Customer Account Manager

USGBC and GBCI are hiring a Customer Account Manager to manage relationships across a global customer portfolio. The role focuses on account planning, retention, renewals, and growth, while coordinating with regional and cross-functional teams to provide a consistent customer experience.

Responsibilities:

• Accept documented customer handoffs from market leads and develop account objectives, stakeholder maps, engagement plans, risk assessments, and growth priorities for assigned accounts. Maintain accurate relationships between parent organizations, properties, projects, buyers, operators, and relevant providers in salesforce. Develop and execute coordinated account plans for customers operating across multiple regions, ensuring consistent engagement and alignment with global and regional commercial priorities
• Build and maintain long-term relationships with building owners, operators, occupiers, developers, and other key decision-makers. Maintain customer engagement beyond initial certification or service transactions, updating account plans and stakeholder information as ownership, operating responsibilities, or customer priorities change. Support consistent relationship management practices across global markets while recognizing regional customer needs and business requirements
• Identify opportunities for repeat business, applicable renewals, cross-product engagement, and broader portfolio adoption. Conduct consultative discovery, assess customer needs and business opportunities, and partner with client solutions to validate product or service fit. Pursue agreed commercial objectives to support retention, expansion, and revenue growth. Identify opportunities to expand customer engagement across USGBC and GBCI products, services, and geographic markets, in alignment with approved commercial strategies
• Manage assigned existing-account opportunities from qualification through closing, including opportunity progression, forecasting, customer engagement, and documentation within approved commercial terms and delegated authority. Collaborate with market leads and client solutions on complex pursuits while maintaining ownership of the customer relationship and account plan. Maintain accurate and timely salesforce records, pipeline updates, and forecasts to support consistent 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 a unified customer strategy. Escalate resource limitations, decision-making authority concerns, or specialist support needs as appropriate. Serve as a coordinating point for assigned multi-region and enterprise accounts, helping ensure consistent communication, customer coverage, and relationship continuity across markets
• Partner with client solutions to maintain visibility into customer onboarding, agreed outcomes, and success plans, while coordinating with customer service on service-related issues. Collaborate with channel partner account management on joint opportunities, customer introductions, and partner engagement while maintaining clear relationship ownership. Facilitate effective coordination among global and regional teams to support a consistent customer experience and timely resolution of commercial or relationship concerns
• Support the development of consistent account-review practices, customer handoff standards, and reusable account-planning tools. Maintain accurate salesforce records, document customer commitments, and provide structured customer insights to product, marketing, and sales operations. Help establish and maintain standardized global account management practices, customer data quality, and reporting expectations across assigned accounts
• Gather and communicate customer feedback, emerging needs, purchasing considerations, and opportunities for product or service improvement. Collaborate with product, marketing, client solutions, and market development to share relevant customer insights and support informed commercial decisions. Identify common customer needs and market trends across regions to inform account engagement, retention strategies, and potential growth opportunities
• Prioritize customer engagement within the assigned account portfolio, maintain account plans, lead account reviews, and manage assigned opportunities in accordance with approved coverage rules, service commitments, and commercial authority. Monitor account performance against agreed retention, expansion, and revenue objectives. Provide regular updates on account health, customer risks, commercial opportunities, and performance trends to the director of sales operations
• Recommend account segmentation, specialist involvement, customer retention actions, and growth opportunities. Engage qualified market leads for complex pursuits when additional expertise, authority, or capacity is required. Escalate contract, pricing, service, or commercial exceptions through established approval channels. Ensure customer commitments, commercial decisions, and cross-regional activities remain aligned with approved organizational processes and clear account ownership

Requirements:

• A minimum of five years of progressively responsible experience in business-to-business account management, consultative sales, or customer success with direct responsibility for retention or account growth, including 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 customer 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 required
• Proficiency with Salesforce or a comparable customer relationship management (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 business productivity and collaboration tools
• Experience using CRM reports, dashboards, and account performance data to monitor customer 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, with the ability to understand customer needs and communicate relevant value propositions
• Demonstrated ability to engage executive stakeholders, procurement teams, and cross-functional partners while maintaining long-term customer relationships
• Strong commercial judgment, negotiation skills, and ability to manage customer opportunities within approved organizational authority
• Excellent written and verbal communication, 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 with customers and internal stakeholders across different cultures, regions, and time zones
• Strong organizational and time-management skills, with the ability to coordinate multiple customer accounts, commercial priorities, and cross-regional activities
• Ability to balance consistent global account management practices with regional customer needs, business expectations, and market conditions
• Experience with building owners and operators, commercial real estate, sustainability services, certification, or other complex professional-service portfolios (preferred)
• Familiarity with sustainability certification programs, green building standards, or the commercial real estate industry (preferred)
• Advanced degree in business administration, international business, marketing, or a related discipline preferred
• Commitment to the missions of USGBC and GBCI and an interest in advancing sustainability in the built environment
• LEED Green Associate or LEED AP credential preferred
• Relevant professional certifications in account management, consultative sales, customer success, or salesforce are preferred