Associate, Account Management

The U.S. Green Building Council (USGBC) is a global, nonprofit organization based in Washington, D.C., working to improve environmental sustainability, human health, and resilience in the built environment through its programs and rating systems including LEED. 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 & Membership team is responsible for the management and delivery of USGBC’s organizational membership program, 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 the membership program to engage accounts, identify opportunities for further engagement, and meet recruitment, retention, re-engagement 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 Management Associate will be responsible for the engagement and retention of a portfolio of current and lapsed corporate member accounts. The associate will act as a consistent and primary point of contact for their accounts, encouraging and facilitating opportunities for deeper engagement in USGBC’s work. Leveraging membership as the primary focal point, the associate is an entry point to inform accounts of USGBC’s suite of green building products, services, and offerings. The associate will seek to develop long-term relationships with accounts, helping them understand the opportunities available, providing guidance and resources, connecting with internal contacts, escalating, or resolving issues, and collecting and responding to feedback about their experience. Accounts are primarily assigned by sector so that the associate can develop industry knowledge to be leveraged in outreach and engagement strategies.

The Associate will provide ongoing and consistent communication to their accounts highlighting the connection between membership, USGBC’s goals, and the larger green building movement with the primary intent of encouraging further connection. Building off the existing outreach calendar, which outlines the schedule of monthly emails and phone calls throughout the lifecycle of a member account, the associate will develop sector-specific campaigns throughout the year to reach specific audiences or share timely information. Working in partnership with the membership team, the associate will acquire advanced knowledge of USGBC’s organizational membership program, including structure, benefits, and pricing to engage accounts and deliver the highest quality member experience. 

The Associate will have general industry knowledge, communication, and customer support skills, and be committed to engaging and celebrating their accounts. The associate is responsible for putting customers first, ensuring high quality, and maintaining consistency in follow-through and tracking. The associate will contribute to organizational goals and the continuous improvement of account management processes, resources, and strategies.  This position requires a proven ability to self‐manage, prioritize competing demands, and meet short deadlines. Strong research, analytical, project management and organizational skills as well as high attention to detail are a must. The associate must have an entrepreneurial mindset and be able to efficiently collaborate with cross-functional teams.

Specific Responsibilities:

• Executing account management strategies to achieve recruitment, retention, and reactivation goals; testing opportunities for sector-customization 
• Acting as an advocate and primary POC for accounts by providing excellent customer service, ensuring the highest quality experience, facilitating recognition and further engagement  
• Providing ongoing and consistent communication to accounts within sector(s) portfolio, by leveraging the standard distribution structure and deploying sector-specific campaigns
• Consistently seeking opportunities to customize approach for assigned sector(s) and identify new opportunities for account engagement leading to stronger relationships
• Leveraging existing policies, procedures, and resources to respond to customer service inquiries and support account engagement 
• Representing account management at internal and external meetings and events, increasing visibility and driving interest and engagement 
• Executing at least one team contribution assignment based on established SOP, ensuring consistency and the highest possible quality; consistently seeking ways to increase efficiency and optimize delivery
• Deploying established communications strategies via mail merge
• Continuously building institutional and industry knowledge to inform strategies for strengthening engagement with accounts within sector(s) portfolio
• Maintaining, updating, and revising sector and product resources, SOPs, and templates
• Contributing to team reporting and tracking by maintaining accurate account records in Salesforce and other platforms as determined by operations team
• Becoming familiar with core USGBC products, and organizational processes, teams, and engagement pathways
• Participating in team meetings, presentations, and other activities 
• Other projects as assigned

Education & Experience Requirements:

• Bachelor’s Degree 
• 1-3 years of professional experience, preferably in a client-facing role, experience in sustainability and/or the building industry a plus
• Excellent customer service and time management skills
• Ability to shift gears smoothly and maintain momentum on multiple assignments
• Familiarity with Microsoft Suite – particularly Excel and 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 able to handle confidential information with discretion 
• Excellent written and spoken communication skills, experience delivering formal presentations a plus
• Drive to develop the skills, knowledge, and abilities to continually improve performance 
• A strong commitment and passion to advance USGBC’s mission

Other Preferred Qualifications:

• Sustainability Excellence Associate, LEED Green Associate or AP credential 
• Proficiency in Salesforce, Smartsheet and other business application platforms 

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.