Manager of Account Management
Your Company:
As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.
Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.
We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.
But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.
Manager of Account Management
Compensation: $100k base, $150k OTE
Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation and sick time
Your Work:
As the Manager of Account Management at Feathr, you will lead and mentor a team of Account Managers dedicated to managing strategic partnerships with nonprofit organizations. You'll play a pivotal role in driving customer success through expert oversight of renewal and expansion efforts. By deeply understanding our clients' missions and needs, you will guide your team in optimizing the use of Feathr's software to achieve impactful outcomes and foster long-term client relationships.
In this role, you will be responsible for setting strategic direction, overseeing the renewal and growth strategies across a portfolio of key accounts, and ensuring alignment with Feathr’s business objectives. Your leadership will be instrumental in achieving revenue targets, advocating for nonprofit clients within Feathr, and collaborating with cross-functional teams to enhance product offerings.
Your Experience:
4+ years in B2B SaaS account management, customer success, or equivalent experience
2+ years of experience management of SaaS teams responsible for driving revenue outcomes tied to retention and growth
Track record of high achievement in previous positions
Demonstrated ability to learn and apply new information, skills, or techniques
Demonstrated ability to coach, mentor, and train team members
Your Qualities:
Strategic Leadership: Ability to set strategic direction, develop and execute comprehensive account management plans that align with customer objectives and Feathr’s business goals.
Team Leadership: Demonstrated success in leading and mentoring a team of account managers, fostering collaboration, and promoting a high-performance culture.
Influential Communicator: Exceptional interpersonal and communication skills, capable of articulating complex ideas persuasively and building consensus across internal and external stakeholders.
Customer Advocate: Passionate about understanding and advocating for the unique needs of nonprofit clients, with a deep understanding of their decision-making processes and operational challenges.
Analytical Acumen: Proficient in leveraging data and analytics to derive actionable insights, forecast revenue opportunities, and mitigate risks within the account portfolio.
Operational Excellence: Highly organized with a strong ability to prioritize tasks effectively, manage multiple projects simultaneously, and drive initiatives to successful completion in a fast-paced environment.
Strategic Partnerships: Proven ability to negotiate complex agreements, manage a large revenue pipeline, and influence decision-makers at various organizational levels.
Your Day:
Lead and mentor a team of Account Managers, overseeing a portfolio of strategic nonprofit accounts, and ensuring excellence in account management practices.
Set strategic direction for account management initiatives, develop and implement comprehensive account plans, and drive efforts to achieve revenue targets and customer satisfaction goals.
Collaborate cross-functionally with Product, Marketing, Support, and Services teams to align customer needs with Feathr’s product roadmap and service offerings.
Act as the primary escalation point for key customer issues, leveraging your expertise to resolve challenges and maintain high levels of client satisfaction.
Analyze customer usage data, account history, and market trends to provide actionable insights and recommendations to improve client outcomes.
Continuously monitor and report on key performance metrics, including revenue forecasts, renewal rates, and customer satisfaction scores, to inform strategic decision-making.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Compensation:
Base salary for this position is $100,000 dependent on experience and credentials and and OTE of $150,000.
In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated sales team.
Location:
This position is Remote to candidates located in Eastern and Central time zones or with the option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.
Interview Process:
As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.
HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 15-20-minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has related to benefits, culture, and the company as a whole.
Hiring Manager Interview- 30 minute virtual meeting with the VP of Customer Success to answer role-specific questions and dive deeper into your background and experience.
Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role. The completion of the assignment should not take more than 90 minutes, and candidates are given multiple days to work on the project.
Panel Interview - 1 hour interview with two to three key members of the team. This interview will dive deeper into the role, technical knowledge, and requirements of the position. You will also utilize this time to review any questions related to your work assignment.
Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. At this time, we will collect and reach out to candidates’ references. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.
After all the details of the informal offer are finalized, the candidate will receive their formal offer.
Interviewing at Feathr
We've prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.
We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.
Benefits & Perks for full-time employees
We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.
Full vision and dental, 99% health insurance
Flexible Work Schedule
Sick time for when you need to take care of your physical or mental health
Vacation Time
Extended Summr + Wintr Breaks
Parental Leave
Wellness Reimbursement Credit
Home Office Stipend
Professional Development Budget
Team hangouts and events
Culture:
Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.
Practicality: Progress Over Perfection
Ambition: When Feathr wins, We all win
Candor: Better communication, Better results
Trust: Assume the best, Share openly
Service: We exist to fix
This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.
Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.