Account Services Manager – Washington, DC

Engaging Networks

Engaging Networks is a fast growing, global software company with head offices in Washington, DC and London. Our team members are excited about what we’re achieving together as a company, and even more by what we are helping our 400+ nonprofit clients to achieve, using our constantly improving technology. We’ve created a fun and energetic work environment that is focused entirely on helping our clients and their missions to succeed. This focus, and our team’s determination to keep innovating, has produced recent strong growth in our business of 30% or more each year.

A rising number of the world’s most recognized nonprofits have chosen the Engaging Networks integrated software platform to power their digital fundraising, advocacy, email marketing, peer-to-peer, events and overall data management. These inspiring nonprofit organizations include Human Rights Campaign, PETA, Amnesty International USA, National Wildlife Federation, Ocean Conservancy, Human Rights Watch, Humane Society International, The Pew Charitable Trusts, Greenpeace (across 30+ countries), International Medical Corps, National Park Foundation, Cornell Lab of Ornithology, SOS Children’s Villages USA, Unicef Canada and Canadian Red Cross, just to name a few.

Job Description

We are seeking to hire an Account Services Manager to join our growing team based in our Washington, DC office. This is a full-time position, and will include occasional travel in the USA and Canada.
The experience that nonprofits have when they adopt and use the Engaging Networks platform is vital to retaining and building long-term relationships with our clients. We need an active and enterprising addition to our team who will make sure that the answer to all of the questions below is a resounding “yes.”

Do clients know how to “get the most out of Engaging Networks”?
Was the client’s on-boarding project executed on time?
Do clients know about what our Account Services and Client Support teams can help them accomplish, using our tools?
Do clients know about the upcoming release of new products and features?
Do clients know how other clients are achieving success using our tools?
Do clients understand that we welcome and value their feedback, to help us constantly make our platform even better?

Making sure that our clients are actively engaged — and using our technology successfully — helps us to generate more sales through referrals, and makes the job of our technology team easier by managing client expectations effectively. Engaging with clients also contributes mightily to our ability to continuously improve our software and technical support. We seek an Account Services Manager who will grasp the major role that they will play for us, both to retain current clients and help attract new ones.

Responsibilities

  • Reach out to, and maintain regular contact with, our U.S. and Canadian clients, to build relationships, manage expectations, encourage feedback, and maximize the use of the Engaging Networks toolset.
  • Manage client communications (e.g. write email alerts, blog posts and one-pagers), curate our client listserv and provide timely reminders to clients at subscription renewal times
  • Project-manage the step-by-step on-boarding (migration) of new clients to our platform, with support from our Client Support team, and by working closely with clients and any agencies that they may include in the process
  • Maintain and update the weekly “hot list” of client issues that are currently being addressed, monitoring and ensuring that steps are taken to resolve issues, and to keep clients informed via frequent status reports
  • Monitor activity levels in our client accounts, to identify those clients who are not taking full advantage of our software, and who would benefit from engaging with our team or with our help resources, including customized training and webinars
  • Contribute to developing client support materials
  • Help to collect, interpret and anticipate client suggestions for improving and developing our software platform, to benefit our entire client community
  • Identify and communicate client successes to other clients, spreading best practices and helping to create case studies for use in account management, sales and marketing
  • Provide occasional informal training to clients as needed, in person and remotely, to supplement the formal training provided by our Client Support team and/or available through our online Academy learning platform
  • Contribute to the success of our annual client community conference, by playing a role in organizing and handling logistics, by helping to shape the agenda, by providing content, and by participating in sessions
  • Help organize additional events for our clients, to foster a vibrant community of practice and peer-to-peer support, with sharing of tips and best practices
  • Participate in major nonprofit sector events, to meet and network with our clients and partners
  • Support our partner program by strengthening our relationships with web development firms, consulting agencies, technology firms and other partners
  • Other duties as assigned

Upward Opportunities

As a fast growing company, we will have opportunities for your further career growth as the company expands, and as you demonstrate the value of your work.  As growth in our client base continues, we fully expect to grow the Account Services team. We are committed to professional development for everyone at Engaging Networks.

