Account Manager

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.

Account Manager

Compensation: $70,000 base annually, $90,000 OTE.
Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

As an Account Manager at Feathr, you'll play a vital part in our mission to deliver unparalleled digital marketing solutions to nonprofits. You’ll be a key contributor on a team that's reshaping the way nonprofits nurture and engage their communities. You serve as the bridge between Feathr and our customers, by not just ensuring their satisfaction, but by also understanding clients’ unique needs, and driving their success through managing the renewal and account expansion touchpoints.

In this role, you’ll be instrumental in driving renewals and expansion of valued partnerships with our customers. Your expertise will guide nonprofit organizations to the Feathr plans best suited for their needs, setting them up to help them achieve their goals more effectively. For customers that are pleased with their plans, you’ll also help simplify the renewal process for customers making it easy for them to renew with Feathr. 

Your Experience:

• Minimum 2+ years of Business to Business (B2B) SaaS Account Management or Customer Success Experience with renewal and expansion efforts 

• Experience in a quota-carrying role     

• Experience handling a large book of business

Your Qualities:

• Natural Problem Solver: Quality problem-solving skills to resolve customer challenges

• Strong Communicator: Excellent communicator, both in verbal and written communications 

• Nonprofit Educated: Understands the needs of Nonprofit customers, how they make decisions, and what their buying cycles are

• Outcome-focused: Skilled at managing a large book of business towards clear outcomes 

• Organized & Efficient: Attention to detail, organized and efficient with managing (and prioritizing) time and many tasks at one time. 

• Role Behavior Qualities: Incorporates CS behaviors (i.e. leading the customer, curiosity, minimize surprises, etc.)
  Product Knowledge: Understands all product features and services, and has the ability to apply to valuable use cases for customers

• Negotiation: Excellent negotiation skills to renew and grow customer agreements

• Pipeline Management: Experience managing a revenue pipeline of renewals and expansion opportunities

Your Day:

• Responsible for managing a book of business with the purpose of driving outcomes of renewal and growth

• Manage relationships with key account stakeholders across accounts that have decision power in renewal decision

• Maintaining awareness of changes across key account stakeholders to ensure Feathr engages the right contacts about their renewal agreement 

• Renew and expand managed customer accounts

• Educate (and sell) customer on new feature & service offerings that impact renewal retention & growth

• Weekly forecast expectations for renewal and expansion pipeline of all customers in the 90-day window to renewal

• Solve (and assist on) key risk & growth opportunities that will have an impact on renewal and expansion, managing them to a resolved or unresolved state

• Collaborate cross-functionally with internal stakeholders (i.e. Product, Marketing, Support, Sales, Services, etc.) to resolve risk and ensure all renewals finish on time

• Serve as advocate/champion for their customers’ needs during the period of renewal

• Analyze customer usage data & account history to recommend options at point of renewal for highly probably growth customers

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:

Starting salary for this position is $70,000 depending on experience and credentials, with the potential to earn a total of $90,000 in OTE.

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 Professional Services 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 20-30 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.

• Hiring Manager Interview- 45 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.

  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.
  
  

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.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

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

• Unlimited 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.