Estoca

Account Manager

• Serve as the primary point of contact for strategic clients on commercial, operational, project, and contract matters
• Build and maintain strong, trusting relationships with clients in the portfolio
• Lead the onboarding of new clients
• Manage contracts, including renewals, commercial reviews, and strategic alignment
• Identify and develop upsell and service expansion opportunities
• Lead strategic account projects, aligning clients with internal teams
• Coordinate internal teams to ensure efficient operational execution and resolution of critical requests
• Manage accounts based on performance indicators, SLAs, and business outcomes
• Monitor account health through operational, transportation, and customer experience metrics
• Manage accounts over the medium and long term to ensure success during seasonal events and client scaling

Key Account Manager

People Operations

• Serve as the link between leadership and teams through recurring 1:1s, a presence across departments, and continuous engagement monitoring
• Map the company culture during the first few months, assessing departments and identifying gaps between the stated and lived culture
• Lead and analyze engagement surveys / eNPS by department and translate results into a prioritized action plan with each manager
• Define and sustain the minimum management cadence, including 1:1s, feedback, IDPs, and follow-up
• Enable managers to implement leadership development practices
• Lead the end-to-end performance cycle: evaluations, calibration, feedback sessions, and IDPs
• Identify team and leadership gaps using the latest performance cycle as a baseline
• Track turnover by department, identify attrition risks, and take action with managers
• Conduct exit interviews and share insights with the relevant departments
• Mediate conflicts and support managers in sensitive team situations
• Support the onboarding and cultural integration of new Estockers together with managers
• Support organizational design, including roles, seniority levels, team structure, and headcount planning with leadership and Finance
• Consolidate People metrics, such as turnover, eNPS, headcount, and revenue per headcount, bringing analyses and recommendations to leadership
• Prioritize the People project portfolio according to the business’s current needs
• Expand into other People functions and build a team over time

Key Account Manager

People Manager