Customer Account Manager

Summary

Nationwide Marketing Group supports independent retailers with marketing, business services, and technology solutions. The Customer Account Manager supports ongoing Member relationships after launch, serving as a day-to-day contact for routine account needs, product adoption, website updates, and issue resolution. The role coordinates requests with internal teams, documents account activity, and escalates complex matters as needed.

Responsibilities

• Supports assigned Member accounts through established account management processes and service standards
• Maintains regular communication with Members regarding routine questions, requests, updates, and follow-up items
• Builds productive working relationships with Members through responsive and professional communication
• Documents Member interactions, requests, account activity, and follow-up actions in designated systems
• Identifies routine account concerns and escalates complex or sensitive issues to the appropriate team member
• Supports routine website and account updates based on established processes and Member requests
• Participates in recurring website or account reviews to identify updates, outstanding requests, and follow-up needs
• Helps coordinate website changes and other routine account requests with internal teams
• Tracks open requests and follows established procedures to support timely completion
• Learns how OneShop solutions support online and in-store business objectives
• Helps Members understand and use OneShop products, tools, and services within established guidelines
• Provides basic product information and directs Members to available resources and training
• Supports webinars, conference calls, and other Member enablement activities
• Identifies potential product or service needs and routes opportunities to appropriate team members
• Develops working knowledge of OneShop products and their application to Member needs
• Coordinates routine Member requests with Onboarding, Field, Sales, Design, Development, and Support teams
• Maintains clear communication and follow-up when multiple teams are involved in an account request
• Provides appropriate updates to Members based on information from internal teams
• Escalates issues that require specialized knowledge, decision-making, or additional authority
• Supports smooth transition of accounts from onboarding into ongoing account management
• Maintains accurate and timely account information, documentation, and activity records
• Follows established account management workflows, service standards, and communication practices
• Monitors assigned follow-up activities and completes commitments within expected timeframes
• Identifies recurring questions, process challenges, or Member feedback and shares observations with the team
• Learns and applies improved processes, tools, and resources as they are introduced

Skills

• Bachelor's degree in Marketing, Business, Communications, or equivalent professional experience
• One (1) year of experience in account management, customer service, client services, marketing, ecommerce, retail, or a related field
• Demonstrated ability to manage assigned tasks, follow established processes, and complete follow-up activities accurately and on time
• Demonstrated ability to communicate professionally with customers, clients, Members, and internal stakeholders
• Foundational understanding of business, retail, ecommerce, websites, or digital marketing concepts
• Experience using Microsoft Office or comparable productivity tools
• Ability to learn and use CRM, account management, ticketing, or other business systems
• This is a primarily remote, inside sales role. You will work from a dedicated home office to conduct member calls, virtual meetings, CRM updates, and territory planning. The role requires a quiet, professional workspace with reliable high-speed internet and phone access, capable of supporting frequent video and phone interactions
• Assigned members may be located across multiple U.S. time zones, so occasional flexibility outside standard business hours may be required
• The position involves prolonged periods of sitting while performing computer-based tasks, and the ability to hear and communicate clearly over the phone and during virtual meetings is essential
• Experience supporting customers, clients, retailers, small businesses, or membership-based organizations
• Exposure to ecommerce, website platforms, content management systems, or digital marketing
• Familiarity with SEO, SEM, website analytics, or digital marketing concepts
• Experience working in an agency, SaaS, technology-enabled services, retail, or customer success environment
• Exposure to Google Analytics or similar analytics platforms
• Experience participating in customer meetings, account reviews, webinars, or training sessions
• Experience using CRM or customer/account management platforms

Qualifications

Must Haves

• Bachelor's degree in Marketing, Business, Communications, or equivalent professional experience
• One (1) year of experience in account management, customer service, client services, marketing, ecommerce, retail, or a related field
• Demonstrated ability to manage assigned tasks, follow established processes, and complete follow-up activities accurately and on time
• Demonstrated ability to communicate professionally with customers, clients, Members, and internal stakeholders
• Foundational understanding of business, retail, ecommerce, websites, or digital marketing concepts
• Experience using Microsoft Office or comparable productivity tools
• Ability to learn and use CRM, account management, ticketing, or other business systems
• This is a primarily remote, inside sales role. You will work from a dedicated home office to conduct member calls, virtual meetings, CRM updates, and territory planning. The role requires a quiet, professional workspace with reliable high-speed internet and phone access, capable of supporting frequent video and phone interactions
• Assigned members may be located across multiple U.S. time zones, so occasional flexibility outside standard business hours may be required
• The position involves prolonged periods of sitting while performing computer-based tasks, and the ability to hear and communicate clearly over the phone and during virtual meetings is essential

Nice to Haves

• Experience supporting customers, clients, retailers, small businesses, or membership-based organizations
• Exposure to ecommerce, website platforms, content management systems, or digital marketing
• Familiarity with SEO, SEM, website analytics, or digital marketing concepts
• Experience working in an agency, SaaS, technology-enabled services, retail, or customer success environment
• Exposure to Google Analytics or similar analytics platforms
• Experience participating in customer meetings, account reviews, webinars, or training sessions
• Experience using CRM or customer/account management platforms

Benefits

• Primarily remote work arrangement
• Competitive base pay and performance bonus, dependent on role
• Medical, dental, and vision benefits with low-cost coverage options
• Employer paid basic life and AD&D
• Employer paid short-term and long-term disability
• MetLife supplemental insurance options
• Matching 401(k) with 100 percent vesting
• Open PTO policy
• Paid holidays
• Ten weeks of paid parental leave
• Professional and personal growth opportunities