Customer Account Manager

US Green Building Council • Washington, DC

13h • $105,000 - $125,000 • Remote

About The Position

The Customer Account Manager advances the goals of USGBC and GBCI by building and maintaining enduring commercial customer relationships and aligning customers’ business and sustainability objectives with appropriate products and services across the USGBC/GBCI portfolio. This individual owns account planning, relationship continuity, retention, repeat business, applicable renewals, and expansion opportunities for assigned accounts. The role supports a global portfolio, including strategic, enterprise, and multi-region customers, and coordinates with internal teams and channel partners to support long-term customer success.

As an individual contributor on the global customer account management team, the Customer Account Manager manages customer relationships beyond individual projects or certification transactions, maintains coordinated engagement across regions, and helps deliver a consistent customer experience across the global product and service portfolio. The role reports to the Director, Account Management and works with regional directors, market leads, channel partner account management, client solutions, sales operations, sales enablement, marketing, and product teams.

The position is available to candidates based in an approved U.S. state (remote), Munich or the surrounding area in Germany, or Noida or the surrounding area in India. The schedule is Monday to Friday, 9:00 a.m. to 5:30 p.m. in the candidate’s time zone, with flexibility to collaborate across international time zones. Occasional domestic or international travel may be required.

Requirements

• At least five years of progressively responsible experience in B2B account management, consultative sales, or customer success, with direct responsibility for retention or account growth.
• At least two years managing complex, strategic, enterprise, or multi-site customer relationships.
• Demonstrated experience developing account plans, engaging executive and procurement stakeholders, and progressing retention, repeat-business, and expansion opportunities with measurable commercial results.
• Experience managing complex customer portfolios involving multiple stakeholders, cross-functional coordination, competing priorities, and long-term relationship management.
• Practical experience with consultative discovery, account planning, value communication, negotiation within delegated authority, opportunity qualification, and forecasting.
• Experience collaborating with commercial teams, solution specialists, and service providers while maintaining clear account ownership and customer trust.
• Experience managing or supporting customer relationships across multiple regions, markets, or business units.
• Demonstrated ability to manage retention, renewal, and expansion opportunities within a complex product or service portfolio.
• Experience working with cross-functional or geographically distributed teams to support customer engagement and commercial objectives.
• Bachelor’s degree in business administration, marketing, communications, international business, sustainability, or a related field.
• Proficiency with Salesforce or a comparable CRM platform, including account and contact management, opportunity tracking, pipeline updates, and forecasting.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, Teams, and SharePoint, or comparable productivity and collaboration tools.
• Experience using CRM reports, dashboards, and account performance data to monitor engagement, retention, and commercial opportunities.
• Ability to use digital collaboration, presentation, and virtual meeting platforms to manage customer relationships and coordinate with global teams.
• Familiarity with customer account planning, sales pipeline management, and commercial reporting tools.
• Strong consultative selling, relationship management, and account-planning skills, including the ability to understand customer needs and communicate relevant value propositions.
• Ability to engage executive stakeholders, procurement teams, and cross-functional partners while maintaining long-term customer relationships.
• Strong commercial judgment and negotiation skills, and ability to manage customer opportunities within approved organizational authority.
• Excellent written and verbal communication and interpersonal skills, and ability to manage competing priorities across an active customer portfolio.
• Strong analytical skills, attention to detail, and ability to interpret customer, account, and pipeline information to support evidence-based recommendations.
• Ability to build and maintain effective relationships across cultures, regions, and time zones.
• Strong organizational and time-management skills, including the ability to coordinate multiple accounts, commercial priorities, and cross-regional activities.
• Ability to balance consistent global account management practices with regional customer needs, business expectations, and market conditions.
• Commitment to the missions of USGBC and GBCI and interest in advancing sustainability in the built environment.

Nice To Haves

• Experience with building owners and operators, commercial real estate, sustainability services, certification, or other complex professional-service portfolios.
• Experience supporting customer retention and expansion within a multi-product or global professional services organization.
• Familiarity with sustainability certification programs, green building standards, or the commercial real estate industry.
• Advanced degree in business administration, international business, marketing, or a related discipline.
• LEED Green Associate or LEED AP credential.
• Relevant professional certification in account management, consultative sales, customer success, or Salesforce.

Responsibilities

• Accept documented customer handoffs from market leads and develop account objectives, stakeholder maps, engagement plans, risk assessments, and growth priorities.
• Maintain accurate Salesforce relationships between parent organizations, properties, projects, buyers, operators, and relevant providers.
• Develop and execute coordinated account plans for customers operating across multiple regions, aligning engagement with global and regional commercial priorities.
• Build and maintain long-term relationships with building owners, operators, occupiers, developers, and other key decision-makers.
• Maintain engagement beyond initial certification or service transactions, updating account plans and stakeholder information as customer ownership, responsibilities, or priorities change.
• Identify opportunities for repeat business, applicable renewals, cross-product engagement, and broader portfolio adoption.
• Conduct consultative discovery, assess customer needs and opportunities, and partner with client solutions to validate product or service fit.
• Pursue agreed commercial objectives that support retention, expansion, and revenue growth across products, services, and geographic markets.
• Manage assigned existing-account opportunities from qualification through closing, including opportunity progression, forecasting, customer engagement, and documentation within approved commercial terms and delegated authority.
• Maintain accurate and timely Salesforce records, pipeline updates, and forecasts for global commercial reporting and performance visibility.
• Manage complex customer relationships involving executive stakeholders, procurement teams, multiple properties, business units, and geographic regions.
• Coordinate cross-functional engagement and align internal teams around unified customer strategies; escalate resource, authority, or specialist-support needs as appropriate.
• Partner with client solutions on onboarding visibility, agreed outcomes, and success plans, and coordinate with customer service on service-related issues.
• Collaborate with channel partner account management on joint opportunities, introductions, and partner engagement while maintaining clear relationship ownership.
• Support consistent account reviews, customer handoff standards, reusable planning tools, customer data quality, and global account management practices.
• Document customer commitments and provide structured customer insights to product, marketing, and sales operations.
• Gather and communicate customer feedback, emerging needs, purchasing considerations, product or service improvement opportunities, and regional market trends.
• Prioritize engagement across the assigned portfolio, maintain account plans, lead account reviews, and manage opportunities according to coverage rules, service commitments, and commercial authority.
• Monitor account performance against retention, expansion, and revenue objectives and provide updates on account health, risks, opportunities, and performance trends to the director of sales operations.
• Recommend account segmentation, specialist involvement, retention actions, and growth opportunities; engage qualified market leads on complex pursuits and escalate contract, pricing, service, or commercial exceptions through established approval channels.

Benefits

• 401(k) with employer matching for U.S.-based employees.
• Professional development reimbursement.
• New-hire home office set-up.
• For U.S.-based employees: 100% employer-paid healthcare coverage for the employee and immediate family through an employer-sponsored Health Reimbursement Arrangement and pre-tax Flexible Spending Account.
• For U.S.-based employees: 12 paid holidays, 9 paid personal sick days, and 2 to 3 weeks of PTO based on career level; operations close for a full week between Christmas and New Year’s.
• Six-week renewal leave for employees celebrating a milestone anniversary.
• For Germany- or India-based employees: comprehensive benefits package aligned with local and national legislation.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level