Customer Account Manager

About Us:

Nationwide Marketing Group is the largest buying, marketing, and business support organization for independent retailers across appliances, furniture, bedding, electronics, and custom installation. With more than 5,000 members and 14,000 storefronts, NMG helps local businesses grow without sacrificing what makes them unique.

Retailer Web Services (RWS) is a proud division of NMG, focused on helping independent retailers succeed in the digital space. Founded in 2006 and based in Scottsdale, AZ, RWS supports over 2,700 retailers with a full suite of digital tools—from websites to SEO to online ads—all designed to help independents compete (and win) against the big box stores.

RWS builds and maintains that technology should work for small businesses, not against them.

Our team is fueled by hustle, heart, and a set of shared values: Problem Solving. Continuous Improvement. Delivering Value. Being Trusted Advisors. These aren’t just words—they guide everything we do to serve our members and help them realize their goals.

Learn more at retailerwebservices.com and nationwidegroup.org.

What We'll Do for You:

• Competitive base pay and performance bonus, dependent on role.
• Medical, Dental, Vision with $0 cost Employee Only coverage options
• Employer Paid Basic Life/AD&D
• Employer Paid Short-Term and Long-Term Disability
• MetLife supplemental insurance benefit options
• Matching 401K with 100% vesting
• Open PTO Policy, Paid Holidays, Paid Maternity/Paternity to help you balance work and personal life
• Business casual work environment
• Discounts Program on Electronics, Cells Phones, Health & Wellness, Travel, Entertainment, Home & Auto, Pet Insurance and more!

Job Location: Remote; Open to all U.S. candidates

Job Summary: 

Our Customer Account Managers are the backbone of what we do here at RWS. They work with our retail clients daily, establishing and maintaining a strong relationship and helping them get the most out of our products. From websites to reputation management and other tools that span the shopper journey, Customer Relationship Managers provide training, support, and sound advice to the retailers we serve so their businesses thrive via a strong digital presence. 

Our ideal candidate would have a proven success record in managing a retail business and/or e-commerce website management. Communication and attention to detail is imperative to ensure that our client’s needs are met, as is a passion for helping independent retailers succeed. You should be resourceful, adaptable, analytical and highly organized, with a knack for building relationships with clients. 

Job Responsibilities: 

• Manage a book of clients with excellence while maintaining a high retention rate and NPS score.
• Discuss and help implement strategies with clients that drive consumers to shop online and/or in-store. 
• Manage client expectations and oversee website changes to keep client’s websites in line with their overall business strategy.
• Communicate routinely and in a timely manner with clients including responses to emails, phone calls, and voicemails, as well as proactive outreach.
• Participate in and lead webinars/conference calls with clients and field reps as needed.
• Conduct monthly website reviews with clients and track progress on the priorities you establish together.
• Train and assist our clients on how to use our products and tools we offer to ensure they are aware of all the ways we can help their business.
• Collaborate with other teams to complete client requests and convey new features that our clients are asking for to help make our product the best it can be. 
• Identify opportunities for clients to adopt additional tools we provide to improve their success. 

Job Qualifications: 

• Bachelor’s degree in Marketing, Business, or related field. 
• 3-5 years Account Management and/or Marketing related experience; agency experience is a plus.
• Google Certifications from the Analytics Academy and Google My Business a plus.

Job Competencies:  

• Has a passion for customer service, bringing empathy and compassion to our clients.
• Understanding of retail and/or e-commerce.
• Excellent interpersonal communication, collaboration, and solution-building skills.
• Strong presentation, verbal, written, and organizational skills.
• Highly motivated, self-starter who can confidently maintain consistent required work hours from a home office while our operations are in a remote setting.
• Detail oriented with a strong aptitude for and knowledge of project and time management.
• Ability to learn and work in a fast-paced, high-volume, and deadline-driven environment.
• Ability to think critically and solve complex problems.
• Experience with Google Analytics, SEO, and SEM is a plus.
• Proficient in a Windows environment.

Work Environment:

Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas. While performing the responsibilities of this job, the employee must be able to access all components of workstation and other office equipment. Frequent typing, writing, bending, and twisting. Must be able to lift up to 10 pounds.

General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate business apparel.

Why you want to work with NMG:

Nationwide Marketing Group is an equal opportunity employer that does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We believe that the future of our organization depends on building a diverse, representative, and inclusive team. We strongly encourage individuals of all backgrounds to apply. Should you need any reasonable accommodations through the interview process, please let us know.