Sustainable Business Account Manager - Pet Sustainability Coalition

 Sustainable Business Account Manager 

Application Deadline: January 15, 2025, then rolling.

Type: Full-time

Ideal Start Date: February 2025

Salary: $60,000 - $65,000, depending on experience

Reporting to: Director of Member Services 

# of Directs: 0

Travel: up to 20 days a year.

Location: Denver/Boulder area. Must be able to be in the Boulder office 2x per week. 

What We Do
PSC accelerates environmental and social sustainability in the pet industry through education, tools, project support, and collaboration. The organization works closely with companies ranging from brands, manufacturers, suppliers, and retailers. We help companies identify strategic impact opportunities that drive increased profitability. PSC’s awards and programs are highly rated across the industry and include sustainable packaging, sustainable ingredient sourcing, and ESG. 

Role Summary
The Pet Sustainability Coalition (PSC) is seeking a purpose-driven, energetic, and professional Sustainable Business Account Manager to add to a team that serves ~200 companies building a more sustainable pet industry. This is a full-time position based in Boulder, Colorado, with a hybrid work schedule. We operate in a highly collaborative, fast-paced environment, and this position will play an integral role in managing member relationships, membership data, and inside sales while providing superior customer service to existing and prospective members. 

The Role
The team member will work directly with both our internal and external partners, supporting our overall strategy in the following key areas: 

• Develop and maintain member relationships: Build strong, positive relationships with members to understand their needs and ensure their success with membership.
• Onboarding and training: Guide new members through the onboarding process, ensuring they understand how to use membership effectively to achieve their goals.
• Account management: Monitor member accounts to ensure they get the most out of membership, identifying opportunities for upselling or cross-selling when appropriate. Ensure that every member utilizes most of their benefits to see strong ROI.
• Feedback and advocacy: Act as the voice of the member within the organization, gathering member feedback and working with product development teams to inform membership improvements or new products.
• Renewal and retention: Work proactively to prevent churn by identifying at-risk accounts and developing strategies to renew and retain these members.
• Performance monitoring: Track and analyze member usage data to provide insights and recommendations that enhance member satisfaction and product value.
• Support resolution: Resolve member issues promptly and effectively, ensuring high member satisfaction.
• Success planning: Develop success plans for members that outline their critical goals, key performance indicators (KPIs), and milestones, and regularly review these plans to ensure members are on track to achieve their objectives.
• Education and resources: Provide members with training sessions, webinars, articles, and documentation to help them better understand and utilize the product or service.
• Collaboration: Work closely with sales, marketing, product, and support teams to ensure a cohesive member experience and to drive member success outcomes.

What does success look like?

Individual KPIS:

• Member Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Member Retention Rate/ Churn Rate
• Expansion Revenue
• Time to First Value
• Renewal Rate
• Product and Service Adoption Rate (benefit utilization)
• Member Engagement Rate

Qualifications: 

Don’t meet every requirement? No problem. Studies show that women and people of color are less likely to apply to jobs unless they do, so we encourage you to apply anyway! 

Required

• Bachelor’s degree or equivalent experience.
• 2-4 years of professional experience in customer success, account management, business development, or a related customer-facing role. 
• Ability to clearly communicate both verbally and in writing, with a knack for explaining complex concepts in a way that's easy to understand.
• Excellent relationship-building skills to foster strong connections with customers.
• Capable of identifying and resolving customer issues efficiently and effectively.
• Ability to analyze customer data, derive insights and use this information to improve customer success strategies.
• Competence in managing multiple accounts and projects simultaneously, with strong organizational skills.
• A genuine desire to help members succeed and achieve their goals, with a focus on customer satisfaction and loyalty.

• Proven ability to identify and pursue sales opportunities in a service context.

• Ability to adapt to changing customer needs and market conditions.
• Desire for meaningful work and contributing to a more sustainable future 

Preferred

• Proficiency in working with databases like HubSpot. Experience in other databases like Salesforce is valuable as well. 
• Experience working with workflow management tools like Asana. 
• Experience in the pet or sustainability industries or applicants who have worked in service-provider organizations.

How To Apply 

Applicants should apply at petsustainability.org/careers. We will be accepting applications through January 15, 2025, and on a rolling basis after that.

In lieu of a cover letter, please respond to each of the following questions. Please limit responses to 200 words each. Applications without responses and LinkedIn Easy Apply applications will not be considered.

1. Describe a time when you built a strong, positive relationship with a customer or client. How did you identify their needs, and what steps did you take to ensure their satisfaction and success?
2. Describe a time when you inspired a customer to participate in a sustainable business practice. What information or strategies did you use to inspire the customer to participate, and what was the ROI?
3. How have you previously encouraged customer engagement with a product or service? Describe any methods you used to gather feedback and how that feedback informed improvements or innovation.
4. What excites you about PSC’s mission? 

Interview process

• First round: 10-15 applicants will be selected for a 20-minute phone screen with either the hiring manager or the Director of Operations.
• Second round: 4-6 applicants will be selected for a 45-minute interview (in-person preferable) with the hiring manager, Director of Operations, and a member of the Member Experience team. This interview will consist primarily of behavioral interview questions.  
• Third round: 2-3 applicants will be selected for a 60-90 minute final interview with the hiring manager, Executive Director, and other staff members. This final interview will include a 15-minute presentation, followed by Q&A and additional discussion. The presentation details will be shared once the final applicants are selected, and should take no more than 2 hours to complete with several business days to prepare. 

PSC Benefits

• 100% employer paid medical premiums 50% employer paid dental & vision options
• 401(k) with a 4% Employer Match 
• Unlimited PTO 
  • Plus 13-17 additional office closures for holidays, including the week between Christmas through New Year’s
  • Plus Bereavement Leave and Paid Volunteer Time Off 
• Employer Paid Parental Leave (3 months at 100% salary, 4 months at 75% salary)
• $600 Annual Wellness Stipend 
• Life insurance
• Flexible hybrid work schedule, with up to 6 weeks fully remote (outside of CO) per year
• Other employee assistance programs (financial counseling, legal support) through Insperity 
• Discounts on outdoor gear, pet goods & more
• Pet-Friendly Office!

PSC Careers

PSC believes the diversity of skills, backgrounds, viewpoints, and experiences employees

bring to their work will be a critical factor in our success. PSC is committed to providing

equal employment opportunities for all applicants and employees. All applicants and employees are evaluated on the basis of personal skill and merit.

PSC does not discriminate on the basis of age, race/ethnicity, national origin, religion, sex,

gender identity, condition of pregnancy, perceived pregnancy, breastfeeding status, medical conditions related to breastfeeding, marital status, disability, veteran status, and sexual

orientation. This policy applies to all areas of employment, including recruitment, hiring,

training, promotion, compensation, benefits, transfer, and participation in social and

recreational programs.

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