Note: The job is a remote job and is open to candidates in USA. 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
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
Company Overview