[Remote] Charity Account Manager

Note: The job is a remote job and is open to candidates in USA. givestar is hiring a Charity Account Manager to manage US nonprofit partners after they transition from Sales. The role covers partner activation, fundraising performance, account retention and growth, and development of the company’s US account-management practices.

Responsibilities

• Take ownership of a portfolio of charity partners as they move from Sales into activation
• Be the main day-to-day contact through onboarding, kickoff, activation, adoption, growth and early renewal planning
• Get to know each partner's organisation, priorities and fundraising goals
• Build strong relationships and become someone partners can turn to for advice and support
• Help new partners get up and running quickly and start getting value from givestar
• Understand each partner's fundraising objectives, programmes, opportunities and challenges
• Help partners build and improve peer-to-peer, endurance, event and other fundraising programmes using givestar
• Use fundraising and account data to understand what's working, what isn't and where things could improve
• Look at areas such as registrations, fundraiser activation, participation, average raised per fundraiser, conversion and overall performance
• Use what you're seeing to give partners practical recommendations that can improve their fundraising
• Build account plans around each partner's goals, fundraising performance and opportunities with givestar
• Keep on top of account health, retention, forecasts and upcoming renewals
• Spot renewal risks early and work with the partner and wider team to address them
• Identify opportunities to grow accounts where there's a clear benefit for the partner
• Close straightforward upgrades and work with Sales on larger renewals and more complex opportunities
• Take responsibility for retaining and growing revenue across your portfolio
• Keep account plans, forecasts and reporting accurate and up to date
• Work closely with Event Partnerships to help charities get the most from givestar-powered endurance and event programmes
• Share partner feedback and product ideas with the wider team
• Help develop how we manage charity accounts in the US, including processes, benchmarks, reporting and best practices
• Keep CRM data accurate so everyone has a clear view of partner activity, performance and opportunities
• Share what's working and what you're learning as our US nonprofit business grows

Skills

• Experience in account management, customer success, partnerships, fundraising or another commercially focused client role
• A track record of managing, retaining and growing a portfolio of customer or nonprofit relationships
• Strong relationship-building skills and confidence working with senior stakeholders
• Good commercial judgement and an understanding of how customer outcomes and account growth fit together
• Confidence working with data and turning performance information into useful recommendations
• Strong organisation, follow-through and attention to detail
• Experience using CRM systems and working with forecasts, account plans and performance reporting
• Authorisation to work in the United States without visa sponsorship
• Experience in US nonprofit fundraising
• Experience with peer-to-peer fundraising platforms or programmes
• Experience with endurance, event or challenge-based fundraising
• Experience managing relationships with large national nonprofit organisations
• Experience analysing and benchmarking fundraising performance
• Responsibility for renewal and retention across a meaningful revenue portfolio
• Experience in SaaS, fundraising technology or other technology-enabled services
• Experience working in an early-stage, high-growth or rapidly changing organisation

Company Overview