Requirements

Engaging Networks is a dynamic business. Everyone on the team supports our entrepreneurial approach to meeting company objectives. This means helping and supporting the work of others, and recognizing that hard work is an essential ingredient to our success. It also means showing energy and initiative. Additional specific requirements are listed below.

  • At least three years of experience and achievement working in the nonprofit technology sector, in a project management or relationship/account management role
  • Digital Project Management Experience
  • Strong listening skills, maturity and empathy for others – a high “EQ”
  • The ability to write and speak clearly and effectively
  • Translating “geek-speak” for a non-technical audience
  • Proven ability as an analytical problem solver
  • Highly organized, and able to juggle multiple projects with minimal oversight
  • Enthusiasm for the Internet, technology and the nonprofit community
  • A positive attitude and enthusiasm for being part of a high performing team

Additional Skills and Experience Desired

We especially encourage candidates who have the potential to increase their level of responsibility, and the ambition to grow professionally as our company grows. The ideal Account Services Manager will have advanced project management skills to help us with more complicated client migrations to the Engaging Networks platform. Each of the following qualifications is not required but is a definite “plus”:

  • Established network in the nonprofit sector
  • Experience with eCRM and digital engagement software tools — either Engaging Networks or a similar platform — is a significant plus.
  • French language proficiency
  • Knowledge of CSS and HTML
  • Knowledge of RACI or other project management solutions

Compensation

Compensation is $75,000 or more, depending on experience and proven abilities. Engaging Networks also offers an ample benefits plan, vacation and paid parental leave.

Women and minorities are encouraged to apply. Engaging Networks does not discriminate on the basis of race, religion, national origin, color, sexual orientation, gender identity, sex, age, veteran status or disability. We strive in our hiring practices to give equal opportunity to all qualified job applicants.

Please email your resume, and a message that addresses why you are a good fit with this opportunity, to info@engagingnetworks.net. Please specify  “Account Services Manager, North America” in the subject line.

Chloe Green is a copywriter and digital campaigner with almost a decade of experience in the charity and political sectors. She’s delivered campaigns, copy and consultancy for a raft of good eggs including Anthony Nolan, the National Union of Students, St Mungo’s, and Hillary for America. She was Social Media Manager at the Labour Party between 2016–2019 and now she’s Head of Creative with the lovely team at Forward Action. She leads on fundraising emails, UX copy, and all creative facilitation. She’s an expert in email list growth, digital strategy, organic and paid-for social media, and digital mobilisation.

Rachel founded the specialist charity web agency, Rechord, in 1999. Between 1999 and 2012 they created hundreds of different web applications for organisations in the UK and internationally.
In 2013 she became the 'Donor Whisperer' and focused on helping small to medium-sized non-profits to reach new donors and activists and from there increase their income. She uses a unique process that combines the benefits of consultancy with capacity building.
Her clients include Traidcraft Exchange, the Overseas Development Institute, Jubilee Debt Coalition, the Leprosy Mission of England and Wales, Tax Justice UK, The Canary, Humanity and Inclusion, the Anti-Tribalism Movement, BRACE, New Family Social, Arseh Sevom - and that's just the last year.
She also feels weird writing about herself in the third person.

Ellen is Campaigns Manager overseeing national and local campaigning at the MS Society. She has worked at the MS Society for 2 and a half years, with roles at Scope and Guide Dogs prior to this.

Hannah is Senior Campaigns Officer at the MS Society, working on their local campaigning programme, Local Action for MS and also on social care and carers. She’s worked at the MS Society for a year and a half, and was previously at the MND Association and National Voices.

Executive Director of C6 Digital, London based agency

Emily has worked at Guide Dogs for the Blind Association since 2019, working on a range of campaign areas to empower people with vision impairments to live the life they choose. Prior to this, Emily working in parliament and severed as a borough councillor.

