Key Account Manager / Senior Key Account Manager

About the Role

Swiftx is hiring a Key Account Manager / Senior Key Account Manager to own and grow our relationships with major Chinese cross-border e-commerce platforms, including TikTok Shop, Temu, and SHEIN. This role is the primary point of contact between Swiftx and platform-side stakeholders, responsible for driving account growth, ensuring operational service levels are met, and acting as the voice of the customer internally. Because our platform partners and their teams operate primarily in Mandarin, business-level fluency in Mandarin is a mandatory requirement for this role.

Key Responsibilities

• Own end-to-end relationship management for one or more named key accounts among TikTok Shop, Temu, SHEIN, and similar cross-border e-commerce platforms.
• Serve as the primary day-to-day liaison with platform stakeholders, communicating fluently in Mandarin and English to manage requests, escalations, and business reviews.
• Develop and execute account growth plans that expand parcel volume, service scope, and revenue within assigned accounts.
• Coordinate cross-functionally with Operations, Warehouse/Fulfillment, Customs & Compliance, Finance, and Product teams to ensure SLAs (on-time delivery, exception rates, capacity) are consistently met.
• Monitor account performance metrics (volume, cost-to-serve, service quality, customer satisfaction) and proactively identify and resolve issues before they affect the partnership.
• Lead quarterly business reviews (QBRs) and prepare account performance reports, forecasts, and growth proposals for both the client and internal leadership.
• Negotiate contract terms, pricing, and service-level agreements in partnership with Sales, Legal, and Finance.
• Stay current on cross-border e-commerce trends, competitor logistics offerings, and platform-specific policy changes (e.g., customs, tariffs, compliance requirements) that affect account strategy.
• Represent Swiftx at client meetings, industry events, and site visits, including occasional travel to client offices or Swiftx facilities.
• Mentor and provide guidance to the Key Account team and coordinate shared best practices across the team.
• Mandarin language fluency (spoken and written) — required. This role communicates directly with Mandarin-speaking platform partners on a daily basis.
• Professional working proficiency in English.
• Bachelor's degree in Business, Supply Chain, International Trade, or a related field, or equivalent practical experience.
• 3+ years of experience in key account management, client success, business development, or a related commercial role.
• Experience working with, or deep familiarity with, cross-border e-commerce platforms such as TikTok Shop, Temu, SHEIN, or similar.
• Strong understanding of logistics, fulfillment, or supply chain operations; experience in parcel delivery, freight, or 3PL environments is highly valued.
• Proven track record of managing client relationships, meeting revenue or growth targets, and resolving operational escalations.
• Excellent communication, negotiation, and stakeholder management skills across cultures and time zones.
• Comfortable working with data — building reports, tracking KPIs, and using performance data to guide account decisions.
• Willingness to travel occasionally and to accommodate meeting schedules aligned with China business hours as needed.
• Base Salary: 80k-100k + bonus
• 7 PTO days
• 5 Paid Sick Leave Days
• 6 Paid Holidays
• 401K
• Medical insurance, Dental and Vision Insurance, STD/LTD