Member Services Account Manager - U.S. Based Remote Role

About the Organization

Common App is a national nonprofit committed to enhancing access, fairness, and transparency in college admissions. Each year, we support over one million students, including many first-generation applicants, as they apply to over 1100 member colleges using our free online application platform.

Role Overview

We are seeking an experienced Member Services Account Manager to join our mission-driven team. This position is vital to member satisfaction and retention, providing guidance from onboarding through renewal and growth opportunities. The role involves developing strong relationships to comprehend member needs and recommending our suite of products and services accordingly. The Account Manager will continuously assess account health, implement management strategies based on best practices, promote new programs, and offer technical assistance as necessary. Prior experience with enrollment management at community colleges or similar institutions is essential.

Key Responsibilities

• Manage member accounts to ensure satisfaction and retention.
• Support members throughout implementation, renewal, and expansion phases.
• Build and maintain relationships to understand priorities and tailor solutions.
• Monitor account status and create management plans to foster program and product adoption.
• Deliver technical support when needed.

Candidate Qualifications

• Must reside within the United States.
• Willingness to travel twice yearly for Common App Retreats.
• Bachelor's degree or equivalent experience.
• 2 to 4 years of customer or member service experience.
• Background in admissions or enrollment management at community colleges, regional public systems, or similar institutions.
• Excellent communication, presentation, and active listening abilities.
• Strong organizational skills with attention to detail and the ability to manage multiple accounts simultaneously.
• Rapid aptitude for learning new technology and conveying technical information to varied audiences.
• Understanding of organizational structures and ability to educate internal teams and members about products and processes.
• Team-oriented while also capable of working independently.
• Professional, friendly demeanor with strong interpersonal skills via phone, email, and in-person interactions.
• Proficient with Google Suite.

Preferred Skills

• Familiarity with Common App software and operations.
• Confident in presenting information and handling inquiries from senior leaders, staff, and member institutions positively and clearly.
• Analytical thinking capabilities.
• Experience using Salesforce and Acuity Scheduling platforms.
• Project or account management experience.

Compensation

Salary range is $59,000 to $65,520 annually.

Employee Benefits

• Flexible, virtual-first work environment supporting work-life balance.
• Paid time off including standard and floating holidays, sick leave, and monthly mental health days.
• Choice of PC or Mac laptop and optional peripherals with one-time office setup stipend.
• Monthly stipends for remote work expenses and mobile phone use.
• Competitive, market-aligned salary with potential performance bonuses.
• 403(b) retirement plan featuring company contributions and vesting schedule.
• Multiple health insurance options, including medical, vision, dental, and flexible spending accounts.
• Access to Maven virtual clinic for women and family health.
• Company-provided life, AD&D, short-term and long-term disability insurance, with optional additional life insurance coverage.
• Funds allocated annually for professional growth and opportunities for advancement within the organization.
• Additional support programs such as employee assistance, will preparation services, travel assistance, and pet insurance.
• 1Password family account subscription.

Work Culture

We foster a diverse, collaborative, and creative environment where staff are encouraged to contribute ideas and shape our organizational culture.

Application Process & Important Notices

Applicants should submit their resume and cover letter including salary expectations. Common App adheres to safe recruitment practices and will never ask for payment, banking information, or direct candidates to third-party services for visas. Be vigilant against job scams and report suspicious activity to authorities.