Account Manager

Full job description

Job Title: Account Manager (Full-Time)

Organization: Better Business Bureau of Central New England

Location: Central Massachusetts
Reports To: CEO/Sales Coach

Position Type: Full-Time, Hourly, Non-exempt

Mission

BBB’s mission is to be the leader in advancing marketplace trust. We do this by setting standards for marketplace trust. BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics, intent, and working toward a diverse, inclusive, and equitable marketplace. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.

Position Summary

The Account Manager serves as BBB Central New England's primary relationship manager for businesses throughout Central Massachusetts. This role combines business development, account management, and retention responsibilities to support BBB's mission and organizational growth.

The Account Manager is responsible for building relationships with prospective Accredited Businesses, managing existing business relationships, increasing accreditation growth within the assigned territory, and maintaining high levels of engagement and retention among current Accredited Businesses. This position serves as a trusted advisor and ambassador for BBB, helping businesses understand and maximize the value of accreditation, programs, events, and partnership opportunities.

Every member of our team contributes to BBB Central New England's mission by demonstrating professionalism, integrity, collaboration, and exceptional customer service. Team members serve as ambassadors for BBB while supporting Accredited Businesses, consumers, and community stakeholders.

Key Responsibilities

• Business Development & Accreditation Growth
• Increase the number of new Accredited Businesses within the assigned territory by a minimum of 10 new accreditations per month.
• Prospect and engage new businesses through networking, referrals, community outreach, presentations, and direct relationship-building efforts.
• Educate prospective businesses on BBB accreditation standards, benefits, programs, and services.
• Conduct in-person and virtual meetings to identify business needs and present appropriate BBB solutions.
• Account Management & Retention
• Serve as the primary point of contact for assigned Accredited Businesses.
• Develop and maintain strong relationships through regular outreach, account reviews, presentations, and engagement activities.
• Maintain an annual retention rate of at least 85% for assigned accounts.
• Identify opportunities for increased engagement, participation, sponsorships, events, and other BBB programs.
• Resolve concerns and coordinate internal resources to ensure a positive member experience.
• Partnership & Community Engagement
• Coordinate partnership deliverables, recognition opportunities, and reporting requirements.
• Collaborate with internal teams to ensure successful execution of programs and partnership commitments.
• Participate in networking events, business expos, chamber events, ribbon cuttings, and community engagement opportunities to support BBB visibility and relationship development.
• Support fundraising efforts, events, and strategic initiatives through ongoing relationship management.
• Reporting & Performance
• Maintain accurate CRM records, activity tracking, pipeline reporting, and account documentation.
• Provide regular territory and account performance updates to leadership.
• Meet established monthly, quarterly, and annual performance goals related to accreditation growth, retention, engagement, and revenue generation.
• Support additional revenue-generating initiatives and special projects as assigned.

Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field preferred; equivalent professional experience will be considered.
• Three to five years of experience in account management, business development, sales, customer success, relationship management, or a related field.
• Proven success achieving sales, retention, customer service, or account management goals.
• Strong communication, presentation, and relationship-building skills.
• Ability to manage multiple priorities and work independently.
• Proficiency in Microsoft Office Suite, CRM systems, and BBB platforms.
• Knowledge of Central Massachusetts communities, business networks, and regional economic landscape preferred.
• Bilingual or multilingual proficiency strongly preferred.
• Reliable transportation and willingness to travel regularly throughout Central Massachusetts.

Skills

· Relationship-building and consultative sales skills

· Strong verbal and written communication skills

· Customer retention and account growth strategies

· Public speaking and presentation skills

· Territory development and community outreach

· Cultural competency and ability to engage diverse business communities

· Bilingual or multilingual communication skills preferred

· Problem-solving and conflict resolution skills

· CRM/database management and reporting proficiency

· Time management and independent work skills

Work Environment & Schedule

• This position is field-based and requires regular travel throughout Central Massachusetts to meet with Accredited Businesses, prospects, partners, and community organizations.
• Office work, remote work, and field work are all components of this role.
• Standard office hours are Monday through Thursday, 8:30 a.m. to 4:30 p.m., and Friday, 8:30 a.m. to 4:00 p.m.
• Attendance at occasional evening and weekend networking events, business functions, ribbon cuttings, expos, and community events is expected.
• As a non-exempt employee, all approved hours worked, including qualifying event attendance and compensable travel time, will be paid in accordance with applicable federal and state wage and hour laws and BBB policies.

Compensation & Benefits

• Hourly Rate: $22-$28 *based on experience
• Commission: Eligible to participate in BBB Central New England's approved Account Manager Commission Plan. Commission earnings are tied to performance metrics including new accreditation growth, retention goals, and other approved revenue-generating activities. Specific eligibility requirements, calculations, and payout schedules are outlined in a separate commission plan document.
• Bonus: Annual performance bonus eligibility
• Benefits: Health insurance, retirement plan, paid time off, and professional development opportunities

Equal Employment Opportunity

Better Business Bureau of Central New England is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.