Customer Account Manager

Job Location: Open to US Remote Candidates

Job Summary:

The Customer Account Manager supports ongoing relationships with assigned retailer Members following launch. This role serves as a day-to-day point of contact for routine account needs, helps Members use OneShop products and services effectively, and coordinates requests with internal teams.

This role follows established account management processes to support Member satisfaction, product adoption, website updates, and timely resolution of routine issues. The role develops foundational account management skills by learning Member needs, documenting account activity, coordinating follow-up, and escalating complex or non-routine matters to experienced team members.

Job Responsibilities:

Member Relationship & Account Support

• 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.

Website & Account Support

• 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.

Product Adoption & Member Support

• 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.

Cross-Functional Coordination

• 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.

Account Administration & Continuous Improvement

• 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.

Job Competencies:

• Member Service & Relationship Support: Builds productive working relationships through responsive communication, reliable follow-through, and an understanding of Member needs.
• Communication: Communicates information clearly and professionally through written, verbal, and virtual channels.
• Planning & Priority Management: Organizes assigned activities, manages follow-up commitments, and adjusts priorities based on established guidance.
• Problem Solving & Decision Making: Resolves routine account questions using established resources and processes and recognizes when escalation is appropriate.
• Cross-Functional Collaboration: Coordinates effectively with internal teams to support Member requests and account needs.
• Product & Business Acumen: Develops foundational knowledge of OneShop products, services, websites, and the retail business environment.
• Account Administration: Maintains accurate records, documentation, and account information using established systems and processes.
• Learning Agility: Applies feedback, develops knowledge of products and processes, and adapts to new tools and procedures.
• Operational Excellence: Consistently follows established workflows, service standards, and documentation practices.
• Accountability & Follow-Through: Takes ownership of assigned activities and commitments and communicates proactively when additional support is needed.

Basic Qualifications:

• 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.

Preferred Qualifications:

• 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.

Work Environment:

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.

This role is best suited for self-motivated individuals who thrive in a remote, independent work environment while maintaining professional engagement with members and internal teams.

About NMG:

Nationwide Marketing Group works on behalf of thousands of independent appliance, furniture, bedding, electronics, specialty electronics, custom installation and rent-to-own dealers helping them grow their businesses and thrive on their own terms. With more than 5,000 members operating some 14,000 storefronts, Nationwide Marketing Group is the largest buying, marketing and business support organization of its kind, representing billions in combined annual sales across the membership. For over 50 years, the organization has remained committed to the independent channel, empowering members with the scale, sophistication and efficiencies they need to compete while delivering the unmatched business intelligence, tools and resources required to win in an ever-changing business environment. To learn more, visit our website at nationwidegroup.org or Nationwide Marketing Group LinkedIn

Why You Want to Work Here:

At Nationwide Marketing Group, our strength comes from our people and the communities we serve. We’re committed to building teams where everyone feels valued, included, and supported to do their best work. We know that different voices and perspectives don’t just make us stronger—they help us serve our Members better.

Our culture goes beyond this commitment. We’re a community built on collaboration, respect, and a shared drive to help independent businesses thrive. Here, you’ll be part of a team that celebrates wins together, faces challenges directly, and invests in both professional and personal growth.

NMG is proud to be an equal opportunity employer. We do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity or expression, veteran status, disability, or any other protected characteristic. If you require a reasonable accommodation during the hiring process, please contact us at hradmin@nationwidegroup.org.

What We’ll Do For You:

• 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, and ten weeks of paid parental leave
• Business casual work environment