Business Development Account Manager

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 success