Account Manager

The U.S. Green Building Council (USGBC) is a global, nonprofit organization based in Washington, D.C., working to improve human health, sustainability and resilience in the built environment through its programs and standards including LEED, the most widely used green building rating system in the world. Today, people in over 150 countries and territories live, work and learn in LEED certified buildings, communities and cities that protect health, climate and natural resources and enhance quality of life. 

The Account Management team is responsible for the retention and engagement of USGBC’s organizational member accounts, a critical segment of USGBC’s community. With more than 5,000 industry leading organizations, USGBC members bring our mission to life through their support and participation in the evolution of LEED and the advancement of the larger green building movement. USGBC’s Account Management team leverages membership offerings to build connections with accounts, identify opportunities for further engagement, and meet recruitment, retention, and re-activation goals. To be successful on this team individuals must be adaptable, creative, have a high level of maturity, an entrepreneurial mindset, and a commitment to continuous improvement. 

The Account Manager will be responsible for engagement with accounts in their designated sectors. The primary sector for this position will be LEED consultants, a high impact group of member organizations, who facilitate green building practices for a broad range of companies and project types. The Account Manager will be responsible for cultivating strong relationships and driving interest and value for LEED and the USGBC member community. Leveraging established relationships and industry knowledge, the account manager deploys a custom approach to engage accounts ensuring retention, increasing engagement, building high-impact relationships and scaling LEED growth. The account manager will introduce, guide, and support accounts through their membership journey, demonstrating sector expertise through the development and execution of custom campaigns, encouraging collaboration, and sharing data and market insights, consistent and ongoing account celebration, and growing suite of sector-specific resources. 

The account manager will execute a customized engagement approach, facilitating organic and consistent communication that reinforces the value of USGBC membership, LEED, other GBCI rating systems and leverages membership offerings for further engagement and collaboration. They will deploy a robust engagement plan customized for high impact organizations delivering LEED to their clients. Engagement strategies may include webinars, in-person convenings, email and phone communication, marketing opportunities, and targeted campaigns for recruitment, reactivation, upsell and lead generation. The account manager will lead sector-specific projects aimed at enhancing our existing engagement offerings, developing policies, and carrying out solutions that achieve organizational goals and drive continuous improvement. 

This position requires an established understanding of account management goals and engagement strategies, advanced industry knowledge, excellent communication, time management, and customer support skills. This individual will model team values of putting customers first, ensuring high quality, and maintaining consistency in follow-through and tracking. The account manager will embrace continuous improvement and drive initiatives that optimize account management processes, resources, and strategies. This position requires a proven ability to self‐manage, prioritize competing demands, and meet short deadlines. Advanced account management, analytical, project management and organizational skills as well as high attention to detail are a must. The account manager will be expected to demonstrate resourcefulness, conscientiousness, and drive in the commitment to strengthen account relationships and increase adoption of USGBC & GBCI products. They will ensure that their efforts are well-planned, seamlessly executed, and producing the intended results. They must have an entrepreneurial mindset and excel in collaborating with cross-functional teams.

Specific Responsibilities:

• Leading engagement with LEED consultant members, ensuring member retention and satisfaction, equipping them with the tools and resources needed to enable adoption of LEED and other GBCI programs to their clients, and establishing a mutually beneficial process for lead generation and cultivation. 
• Deploying custom account management approach to engage LEED consultant members and other accounts, providing excellent customer service, ensuring the highest quality experience, facilitating recognition and building strong, long-lasting relationships  

• Establishing strategies to achieve team and organizational goals and KPI’s through proactive account engagement that leverages established internal relationships and sector(s) knowledge to lead accounts through account journey 
• Providing ongoing and consistent communication to active accounts within sector(s) portfolio and leveraging the standard distribution structure for non-active accounts
• Serving as a sector(s) consultant and advisor, collecting feedback and proposing solutions to solve a wide variety of account needs
• Nurturing a pipeline of high-impact accounts and identifying opportunities for upsell
• Informing and customizing account management policies, procedures, and resources to support the highest quality account experience   
• Managing at least one team contribution assignment, with primary accountability for all functional areas including procedures, training, delivery, and optimization
• Deploying custom communications strategy, proposing solutions for increased efficiency and impact 
• Representing account management at internal and external meetings and events, increasing visibility of members and driving interest and engagement in membership
• Continuously building institutional and industry knowledge to inform strategies for strengthening engagement with accounts within sector(s) portfolio
• Contributing to team reporting and tracking by maintaining accurate account records in Salesforce and other platforms as determined by operations team
• Expanding generalist knowledge beyond core USGBC products, and establishing expertise in organizational processes, teams, and engagement pathways
• Actively participating in team meetings, presentations, and other activities 
• Other projects as assigned

Experience & Education Requirements:

• Bachelor’s Degree 
• 4 – 7 years of professional experience, preferably in a client-facing role, experience with LEED consulting, sustainability and/or the building industry a plus
• Advanced account management, customer service, and problem-solving skills as demonstrated through engagement and cultivation of high impact accounts
• Generalist knowledge of core USGBC programs and initiatives 
• Demonstrated experience in project and time management 
• Ability to shift gears smoothly and maintain momentum on multiple assignments
• Proficiency developing and deploying complex communications strategy via mail merge and other email platforms 
• Professional experience with Excel, PowerPoint, and other productivity applications; willingness to learn new technology platforms
• Eager, adaptive to change, receptive to feedback and ability to deal with ambiguity 
• Strong sense of personal responsibility and accountability for delivering high quality work within set deadlines
• Demonstrated professionalism and ability to handle confidential information with discretion 
• Excellent written and spoken communication skills with demonstrated experience delivering formal presentations in small and large forums
• Drive to develop the skills, knowledge, and abilities to continually improve performance 
• A strong commitment and passion to advance USGBC’s mission

Desired Qualifications:

• LEED Green Associate or AP credential 
• Proficiency in Salesforce, Smartsheet and other business application platforms 
• SAMA certification, IMPACT selling, or other similar training 

Details:

• Full Time, permanent, salaried, benefits-eligible, exempt status
• Location: 2101 L Street NW, Washington, DC or remote 
• Hours: Monday through Friday, 9:00 am to 5:30 pm EST, 40 hours per week, including occasional evenings and weekends
• Travel – upon request and approval 
• USGBC is an equal opportunity employer, committed to advancing social equity in our work and fostering a culture of diversity, equity, and inclusion
  

Benefits:

Employees work for an established mission-based and member-driven nonprofit organization with a compelling vision, non-profit competitive compensation commensurate with experience and skill level, generous benefits package, 401(k) matching and comprehensive health insurance.  

The headquarters office is a LEED Platinum commercial interior space in a LEED certified building in the LEED Platinum certified central business district in the first LEED Platinum certified city, Washington, DC.  The office serves as an example for green design and construction products and practices.  It is close to public transportation and incorporates many healthy and environmentally friendly features.