Technical Account Manager

SKUTOPIA is on a mission to democratise and decarbonise logistics.

SKUTOPIA is a deep-tech logistics company operating under a dual RaaS (Robotics-as-a-Service) and SaaS model. We deliver end-to-end, AI-powered robotic fulfilment for retailers - eliminating inefficiencies inherent in traditional 3PL models, such as human error, high labour costs, and carbon-heavy processes.

Our advanced robotics and proprietary AI empower our customers to scale faster with high-speed, high-quality fulfilment at a fraction of the typical cost - while also driving both revenue and profit growth.

Founded in 2018 by Talea Bader and Emily Townsend, SKUTOPIA began as Sydney's first eCommerce co-working space. After witnessing firsthand the logistics challenges faced by SMBs, the founders evolved the business into a tech-first fulfilment solution.

**Location**:Alexandria, Sydney, On-site with some flex for hybrid working

**Reports to**: Chief Growth Officer

**Role Overview / Purpose**:
At Skutopia, we're reimagining logistics. As a Technical Account Manager, you'll be the bridge between our merchants, delivery carriers, and internal teams. This isn't a traditional transport role, it's about solving commercial and operational challenges with data, technology, and smart processes.

You'll work directly with eCommerce merchants and carriers to optimise delivery performance, troubleshoot issues, and design scalable solutions. You'll own relationships, but with a technical edge: running analyses in Excel, building reports, and ensuring carriers and merchants succeed with Skutopia.

**Key Responsibilities**:

- Be the go-to contact for merchants and carriers, managing delivery performance, escalations, and ongoing improvements
- Monitor SLAs and proactively hold carriers accountable while keeping merchants informed
- Use Excel/Google Sheets to analyse delivery performance, cost trends, and margins, providing insights that drive smarter decisions
- Support new carrier integrations, pricing updates, and service enhancements, working closely with product, tech & operations
- Deliver regular performance reports and recommendations to merchants and internal teams
- Troubleshoot technical and operational issues, working across carriers, merchants, and internal teams
- Support the Chief Growth Officer with pricing projects, commercial negotiations, and identifying new growth opportunities
- Own rollout plans for new carrier services and international delivery offerings (US/CA/EU/UK)
- Collaborate with leadership, operations, tech, and growth to push Skutopia's delivery services forward.

**What skills & experience are beneficial**:

- Experience in account management for eCommerce operations, logistics or SaaS
- Strong Excel/Google Sheets analytical skills
- Energised by problem solving and creating order out of complexity
- Comfortable working with both merchants and carriers, balancing commercial and technical needs
- Commercially savvy and technically sharp
- Curious, analytical, and driven to make improvements

**What's in it for you?**:

- Opportunity to work in a purpose-driven company shaping the future of logistics
- See the impact of your work
- Competitive salary and benefits package
- A fun, lively and dynamic work environment
- A supportive and inclusive workplace that values your voice to support innovation, collaboration, and personal development
- Being a part of a company that deeply values our culture and our people

When you join us, you'll be an important pillar of a rapidly growing company. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

**What's next?**

**Still on the fence?