Brani Milosevic ia a digital consultant and coach at https://www.digitalleadership.ltd/
She helps individuals, teams and organisations to learn how to seize the opportunities offered by digital and navigate its challenges.
Brani set up the Digital Leadership Forum, is an NCVO trainer, a CharityComms mentor and a qualified executive coach.

Rhiannan Sullivan is the Vice President of strategy and partnerships of social action network, Care2.com. Over the past 10+ years, she has worked with hundreds of UK and EU charities helping them grow and develop their digital fundraising programmes. Prior to working for Care2, Rhiannan worked at then political campaigning agency Blue State Digital, a global leading digital strategy agency who has helped many organisations build and engage online communities, clients included political and advocacy campaigns, non-­‐profit organisations, cultural institutions and global consumer brands.

Calum manages social, email and some digital campaigns at CPRE, and is CPRE’s expert Engaging Networks user, working on development and helping other teams make the most of the platform. Happiest working on campaigns for change or rambling around in the countryside.

Brandon Fuller is Engaging Networks alumni and owner of Raise the Roots, a digital agency that has supported over two dozen organizations on Engaging Networks - helping them to maximize their digital engagement using this powerful platform. He previously managed global online advocacy campaigns for the Pew Charitable Trusts and has worked in the nonprofit community for nearly two decades.

I joined the Woodland Trust in 2018 and now lead on policy and engagement campaigns working to improve protection, restoration and high quality creation of woods and trees. Prior to campaigning for trees, I worked in Peterborough, tackling fuel poverty in the community. I care deeply about the climate and nature crises and the many, intersectional impacts and solutions. Endlessly inspired and energised by the dedication and passion of our supporters and the public who take action time and time again.

Hannah Mudge is Digital Innovation Manager at The Leprosy Mission England and Wales and has had the privilege of seeing the 147-year-old international development charity evolve over the last decade, from sending out its first online fundraising appeal to achieving record levels of income despite the challenges faced since the start of the pandemic. She is based in Peterborough and enjoys running, cooking and reading in her limited spare time when not parenting two lively boys. During 2020 she added ‘homeschooling’ to her skillset although what Ofsted rating she would achieve is probably best left to the imagination.

I am a campaigner in the Woods Under Threat team at the Woodland Trust. My role is to help protect ancient woods and trees from damaging developments across the UK. Ancient woods and trees are irreplaceable, so we work hard to stop any further loss of these precious habitats and ensure they are protected for the benefit of people and wildlife.

Matt Strong is the Campaigns and Engagement Officer for the Ramblers.

He has recently run campaigns on increasing the number of new green walking routes in some of our biggest cities, including London and Manchester. He has also been leading on the Ramblers’ campaigns work around the Environment Bill. Matt has a background in politics after spending a decade as an elected councillor on Manchester City Council and having previously worked for two Members of Parliament and a political party.

Claire Warner is a former charity Fundraising Director & Senior Leader, turned Culture & Wellbeing consultant.

It was in trying to throw herself back into her beloved Fundraising Director role after 12 months' treatment for aggressive breast cancer, that Claire realised the focus & memory loss and heart condition side effects she'd been left with after her treatment, plus the life-changing experience of the illness itself, meant (guttingly!) a 300% commitment, 50+hours a week Fundraising Director role was no longer an option.

On looking into what others do in this situation, Claire discovered the field of workplace wellbeing, the research work of Prof Cary Cooper, the Gallup Organisation and Simon Sinek, and hasn't looked back since.

In 2018, Claire created her own piece of research into the wellbeing of fundraisers and when it concluded in 2019, over 700 fundraisers had taken part. The results of the research were used to further inform and refine the work Claire does with organisations and individuals in the charity sector.

In 2020 Claire won the Best Digital Leader Award at the Social CEO Awards and in 2021 curated the first Charity Wellbeing Summit.

Today, Claire works on organisational culture and wellbeing projects with charities and offers coaching and mentoring programmes to sector professionals.

