EA-Account Manager

NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more- including the national Democratic committees and progressive organizations, thousands of Democratic campaigns, hundreds of labor unions, advocacy organizations, progressive and non-partisan PACs, and other organizations.

As a member of our Advance Services team, you will provide account management and other professional services to Democratic campaigns, parties, PACs, and progressive organizations using our tools with a specific focus on our Onboarding, Post-Launch and other Advance Services offerings.

As an Account Manager, you will be conducting intake sessions to discover customers' specific program needs, building discovery-led recommendations, leading workflow trainings, office hours, and troubleshooting basic and complex issues across NGP VAN software tools, including Pipeline and API. Our staff are expert practitioners who make our customers able to leverage technology to fulfill their social missions. Social mission is at the core of what we do, and we're looking for people who love our clients (and their causes) as much as we do.

Essential Position Duties and Responsibilities:

• Conduct intake/discovery sessions with customers to determine their needs

• Perform discovery-led recommendation planning

• Run Advance kickoff calls at the start of an engagement

• Project manage and coordinate resources to execute clients' Advance services engagements via email, chat and conference calls

• Meet regularly with customers via conference calls

• Guide customers in their use of NGP VAN tools and features, assisting them in achieving their business objectives and ensuring they get the most out of the system based on the package they purchased

• Coordinate cross-departmental solutions for complex technical issues

• Review and demo product feature releases for clients and direct product adoption

• Track the NGP VAN product development roadmap, review with customers and advocate for customer-originated product enhancements

• Review open product support items, manage product support escalations and ensure customers have a positive experience with the NGP VAN Advance and Support teams

• Track time spent on individual account projects within selected software and achieving billable utilization goals

• Continuously improve knowledge of the software and customer best practices

• Work closely with other NGP VAN teams (Customer Success, Sales, etc.) to monitor customer satisfaction, identify risk, upsell opportunities and process improvements to better serve the customer

• Lead or assist in special projects in collaboration with other members of the Advance team or other departments depending on business need

• May be asked on occasion to perform internal trainings

• Create or assist with the maintenance of internal or customer-facing documentation

Required Skills/Abilities:

• 3-5 years of experience in leveraging CRM software for Democratic campaigns, parties, PACs, and/or progressive organizations

• Advanced user knowledge of/experience with NGP8, EveryAction, VAN or VoteBuilder

• You can establish relationships at every level of a client organization and can effectively communicate with all client stakeholders, including executives.

• You have impeccable communication skills, both written and verbal. You can successfully run client meetings and working sessions and can translate technical information and tasks in ways that our customers can understand.

• You are polite, but firm, and don't shy away from difficult conversations when needed

• You have strong project management skills

• You are highly self-motivated and technically curious - you understand that the best way to learn a new system is by diving in and testing it yourself

• You work well within cross-functional teams of data specialists, customer success managers, and product experts, both taking direction and taking ownership for getting tasks don.

• You are detail-oriented, great at following up and do not let things slip through the cracks

• You are motivated by helping mission-driven organizations raise more money and increase their impact in the world

Physical Requirements:

• Ability to sit for extended periods of time at a computer workstation

• Operate computer on a consistent basis

• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

We will be accepting applications for this role until 05/09/2025.

Our Culture:

Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.