Account Manager in Vancouver

Shippabo is a tech-enabled ocean freight forwarder. Founded in 2016, we have raised $22 million from Wonder Ventures, TenOneTen Ventures, Double M Partners, and Slow Ventures. Our platform gives importers one place to book, track, and manage ocean shipments, with their internal teams and their overseas suppliers working from the same data. Behind the platform sits a real forwarding operation: a dedicated ocean contracts and pricing team that negotiates carrier rates, and a team in China that works directly with shippers at origin. We’re about 40 people across the US, Canada, Vietnam, Philippines, and China. Our engineering team builds the software that makes the operation faster and more transparent than a traditional forwarder can be.

This is an account management role built around retention, service quality, and problem solving. It’s not a quota-carrying sales job. There’s no cross-sell or upsell target, and no cold outbound. The one exception is re‑engaging importers who have gone quiet or moved volume elsewhere, where the goal is to understand what went wrong and win the volume back.

What you’ll do:

• Own a portfolio of importer accounts. You are the primary relationship owner for a book of existing importers. You are accountable for retention, satisfaction, and the health of the relationship over time.
• Diagnose before you escalate. When a client raises an issue, your first job is to determine what kind of issue it is.
• Review shipments and catch problems early. You should be able to look at a booking and know when something is off before the customer tells you.
• Balance the client and the business. Understand what each importer is optimizing for and weigh that against what makes commercial sense for Shippabo.
• Drive quote acceptance and forecast accuracy. Make sure forecasted volume actually books, quotes are accepted or the reason they were not is understood.
• Own outcomes across team. Many customer requests require Product, Operations, Finance, or the origin team in China.
• Monitor and report on your portfolio. Track operational and revenue metrics across your accounts.
• Serve as an advisor, not an order taker. Educate importers on supply chain practices and on what Shippabo's platform and network can do for them.
• Handle inbound small and new importer leads. Own inbound marketing leads from smaller importers, qualify them, and get them onboarded and running.
• Re‑engage churned and dormant accounts. Work through importers who have reduced or stopped shipping with us, understand why, and rebuild the relationship where the fit is still there.

What we’re looking for:

• Direct experience in ocean freight forwarding, NVOCC, or as an importer managing ocean freight.
• The ability to troubleshoot independently.
• Strong commercial judgment.
• Structured thinking.
• Clear written communication.
• Comfort in a small company.

Helpful but not required:

• Experience with a freight forwarding TMS or a modern digital forwarder platform.
• Familiarity with customs documentation and entry requirements.
• Working knowledge of demurrage, detention, and how to keep clients out of accessorial charges.

Compensation:

Base salary is $110,000 to $120,000 CAD. An annual performance bonus brings expected Year 1 total cash compensation to $120,000 to $140,000 CAD. Actual compensation is dependent upon many factors, such as training, transferable skills, work experience, business needs, location, and market demands.

Benefits for our Shipmates:

At Shippabo, our benefits are a reflection of our core values and our commitment to making healthy living affordable and accessible to everyone on board. Our team members enjoy ample Vacation and Sick time, allowing you to take the breaks you need to recharge and ensuring your well‑being remains a priority as you grow with us. We offer multiple health plan options and contribute meaningfully toward the cost of coverage for you and your dependents, in addition to a RRSP Plan with matching contributions.

Equal Opportunity Statement:

Shippabo is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.