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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

The Account Executive owns the end-to-end client experience for their portfolio, serving as both the client's trusted advisor and ACD's advocate. This role is responsible for proactively managing client relationships, anticipating needs, and driving deliverables and deadlines to completion. The Account Executive partners closely with internal teams (IT, call center, and others) to resolve issues quickly, ensures the accuracy and integrity of client data, and makes sound business decisions that balance client satisfaction with ACD's operational and financial interests. Above all, the Account Executive is committed to delivering a proactive, high-touch experience that makes every client feel like a priority.

Work Schedule & Availability:

Company business hours are 9:00 AM - 6:00 PM EST, Monday through Friday.

Account Executives are expected to work a full-time schedule within these business hours (for example, 8:30 AM - 5:00 PM EST). Specific work schedules may vary based on business and client needs.

Because we support clients across multiple time zones and business needs, this role requires flexibility to work occasional evenings, weekends, and participate in a rotating on-call schedule. On-call responsibilities are shared across the team. Specific scheduling expectations, on-call rotation frequency, and responsibilities will be discussed during the interview process and onboarding.

What will you do?

• Maintains and nurtures existing client relationships.
• Functions as liaison between client companies and operations staff.
• Ensures MSA/SOWs remain current.
• Cultivates 20% or more growth of existing client base 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 Clients).
• Conducts post drive meetings with all Non-profit PBS/NPR clients within two weeks post drive.
• Maintain and grow average number of products for client portfolio to at least 3.5 products per Client.
• Ensures all emails, tickets and programming tasks assigned are responded to within twenty-four business hours of receipt.
• Coordinate new client start-up, onboarding and launch of new clients with all relevant stakeholders.
• Serves as the client's primary point of contact and trusted advisor, owning relationship strategy and driving short- and long-term initiatives to completion with consistency and follow-through.
• Owns the health of assigned accounts by proactively monitoring for signs of client dissatisfaction or risk, escalating issues early, and balancing client advocacy with ACD's business priorities to drive retention and long-term growth.
• Builds strong cross-functional partnerships internally to advocate for client needs, drive alignment on deliverables, and ensure consistent follow-through that delivers an exceptional client experience.
• Additional duties as assigned by management.
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What does it take?

• Bachelor's degree (B.A./B.S.) in related field or equivalent experience.
• One to two years related experience or equivalent.
• Commitment to excellence and high standards.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Independent, Critical Thinking.
• Strong organizational skills.
• Acute attention to detail.
• Creative, flexible, and innovative collaborator.
• Proven ability to manage multiple projects and meet deadlines.
• Strong people skills.
• Ability to deal effectively with a variety of individuals at all organizational levels.
• Good judgement with the ability to make timely and sound decisions.

Competencies

Analytical-Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Change Management-Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Delegation-Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

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.