Chain Management, or a related field (or equivalent experience).

• Experience supporting enterprise logistics programs with strict SLA/scorecard structures.
• Familiarity with TMS/OMS/WMS tools, logistics marketplaces, or last-mile/linehaul networks.
• Prior work in a global follow-the-sun service model.
• Comfort with SQL, Looker/Tableau/Power BI, or advanced Excel.