Head of Enterprise Account Management

About Printful Enterprise:

Printful Enterprise harnesses the power of the world’s leading on-demand production network to help customers serve unpredictable demand profiles, deliver custom solutions at scale, and fulfill high quality merchandise globally. We achieve this by pairing a proprietary technology stack that integrates design, commerce, and fulfillment with more than 100 first and third party production sites decorating over 2,000 apparel and hardlines items around the world. Today our rapidly growing business serves Fortune 50 customers, PPAI top 100 Distributors, and leading corporate merchandise platforms.

About the Job:

The Head of Account Management is responsible for growing our most strategic customer accounts through a combination of direct relationship ownership and influence via a team of account managers. As a player-coach, this role develops and executes account growth strategies to achieve this growth. The Head of Account Management sets and upholds the high standards by which the team collaborates with our customers and manages the development of this team. This role also distills customer feedback and insights, communicating these to cross-functional partners to inform roadmaps. The Head of Account Management is a key point of escalation to resolve customer issues and works to ensure operational excellence.

Key Responsibilities:

• Develop the account management function at Printful Enterprise by setting high standards, hiring strong account managers, and coaching the team

• Prioritize accounts by performance and potential, determining the composition of each account manager’s portfolio

• Own the growth, retention, and success of a high-value portfolio of accounts, proactively identifying and actioning next steps.

• Partner closely with the Sales team to ensure account handoffs are effectively managed, feedback loops are established and close coordination exists

• Serve as a Print on Demand and e-commerce expert

• Strengthen and extend Printful’s relationships within each account

• Serve as the primary point of contact for customer issues and questions and an escalation point for other customers

• Develop and refine the growth strategy for each account, considering account goals and Printful capabilities

• Collaborate internally with technology, operations, and merchandising teams to execute account strategies.

• Support client teams engaging with new features and products.

• Provide proactive business reviews, performance insights, and recommendations to drive revenue growth and long-term account value.

• Resolve escalations swiftly, always advocating for the client while aligning with Printful’s operational capabilities.

• Accurately forecast revenue and track key account performance in Salesforce.

• Distill insights from account management activities that drive improvement in Printful’s product, operations, and quality

• Leverage available tools to work efficiently and effectively

Skills and Expertise:

• 5+ years of experience in account management, client success, or strategic partnerships in a B2B enterprise environment.

• 3+ years of experience in e-commerce and a strong understanding of e-commerce strategy and operations

• Proven track record of growing large, complex accounts with $1M+ in annual revenue.

• Excellent relationship management skills and executive presence

• Strong commercial acumen and the ability to identify and act on revenue-driving opportunities.

• High attention to detail and comfort working across systems (Salesforce, Excel, eComm platforms like Shopify, etc.).

• Understanding of print-on-demand fulfillment and decoration methods is a plus

Other Requirements:

• Ability to travel occasiona