Account Manager at Chewy in Plantation, FL

Job description

Job Description: Our Opportunity Chewy's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets and pet parents as family and are passionate about meeting their needs and exceeding customer expectations through every interaction. To support this mission, Chewy is seeking an experienced Account Manager to support an emerging customer experience for organizations that purchase products and services on behalf of pets and their communities. The Account Manager will own a portfolio of organizational customers within an assigned territory and manage each relationship from onboarding through ongoing engagement. Through a combination of virtual and in-person interactions, the Account Manager will understand how each customer operates, connect it with eligible Chewy programs and services, help them adopt solutions that save time and deliver greater value. This role will serve as a trusted advisor to customer leaders and day-to-day users, coordinate support across Chewy, and translate customer feedback into actionable improvements. The ideal candidate is comfortable operating in ambiguity, identifying gaps in existing processes, and mobilizing cross-functional partners to deliver both immediate solutions and scalable, long-term support. The position requires roughly 25% of time traveling within the state territory and in-person engagement throughout the assigned territory. What You'll Do Own a portfolio of organizational customers and drive account strategy across the full customer lifecycle, including onboarding, adoption, engagement, retention, reactivation, and responsible growth. Serve as a trusted advisor by recommending eligible Chewy programs, services, and solutions that align with customer needs, and guide customers in adopting best practices that improve their experience and operational effectiveness. Develop and execute strategic account plans informed by customer needs, account performance, purchasing patterns, recurring needs, risks, program participation, and growth opportunities. Navigate complex or ambiguous customer needs by identifying gaps in existing processes and mobilizing cross-functional partners across Customer Care, Operations, Finance, Healthcare, Fulfillment, and other teams to deliver immediate solutions while helping establish scalable, long-term support. Build trusted, consultative relationships with organizational leaders and day-to-day users; develop a deep understanding of their goals, operating models, decision-making processes, and evolving needs to identify opportunities to deliver greater value. Maintain end-to-end ownership of complex customer issues, applying sound judgment to determine appropriate solutions, escalation paths, and cross-functional support while balancing customer and business needs. Serve as the voice of the customer by identifying trends, recurring needs, and barriers across the portfolio and translating insights into structured, actionable recommendations for Product, Engineering, Operations, and business teams. Use customer, account, and CRM data to assess account health, prioritize opportunities and risks, and measure performance against defined KPIs. Translate insights into targeted account strategies and engagement plans that drive measurable outcomes. Identify, develop, and test opportunities to improve customer adoption, engagement, and retention or reduce the effort required to serve customers. Partner across Chewy to recommend scalable improvements to processes, tools, and customer experiences. Maintain timely and accurate CRM records covering customer activity, account strategies, engagement, outcomes, risks, opportunities, and customer feedback to support effective portfolio management and business visibility. Contribute to the evolution of the account management program by sharing portfolio insights, developing best practices, and helping establish repeatable approaches that improve how Chewy serves organizat