Jr. Account Executive

Jr. Account Executive - Remote

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

Limitations:

>>>>> Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time:  CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

Summary of Role

Primary duties include performance of all aspects of customer management including but not
limited to acting as primary point of contact or PR representative of ACD; negotiating deadlines
and meeting client deliverables; addressing and resolving client concerns; completing work,
troubleshooting or problem-solving operational issues; coordinating research or other follow up as
needed with internal departments (IT, call center, etc.); overseeing completion and accuracy of
client data; making business decisions in the best interest of the client and the company; and
performing other duties as necessary to ensure client and organizational satisfaction.

What will you do?

• Maintains and nurtures existing client relationships.
• Functions as liaison between client companies and operations staff.
• Assists in negotiating work agreements.
• Tracks product/service opportunities, project timelines, meeting notes, quotes and client
  communication including emails in Funnelmaker.
• Participates in important business/trade events onsite and virtually as needed that impact
  business unit.
• Cultivates 20% or more growth of existing partner base from previous calendar year
• Works as a team to help the company achieve overall growth of at least .05% per month
  from previous calendar year.
• Conducts weekly/bi-weekly status meetings with ALL DRTV and For-profit clients.
• Conducts pre-drive meetings with all Non-profit PBS/NPR clients two weeks prior to the
  start of the drive (excludes Tier 1 MSB Partners).
• Conducts post drive meetings with all Non-profit PBS/NPR clients within two weeks post
  drive.
• Conducts annual product/service review meetings along with Manager/Director with each
  Partner.
• Maintain and grow average number of products for client portfolio to at least 3.5 products
  per Partner.
• Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four business hours of receipt.
• Provides New Client Start-Up Assistance and Onboarding of new partners including submission and testing of programming items.
• Send Pre-Drive survey to prepare for upcoming drive and completion of tasks related to survey results.
• Acting as the primary point of contact or public relations representative of ACD, overseeing client relations/operations/strategies and ensuring short- and long-term projects or activities get completed in a timely manner while ensuring our average weighted grade is kept at 18points or below weekly.
• Ensuring client expectations are set appropriately and needs are met; continually checking the “pulse” of accounts to aid client retention and support company growth.
• Cultivate and maintain positive, professional inter-departmental relationships, communicate client needs professionally to facilitate completion and buy-in of client deliverables and follow up accordingly to achieve the best possible client and company result.
• Performs other duties as assigned by management
  

What does it take?

• 3+ year experience working in a virtual contact center environment.
• Knowledge of Microsoft Office products (Excel, Word, Outlook). 
• Proven experience as call/contact center supervisor or similar position
• Bachelor’s Degree in Business or Communications preferred.
• Experience in high level customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
  

How we will support you?

- Remote Work – No commute time to the office

- Equipment Provided:

Laptop

Headset

Monthly Internet Stipend

- Benefits:

Medical/Vision and Dental Insurance

Flexible Spending Account / Health Savings Account

Personal Accident Insurance

401(k)/Roth with matching

Tiered PTO based upon length of employment

Discounts & Life Services offered through Optum EAP

- Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.