Director of Client Services

General Management of Client Services 

• Manage client relationships and expectations in alignment with the contract, always striving for excellence in customer service.
• Work with Client Engagement to ensure proposals and contracts align with team availability and expertise.
• Manage and provide oversight for employees, interns and volunteers engaged in client work.
• Review Scope of Services for each client and lead the Team to set goals for each quarter.
• Forecast the amount of time to be spent on client work toward the accomplishment of the quarterly goals.
• Provide work assignments to Team Members.
• Ensure Team Members track their time on client work.
• Audit time tracking reports and compare time spent to time forecasted; troubleshoot with the team and correct any overages.
• Ensure that Team Members are trained, that effective processes are in place, and that workflow systems are functioning effectively; troubleshoot and implement corrections to improve functionality and produce expected results.
• Review and edit work product produced by Team Members to ensure high quality results for the client.
• Hold Team Members accountable for the timeliness, accuracy, quantity, and quality of their work assignments.
• Provide additional training, coaching and support for Team Members as needed; this may include providing direct instruction on how to perform their duties, demonstrating or modeling for them how work is expected to be accomplished, editing their work and explaining why edits were made, etc.
• Troubleshoot difficulties in the coordination and completion of projects assigned to Team Members.
• Remove barriers so that Team Members can accomplish their goals.
• Create work product as needed to accomplish the goals of the Team.
• Work in collaboration with marketing department to ensure webinars, newsletters, and company promotional materials are produced with relevant expertise.
• Emulate the Company brand, provide leadership, and serve as a role model for others.
• Recruit consultants, and provide a leadership role in their onboarding, offboarding, and training.

General 

• Provide coaching and support for clients on fundraising, marketing, public relations, strategic planning, nonprofit management, and communications strategies.
• Meet with supervisor.
• Prepare reports on work activities and progress toward Company objectives.
• Keep track of and report time on Company timesheet.
• Collaborate with other Company personnel.
• Participate in professional associations for nonprofit professionals.
• Stay informed on the latest developments within the nonprofit sector.

Work Context 

• Requires telephone conversations
• Requires interfacing with a computer
• Requires use of electronic mail
• Requires writing letters, memos, articles and reports
• Requires face-to-face and online discussions with individuals or teams
• Requires work with others in a group or team
• Requires work with external customers or the public
• Requires competition or awareness of competitive pressures
• Requires coordinating or leading others in accomplishing work activities
• Requires being exact or highly accurate
• Requires meeting strict deadlines
• Opportunity to make decisions without supervision
• Requires making decisions that impact the results of co-workers, clients or the company
• Includes traveling to various locations on and off site
• Requires working indoors in controlled conditions
• Includes responsibility for work outcomes and results
• Requires moving items up to 20 lbs. during set up of events
• Requires oversight, supervision and management of others, including responsibility for their work outcomes and results

Education and Experience 

Education:  

• Bachelor degree required; master’s degree preferred

Experience: 

• Demonstrated professional experience in nonprofit front-line fundraising required (5+ years and past responsibility for a multi-million-dollar fundraising goal preferred)
• Experience in management and supervision of employees (5+ years preferred)
• Project management experience (5+ years preferred)

Specific Knowledge Required:  

• Demonstrated management skills
• Demonstrated leadership skills
• Excellent customer service skills
• English language and grammar skills
• Excellent written and oral communication skills
• Proficiency in MS Word, Outlook
• Experience with Excel
• Demonstrated knowledge of fundraising principles and ethics
• Demonstrated knowledge and skills to implement all aspects of the donor development cycle
• Demonstrated success in marketing and communications
• Ability to meet aggressive deadlines on multiple projects simultaneously
• Competence in the use of videoconferencing technology (Teams and Zoom preferred)

Specific Knowledge Preferred:  

• Budgeting
• Certified Fund-Raising Executive (CFRE) credential
• MS Office: Excel, Power Point
• Constant Contact, Mail Chimp
• DonorPerfect, Raiser’s Edge/NMT (Blackbaud), Bloomerang, Network for Good, Little Green Light
• Social media: LinkedIn, Facebook