Responsibilities

• Own a combined client portfolio: Manage both Impact Advisor and Grants Specialist responsibilities for 40 full service accounts, recognizing that the exact number of clients may vary based on account weight and complexity.
• Retain and grow client revenue: Maintain managed current client MRR at 98% or higher through strong service, renewals, plan upgrades, add-ons, discount reductions, and proactive retention efforts.
• Lead client communication: Serve as the primary point of contact for assigned clients through collaboration calls, email communication, and ongoing support.
• Manage Google Ads accounts: Perform regular Google Ad Grant account management, optimizations, strategic adjustments, reporting, and performance analysis outside of client communication.
• Take proactive action: Complete at least one proactive action each week to improve account performance outside of routine optimizations and client requests.
• Communicate value and ROI: Help clients understand the impact of NPM’s services and connect account performance to their organization’s goals.
• Manage renewals and account changes: Clearly and confidently communicate renewals, pricing updates, plan changes, add-ons, and additional services.
• Prevent and resolve account issues: Identify and address account suspensions, policy concerns, performance issues, and client risks quickly and thoughtfully.
• Use data to guide strategy: Create and interpret reports, identify meaningful trends, and use account data and client feedback to guide decisions.
• Collaborate across the team: Work closely with General Managers, Grants Specialists, Impact Advisors, leadership, and other departments to improve client satisfaction, retention, and account assignments.

Requirements

• Tech-savvy mindset: Comfortable learning and using computers, Google Docs, Google Sheets, websites, digital platforms, and new technology.
• Client relationship and sales skills: Experience in customer success, account management, consultative sales, or another client-facing role is preferred, but a strong willingness to learn is essential.
• Digital marketing experience: Familiarity with Google Ads, search marketing, analytics, or other digital marketing concepts is preferred but not required.
• Analytical thinking: Able to interpret performance data, identify patterns, and turn information into practical recommendations.
• Exceptional communication: Strong English grammar, composition, and professional written and verbal communication skills.
• Organization and time management: Able to manage multiple client priorities, deadlines, recurring tasks, and detailed account work within a 40-hour workweek.
• Ownership and adaptability: Self-motivated, resourceful, and comfortable making decisions and solving problems in a remote environment.
• Client-focused approach: Committed to delivering a thoughtful, responsive, and positive experience while maintaining a results-oriented mindset.
• Detail-oriented work style: Strong proofreading skills and a high level of accuracy in account work, reporting, and client communication.
• Receptive to feedback: Open to coaching, constructive criticism, and ongoing development.

Preferred

• Experience in customer success, account management, consultative sales, or another client-facing role is preferred, but a strong willingness to learn is essential.
• Familiarity with Google Ads, search marketing, analytics, or other digital marketing concepts is preferred but not required.

Benefits

• 11 Federally Paid Holidays and 3 weeks of PTO after 90 days of employment.
• Soft-close week between Christmas Eve and New Year’s Day, allowing you time to relax and recharge before the new year.
• After completing paid training, you’ll receive a minimum of $400/month in credit through ICHRA or $300/month through NPMPerks , which can be used for insurance or medical reimbursements. If you opt into ICHRA, we have a benefit guide to establish a Health Savings Account for healthcare savings!
• IronGate’s FICA Reduction Program available after 90 days.
• A $500 starting balance in your Tech & Wellness Stipend account upon successful completion of your 90-day review, followed by a recurring $20/month on your 1-year anniversary.
• 401k match after 1 year of service.
• Commission incentives above your hourly pay and more! Opportunities for commission include maintaining and renewing client relationships, selling additional services, and bringing in new leads.