Customer Account Manager
Washington, DC, United States3h ago
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Key details
- Salary
- $105K–$125K/yr
- Location
- Washington, DC, United States
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 5–8 yrs
- Function
- Sales & Solutions
- Focus area
- other
- Posted
- 3h ago
Skills
About the role
HOW YOU’LL MAKE AN IMPACT
As the Customer Account Manager, you'll have the opportunity to make a meaningful impact by helping advance the goals of USGBC and GBCI. In this role, you'll build and maintain enduring commercial relationships with customers, connecting their business and sustainability objectives with appropriate products and services across the USGBC/GBCI portfolio.
You'll own account planning, relationship continuity, customer retention, repeat business, applicable renewals, and expansion opportunities for assigned accounts. You'll also establish ongoing relationships with building owners, operators, developers, and other key stakeholders beyond individual projects or certification transactions, coordinating with market development, client solutions, and channel partners to support long-term customer success.
You will support a global portfolio of customers across all regions, including strategic, enterprise, and multi-region accounts, ensuring consistent customer engagement, relationship management, and commercial coordination across markets.
You'll report to the director of sales operations and work closely with regional directors, market leads, channel partner account management, client solutions, sales operations, sales enablement, marketing, and product teams to support customer retention and growth across all global regions and markets.
As an individual contributor within the global customer account management team, you will help strengthen customer relationships, identify opportunities for retention and growth, and ensure a coordinated customer experience across the organization's global product and service portfolio.
Key Responsibilities
- Global account management and strategic planning: 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.
- Customer relationship management and retention: 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.
- Account growth, renewals, and expansion: 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.
- Commercial opportunity management and forecasting: 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.
- Strategic and enterprise account coordination: 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.
- Customer success and cross-functional collaboration: 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.
- Account management processes and CRM data quality: 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.
- Customer insights and market intelligence: 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.
- Account portfolio ownership and performance: 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.
- Commercial coordination, recommendations, and escalation: 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.
Assessment Notice
- Candidates who advance in the interview process will be required to complete an assessment, more details will be provided as the time approaches.
REQUIRED QUALIFICATIONS
Experience
- 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.
- Experience with building owners and operators, commercial real estate, sustainability services, certification, or other complex professional-service portfolios (preferred).
- 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 (preferred).
Education
- Bachelor's degree in business administration, marketing, communications, international business, sustainability, or a related field required.
- Advanced degree in business administration, international business, marketing, or a related discipline preferred.
Technology/System(s)
- 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.
Skills
- 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.
- Commitment to the missions of USGBC and GBCI and an interest in advancing sustainability in the built environment.
Credentials/ Certifications
- LEED Green Associate or LEED AP credential preferred.
- Relevant professional certifications in account management, consultative sales, customer success, or salesforce are preferred.
ABOUT OUR TOTAL REWARDS PACKAGE
Salary
We offer competitive compensation based on the location of the position, relevant experience, qualifications, and internal equity. The anticipated annual base salary ranges for this position are:
United States (Remote): $105,000–$125,000 USD annually
Germany (Munich or surrounding area): €80,000–€100,000 EUR annually
India (Noida or surrounding area): ₹2,620,000–₹3,120,000 INR annually (₹26.2–₹31.2 lakh)
Final compensation and benefits will be confirmed at the time of offer and may vary based on factors such as internal equity, relevant experience, qualifications, and employment status. Salary negotiations will not extend beyond the top of the applicable salary range.
Benefits
We are considering candidates for this position in the United States in an approved state, Munich, Germany, and/or Noida, India.
If you reside in the United States these are the benefits we offer:
- Competitive compensation
- 401(k) with employer matching
- Professional development reimbursement
- New Hire home office set-up
- 100% employer-paid healthcare coverage to you and your immediate family- spouse and dependents- via employer-sponsored Health Reimbursement Arrangement (HRA) and pre-tax Flexible Spending Account (FSA)
- Generous paid time off (12 paid holidays, 9 paid personal sick days and based on career level either 2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year’s
- Six-week renewal leave for employees celebrating a milestone anniversary
If you reside in Germany or India:
- USGBC/GBCI provides direct employment with a comprehensive benefits package aligned with local and national legislation.
- Professional development reimbursement
- New Hire home office set-up
- Six-week renewal leave for employees celebrating a milestone anniversary
LOGISTICS
Location: Candidates must be based in one of the following approved locations:
- Munich, Germany, or within a reasonable commuting distance of Munich.
- Noida, India, or within a reasonable commuting distance of Noida.
- Remote within the United States, subject to organizational employment eligibility requirements.
Work Schedule: Monday to Friday, 9:00 AM to 5:30 PM in candidate’s time zone. Flexibility to collaborate with customers and internal teams across international time zones may be required.
Travel %: Occasional domestic or international travel may be required for customer meetings, regional team collaboration, and organizational events, as business needs require.
EEO STATEMENT
U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law.
ABOUT US
U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED—the world’s most widely used green building rating system— and initiatives likes Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity.
Green Business Certification Inc. (GBCI) is the world’s leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED, PERFORM, SITES, and TRUE Zero Waste.
We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.
Our Global Impact
- Over 120,000 LEED-certified commercial projects worldwide
- Millions of square feet of certified healthy, efficient, low-carbon space
- Recognition in 180+ countries for innovation in green building and business practices
Why Join Us?
At USGBC and GBCI, you’ll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer:
- A purpose-driven, inclusive culture
- Opportunities to grow your career and take ownership of meaningful work
- A chance to make a measurable impact on global sustainability efforts
- We’re seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment.
Meet Our Leaders and Learn More about our Mission:
Culture and Values Statement
Working together, each of us advances our mission by respecting all voices, trusting and supporting one another, excelling through collaboration and accountability, and continuously improving ourselves and our organization.