Becky has spent the last decade building people power and people-powered movements to hold the most powerful to account for a fairer, more just, and cleaner future.
She helped build 38 Degrees UK into a movement of over 1 million citizens and led many of the biggest campaigns. As part of OPEN’s senior team, she helped build and sustain a network across 19 different countries, by supporting, coaching, and building fast-growing digitally facilitated organisations.

She's currently Senior Strategist at The Sunrise Project leading the Global Banks Program and building grassroots activism on finance around the world. She’s on the board of Skiftet, Sweden’s biggest online campaign community and Left Foot Forward in the UK.

Andrew Taylor-Dawson is Development Manager at Liberty, where he leads on member and support engagement. He has been in fundraising for around 13 years. In this time he has worked in the human rights, homelessness and social justice sectors as well as having been a freelance consultant.

He has held board positions with Global Justice Now and the adoption support organisation We Are family.

Rebecca is a Digital Project Manager, who recently led the redesign and redevelopment of The Children's Society's website.

Rebecca worked closely with senior stakeholders, subject matter experts, and digital agencies to create a new platform that demonstrates the organisation's refreshed vision, mission and brand. There has already been astounding results in the 6-months since launch.

I have worked as a web developer for about 20 years and for Which? since 2015, primarily on their WordPress sites. This has involved integration with a variety of different APIs, most recently the Engaging Networks API, along with the creation of APIs to allow sites to talk to one another.

Glyn Thomas is a digital strategist and web developer. He built his first website in 1997 and has been working in digital communications since 2002.

For the past 12 years, Glyn has almost exclusively worked with charities and non-profit organisations. Almost all the projects he works on are focused around campaigning, fundraising or supporter recruitment, and often a mixture of all three.

Now based in Berlin, Glyn works with organisations in the UK, Europe and North America.

Rhian is the Strategic Programme Manager for Physical Activity at Versus Arthritis. Alongside Sport England under the Richmond Group ‘Movement for All’ programme, Rhian is co-developing a long-term, sustainable programme to support those living with Musculoskeletal conditions to increase their physical activity levels and improve their quality of life. Rhian has over 15 years’ experience of supporting people with long term health conditions to become more active. She is passionate about prevention, working in partnership and using an effective knowledge base to create impactful change at scale.

Having gotten his start organizing with anti-war veterans and working as Sala Labs, Sales Engineer, and Partner Manager, Bryan now brings his expertise to non-profit and mission-driven clients as 4Site Studios Director of Digital Strategy. Specializing in challenging and complex projects, Bryan works with each client to craft holistic approaches tailored to goals, budget, and outcomes.

Mary Margaret Callahan is the Chief Mission Officer for Pet Partners, where she is responsible for leading mission delivery including the therapy animal program and grassroots advocacy program. She joined Pet Partners in 2013 and has worked to establish the organization as both an influencer and a resource within the animal-assisted intervention (AAI) and human-animal bond (HAB) community. In 2018 she was named one of PetAge Magazine’s Women of Influence. Mary Margaret lives on a small farm outside Seattle with her husband, daughter and menagerie of animals including dogs, cats, guinea pigs, chickens, goats and miniature donkeys.

Joe Derry Hall is a freelancer working on creative digital and communications. His interests include tech innovation, upending power and reimagining different futures. Joe has been the winner of a Mozilla Creative Media Award and the joint winner of a BAFTA digital award. He was previously in-house in campaigning and communications roles at Amnesty International, the Climate Coalition, the Ecocide campaign, Save the Children, Scope and others. He is one of the initiators of Right Way Up, an experiment to create a radical, practical new vision for the social change sector.

Anna Chowcat is the Digital Manager at Refuge and oversees the charity’s digital function and output. Since joining Refuge, Anna has been instrumental in introducing a number of digital engagement programmes including digital campaigns, bespoke email supporter journeys and user friendly donate/campaign pages. Before joining Refuge, she has worked in digital engagement and campaign roles at The Labour Party and Leonard Cheshire Disability.

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