Job Description

This is an exciting opportunity to join a dynamic and growing non-profit organization that provides programs and services to over 27,000 children, families, and seniors living in affordable housing and workforce communities across the country. We connect, engage, and empower residents across four key initiatives: Economic Stability, Education for Youth & Families, Health & Wellness, and Community Building, serving as vital links between residents and services in an autonomous, community-focused environment. Our impact is tangible and life-changing, as evidenced by the success stories shared on our website: www.project-access.org/success-stories/

Join the Project Access team and create impact in the lives of our residents. Hear from them and how their lives have changed: www.project-access.org/success-stories/

The opportunity

The Business Development Account Manager is the heart of our client relationships — the person our partners know, trust, and call when they need something. This role is about more than account management; it’s about showing up with warmth, ownership, and follow-through every single day. If you've spent your career in the nonprofit or social services sector, you already understand that relationships are the foundation of impact — and that's exactly the mindset we're looking for.

You will serve as the central point of contact for our partners — Developers, Property Management companies, and ESG investors — ensuring they experience exceptional service, proactive communication, and swift resolution when challenges arise. Working closely with the Director of Business Development and our program delivery teams, you will be the steady, reliable presence that keeps our partnerships strong and our clients coming back.

This job may be a great fit for you if:

You are a natural relationship builder — warm, charismatic, and the kind of person people genuinely want to call when something goes wrong. You've worked in mission-driven environments and understand the unique dynamics of nonprofit partnership, community accountability, and social impact. You bring grit and resilience to your work; you don’t shy away from a tough conversation, and you don’t let a challenge linger. You take complete ownership of your accounts and follow through until things are truly resolved — not just on paper.

You've contributed to grant proposals, partnership decks, or funding applications and know how to translate program outcomes into compelling narratives for external audiences. You're comfortable managing complex projects across multiple stakeholders, keeping timelines, deliverables, and communication on track. You remain calm under pressure, think clearly in the middle of difficult situations, and have a way of making people feel heard and cared for even when things get hard. You take the time to truly understand the communities and partners you serve, and that knowledge shows in every interaction. You’re organized enough to juggle competing priorities and tenacious enough to see every project through to the finish line.

What you'll do

Client Retention & Account Health Management

• Serve as primary point of contact for all existing clients, building trusted relationships that drive long-term retention
• Conduct quarterly business reviews and proactively monitor account health through check-ins, surveys, and performance metrics
• Identify early warning signs of potential churn and implement immediate intervention strategies to maintain 90%+ retention rates
• Track client satisfaction scores, lifetime value, and engagement metrics while anticipating needs before issues escalate

Customer Service Issue Resolution & De-escalation

• Lead de-escalation and resolution of all customer service issues, acting as the client advocate and central coordination point between clients and internal departments
• Establish clear issue resolution protocols with defined response times; handle day-to-day communications with urgency and professionalism
• Identify systemic issues affecting multiple clients and work with leadership to implement permanent solutions
• Document concerns, resolutions, and lessons learned; coordinate cross-functional teams for complex issues

Client Onboarding, Growth & Revenue Expansion

• Execute seamless handoffs from Business Development to program delivery teams with standardized onboarding processes
• Monitor 30/60/90-day milestones to guarantee successful program launches with early wins
• Identify service expansion opportunities within existing partnerships; collaborate with Director of Business Development on data-supported growth strategies
• Coordinate contract renewals, COIs, and negotiations; organize client appreciation events and investor meetings

Sales Support & Business Development

• Qualify incoming leads through market research and discovery conversations; support initial discovery calls to understand deals and customer journey
• Prepare detailed prospect profiles, needs assessments, and customized presentations with case studies and ROI models; draw on experience with proposal development to craft compelling, mission-aligned narratives for prospective partners
• Support the preparation and coordination of partnership proposals
• Maintain CRM systems and generate pipeline reports tracking conversion rates and opportunity status
• Coordinate site visits for prospects and compliance reviews; facilitate reference calls and maintain database of client success stories

Market Intelligence & Performance Reporting

• Research ESG investment and housing trends in target markets; analyze competitor offerings and policy changes creating new prospects
• Prepare reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics
• Provide data-driven insights to refine client success and retention strategies
• Performs other related duties to benefit the mission of the organization

What you'll bring

• Bachelor's Degree in Business, Marketing, Communications, or related field
• 3–5 years in client success, account management, customer service leadership, or a related client-facing role with a proven track record in retention, relationship building, and seeing issues through to resolution
• Experience working in or closely with nonprofit organizations, social services agencies, or community development initiatives strongly preferred
• Experience supporting or managing projects end-to-end, including coordinating timelines, stakeholders, and deliverables in a fast-paced, mission-driven environment
• Familiarity with ESG investing, social impact measurement, or community development preferred
• Exceptional conflict resolution and de-escalation skills; ability to remain calm under pressure and identify at-risk accounts early
• Exceptional written and verbal communication skills with professional presentation abilities for client-facing interactions
• Strong analytical and problem-solving abilities; outstanding organizational skills with meticulous attention to detail
• Ability to manage multiple priorities and stakeholders simultaneously; experience coordinating cross-functional teams
• Natural relationship builder with high emotional intelligence and consultative approach
• Proficiency with CRM systems (Salesforce or similar), donor management systems (Bloomerang), and project management tools (Smartsheet)
• Advanced Microsoft Office skills (Excel, PowerPoint); experience with data visualization, reporting tools, ROI models, and financial projections
• Valid Driver's License, clean driving record, and current automobile insurance
• Successful completion of background check

The details:

• Work location:Remote based in Orange, CA, Phoenix/Tucson, AZ, Atlanta, GA, or Jacksonville, FL
• Work schedule: This is a full-time, exempt position with a work schedule of Monday through Friday and may include evenings and occasional weekends as needed.
• Reports to: Director of Business Development
• Travel: Regular travel to client sites, resource centers, and business development meetings (Up to 25%)
• Annual compensation: $70,304-$80,000. Placement within the salary range is determined by a combination of factors including geographic location, experience, and qualifications.
• Benefits offered
• • Health insurance, dental insurance, short-term disability, term life insurance, and an Employee Assistance Program (EAP). Additionally, the following voluntary benefits are available at 100% employee cost: vision insurance, voluntary life insurance, pet insurance, and supplemental benefits.
  • Safe Harbor 401(k) with 4% company match
  • Paid time off + 14 paid holidays

The above list of job duties is not exclusive or exhaustive and the job holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the position.

Project Access, Inc. is an at-will and equal opportunity employer, committed to creating an equitable and inclusive workplace. We value diversity in all its forms and actively seek to build a team that reflects the richness of our community. Our hiring practices are designed to identify and welcome talented individuals regardless of their race, ethnicity, cultural background, religious beliefs or practices, gender identity or expression, relationship status, age, neurotype, physical or sensory abilities, sexual orientation, military service history, or any other aspect of their identity protected by law. We believe that a diverse team leads to better ideas, more innovative solutions, and a stronger community impact. Our goal is to foster an environment where everyone can thrive and contribute their unique perspectives and skills.

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