Senior Account Associate

Title: Senior Account Associate

Location: Brooklyn or US Remote

We believe that Americans with limited income deserve modern, respectful, and effective experiences around their government benefits and money. Unfortunately, the status quo often fails to treat them as first-class citizens in their daily interactions around the social safety net and financial services.

Propel’s mission is to change that. We’ve built Providers, the most popular app in the country built specifically for low-income Americans. Over 5 million families each month use Providers to seamlessly manage their government benefits (programs like SNAP, commonly known as food stamps), conduct their banking, and save and earn money. Providers has been recognized by the White House, featured on the front page of the NYTimes, and carries over 500,000 five star reviews.

Our Senior Account Associate plays a critical role on Propel’s Marketplace team, which works with values-aligned advertising partners to help our users find new ways to save money and earn income. You will be responsible for helping to grow our advertising business by managing relationships with customers. You’ll also work directly with team leaders across an array of projects and functions in a fast-moving start-up environment. We’re a small team, enabling huge individual impact and promoting professional growth and flexibility.

Propel is a for-profit, venture-backed company that holds its social mission at its core. Our investors include Andreessen Horowitz, Nyca Partners, Financial Health Network, JPMorganChase, Kevin Durant, Serena Williams, and Nas.

We’re an equal opportunity employer and are strongly committed to hiring a diverse team. We encourage applications from those with traditionally underrepresented backgrounds, and we particularly value lived experience with the social safety net.

We offer:

• An immediate opportunity to make an impact
• A get-stuff-done, fun, and caring culture
• Meaningful work and a strong shared sense of mission
• Competitive compensation (including equity) and excellent benefits
• A remote-first working environment with an HQ in Brooklyn and satellite offices in San Francisco and Salt Lake City
• Propel believes that everyone should be compensated fairly and equitably. We set our salary ranges using compensation data from hundreds of NYC based startups at our stage. Additionally, pay is not determined based on location. The salary range for this position is $100 – $120K depending on experience. There is an opportunity to receive a team performance bonus of up to 10% of base salary. Equity and excellent benefits come with this position as well!

What you’ll do:

• Deliver a world-class customer experience for assigned accounts by following Propel’s Customer Success standards and best practices
• Provide a seamless onboarding experience for new customers as they transition from Business Development and move from pilot to sustained partnership
• Ensure all campaigns are delivered according to Propel’s ad standards and guidelines
• Internalize customer goals and work cross-functionally as their champion within Propel to deliver meaningful progress against their goals
• Identify revenue growth opportunities on assigned accounts, and drive the development of and execution against plans to expand customers’ investments with Propel
• Serve as a strategic partner and subject matter expert for customers, proactively offering recommendations and guidance to help them achieve their goals on our platform
• Identify opportunities to improve internal tools, processes, and our advertising product offering
• Proactively share learnings with teammates to improve our collective understanding of industry trends and best practices

What you have:

• 4+ years of account management experience; experience with digital ads is a plus
• Exceptional presentation and communication skills both written and oral
• Strong problem-solving, project management, and analytical abilities
• Demonstrated ability to juggle multiple competing priorities and navigate ambiguity
• Attention to detail, a growth mindset, and a customer-centric approach
• Excellent relationship-building skills with a demonstrated ability to quickly build trust, both internally and externally
• Passion for building a business with a strong social mission at the intersection of private and public sectors

Impact Plan

In 1 month you’ll

• Complete Propel’s general onboarding, which includes learning about each team’s priorities and workstreams, hearing from our users, and understanding the history of the company and Providers App
• Learn everything you can about the Marketplace team and our Customer Success & Operations practice
• Shadow Customer Success Managers and Business Development Leads to understand how they position our advertising product offering and partner with current and prospective customers
• Shadow Business Analysts to learn how they set up advertising campaigns for success, optimize campaign performance, and identify growth opportunities
• Assist Customer Success Managers with their partners’ advertising campaigns to gain confidence in owning your own portfolio of customer relationships

In 3 months you’ll

• Serve as the primary point of contact for your account portfolio, having learned the ins and outs of Customer Success at Propel
• Be comfortable seeking the information you need when you don’t have all the answers

In 6 months you’ll

• Handle most customer interactions independently and know when to escalate challenges
• Create strategic growth plans for your portfolio of customers
• Begin to identify opportunities to improve internal tools, processes, and/or our advertising product offering

In 12 month you’ll

• Serve as a strategic partner for your customers, delivering a white glove experience and being trusted as a subject matter expert
• Drive meaningful growth in your customers’ investments with Propel
• Leverage your experience to uplevel the team and improve our value proposition for customers