Senior Account Manager / Nonprofit Enterprise

Posted by
Give Lively
New York, NY
Published 22 days ago

Top Account Management Responsibilities:

  • Develop and grow strategic partnerships with Premier NPO Members (who raise $250k annually) to increase brand reputation, member engagement, member referrals, dollars raised, and platform adoption
  • Build personal relationships that extend our values and increase loyalty with our top members
  • Identify potential new Premier NPO Members in early stages of Membership
  • Manage and grow Nonprofit Members who raise $250K+ annually
  • Identify and build strategic relationships with Nonprofits that have the potential to exceed $250K
  • Set strategy to increase platform adoption, retention rates, and referrals from $250k Members
  • Candidate would have to understand what the big moments of the year are for this nonprofit and build a working knowledge of critical giving days and events
  • Working to win more business, aka, where a nonprofit runs large events where we might have played a small part, where we can play a larger part.
  • Understand the objection: why are they not using us for a given event/critical fundraiser

Cross-Team Innovative Responsibilities:

  • Co-create scalable cross-team processes w/ Marketing Team to achieve goals
  • Collaborate with New Member Account Manager to build a seamless handoff process for top accounts
  • Collaborate with Customer Support Team + Technical Solutions Team to develop a coordinated VIP experience for $250k Members to find solutions for technical and support needs
  • Sync strategic visions with Marketing Team to expedite creating rich content such as case studies, knowledge documentation, and member programs to hit goals.
  • Maintain all member info in Salesforce to strategically collaborate with other teams: Customer Support + Marketing
  • Identify opportunities for innovation and evolution in current internal systems, processes, and work with Product Team to increase total Power NPO Members utilization

Product Development + Advocacy Responsibilities:

  • Identify, track, and provide insights to the Product Team about $250k+ Members product feedback, needs, churn red flags.
  • Partner with Product & Marketing to develop a launch strategy for new products
  • Advocate for Premier NPOs internally resulting in a more successfully adopted product roadmap, product launches, and more customized messaging
  • Develop and maintain a pipeline of Beta Testers of Power NPO Members to better inform new features and the product roadmap.
  • Act as a prominent advocate internally representing the needs, interests, and concerns of Premier NPOs regarding Product.
  • Influence outbound Mktg, Product, and CSS messaging to result in best experience of delivery and content to $250k+ Members

Internal Systems Responsibilities:

  • Help improve and customize new Salesforce CRM to track member relations
  • Help leverage our CRM to provide better insights into our members.
  • Support product, synthesize customer feedback and usage into actionable themes
  • Leverage CRM segmentation and establish an integrated and scalable approach to achieve and exceed goals.

Key Metrics of Success for this Role:

  • Increased use of GL platform for key events and fundraisers for NPOs
  • Reduce churn rate of NPOs YoY
  • Maintain and increase high CSAT results of Partnership experience for NPOs
  • Increase number of NPO referrals
  • Increase total number of Nonprofit Members who raise over $250k YoY
  • Increase average amount raised by NPOs YoY

Experience Requirements:

  • 6-8+ years experience in enterprise client success and account management
  • 4+ years experience in account management at a SaaS organization
  • Significant experience in the Nonprofit Sector, particularly with Development Director/Executive Director and/or C-Suite level decision makers
  • Experience collaborating with Product + Engineering Team, a penchant for product
  • Proficient CRM skills and experience, particularly Salesforce
  • Self-starter, self-motivated, and comfortable with the non-revenue generating nature of our company and how it differentiates from a typical revenue-oriented, commission-based sales role.

Top Account Management Responsibilities:

  • Develop and grow strategic partnerships with Premier NPO Members (who raise $250k annually) to increase brand reputation, member engagement, member referrals, dollars raised, and platform…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Job Type
  • Start Date
    August 2, 2021


$80,000 - $85,000


Work may be performed anywhere in United States
Associated Location
New York, NY, USA

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