Business Development Account Manager

📋 Description

• Act as the main point of contact for all current clients, fostering trusted relationships that promote long-term retention.

• Carry out quarterly business reviews and proactively oversee account health through check-ins, surveys, and performance metrics.

• Recognize early indicators of potential churn and implement immediate intervention strategies to sustain retention rates of 90% or higher.

• Monitor client satisfaction scores, lifetime value, and engagement metrics while anticipating needs before issues arise.

• Lead the resolution and de-escalation of all customer service matters, serving as the client advocate and central point of coordination between clients and internal teams.

• Establish clear protocols for issue resolution with specified response times; manage daily communications with urgency and professionalism.

• Identify systemic problems affecting multiple clients and collaborate with leadership to implement lasting solutions.

• Record concerns, solutions, and lessons learned; coordinate cross-functional teams for complex issues.

• Ensure seamless transitions from Business Development to program delivery teams with standardized onboarding procedures.

• Oversee 30/60/90-day milestones to ensure successful program launches with early achievements.

• Identify opportunities for service expansion within existing partnerships; work with the Director of Business Development on data-informed growth strategies.

• Manage contract renewals, Certificates of Insurance (COIs), and negotiations; organize client appreciation events and investor meetings.

• Qualify incoming leads through market research and discovery conversations; assist with initial discovery calls to understand deals and the customer journey.

• Prepare comprehensive prospect profiles, needs assessments, and tailored presentations featuring case studies and ROI models; leverage experience with proposal development to create compelling narratives for potential partners.

• Assist in the preparation and coordination of partnership proposals.

• Maintain CRM systems and produce pipeline reports tracking conversion rates and opportunity status.

• Organize site visits for prospects and compliance reviews; facilitate reference calls and maintain a database of client success stories.

• Investigate ESG investment and housing trends in target markets; evaluate competitor offerings and policy changes that create new prospects.

• Generate reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics.

• Provide data-driven insights to enhance client success and retention strategies.

• Perform additional related duties to support the organization’s mission.

⛳️ Requirements

• Bachelor’s Degree in Business, Marketing, Communications, or a related field.

• 3–5 years of experience in client success, account management, customer service leadership, or a similar client-facing role, demonstrating a proven history in retention, relationship building, and issue resolution.

• Experience working in or closely with nonprofit organizations, social services agencies, or community development initiatives is highly preferred.

• Experience in managing projects from start to finish, including coordinating timelines, stakeholders, and deliverables in a fast-paced, mission-driven environment.

• Familiarity with ESG investing, social impact measurement, or community development is preferred.

• Exceptional conflict resolution and de-escalation skills; ability to maintain composure under pressure and identify at-risk accounts early.

• Outstanding written and verbal communication skills with professional presentation capabilities for client-facing interactions.

• Strong analytical and problem-solving skills; excellent organizational skills with a keen attention to detail.

• Ability to handle multiple priorities and stakeholders simultaneously; experience in coordinating cross-functional teams.

• Natural relationship builder with high emotional intelligence and a consultative approach.

• Proficiency in CRM systems (Salesforce or similar), donor management systems (Bloomerang), and project management tools (Smartsheet).

• Advanced skills in Microsoft Office (Excel, PowerPoint); experience with data visualization, reporting tools, ROI models, and financial projections.

• Valid Driver's License, clean driving record, and current automobile insurance.

• Successful completion of a background check.

🏝️ Benefits

• Health insurance

• Dental insurance

• Short-term disability

• Term life insurance

• Employee Assistance Program (EAP)

• Vision insurance (100% employee cost)

• Voluntary life insurance (100% employee cost)

• Pet insurance (100% employee cost)

• Supplemental benefits (100% employee cost)

• Safe Harbor 401(k) with a 4% company match

• Paid time off

• 14 paid holidays