Senior Client Services and Onboarding Manager-Full Time Remote
Our Organization
CDP, a Boston-based public benefit corporation, uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS stations with outsourced marketing, data analytics, fundraising, and technology services. These services help stations raise more net income, grow their donor files faster, lower their fundraising costs, and free up development talent allowing stations to better focus on local engagement. Since its inception as a business unit with the WGBH Educational Foundation and subsequent evolution to a freestanding entity, CDP has driven $150 million in incremental net value back to stations and has become the most widely adopted station service in the history of public broadcasting.
Just as CDP is committed to supporting public media organizations around the country, we are equally committed to supporting each of our team in their own professional development.
For more information visit www.cdpcommunity.org
Position Overview
Reporting to the Director of Client Engagement, the Senior Client Services and Onboarding Manager will own a diverse portfolio of active and onboarding client stations and will be responsible for ensuring the success of the direct marketing programs and campaigns which drive the fundraising efforts of each station. They will work closely with internal resources at CDP and external partners as necessary to ensure that the appropriate solutions are executed on behalf of the client stations. Work in collaboration with Project management team supporting new station onboarding to MSB Co-op, including change management with station staff to MSB Co-op systems, membership fundraising programs and operations workflow.
Responsibilities include, but are not limited to:
Relationship Management
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Build strong relationship with all client contacts, acting as the primary liaison with both executive and frontline staff.
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Own all special projects and customized client requests, working with internal CDP teams to scope and implement if applicable.
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Operate as the Client subject matter expert and keeper of client information within our CRM systems
Client Budgets
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Participate in yearly budgeting development process and present completed budget (and subsequent reforecast if needed) to client in partnership with the CDP Finance team
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Participate in any higher-level meeting with client’s finance department or senior level teams as needed throughout fiscal year to guide program effectiveness
Reporting
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Review standard monthly reports before releasing for client review, escalating any reporting issues internally as needed
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Collaborate with internal Business Intelligence and Analytics team relative to standardized and customized reports as well as automated process to ensure efficacy of data being reported
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Champion the year-end analysis activities, from preparation through client presentation
Issue Identification and Escalation
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Review case dashboards which identify any discrepancy from expectation on regular basis and ensure cases are being managed and closed in a timely manner
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Monitor internal and external communications to make sure messaging adheres to CDP standards
New Client Onboarding
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Work in collaboration with Project management team supporting new station onboarding to MSB Co-op, including change management with station staff to MSB Co-op systems, membership fundraising programs and operations workflow. Lay the groundwork for a smooth handoff post implementation.
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Work closely with client stations and internal teams on post conversion issues/projects to set up each station for success
New Business Development
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Support CDP Sales team and Leadership by providing cross-sell and upsell opportunities as well as front line expertise during the sales cycle as necessary
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Collaborate with Partner Services in rolling out new service/product to MSB stations
Experience/Skills
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5+ years of experience in client services and/or project management
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Proficient with managing across a diverse portfolio of clients accounting for a significant book of business
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Adept at using technology (especially SalesForce) to drive the metrics and reporting required to manage portfolio effectively
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Strong understanding of budgeting and the financial impact of customer/donor acquisition campaigns
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Effective communication skills and the ability to interact professionally with a diverse group of clients, colleagues and staff
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Demonstrable record with issue identification, triage and mitigation strategies
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Well organized, detail oriented, able to multi-task, and possess excellent time-management, planning and prioritization skills.
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Direct marketing, fundraising and/or public media experience a plus
Educational Requirements
Bachelor’s Degree or equivalent work experience preferred
Attributes
Our company culture is important to us. Successful candidates will identify easily with a set of character attributes, as listed below:
You are…
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A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help.
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A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can.
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Process Oriented: You’re able to understand, work in, create, and improve processes.
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A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members.
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Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback.
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Entrepreneurial: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.
We strongly encourage individuals from historically marginalized and underrepresented groups to apply, even if you don’t meet every qualification. We value diverse perspectives, lived experiences, and commitment to public service. All CDP people have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day.
Successful candidates will identify easily with a set of character attributes, as listed below:
- Inclusive mindset: You embrace and demonstrate an inclusion mindset and role model these behaviors for the organization.
- A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help.
- A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can.
- Process Oriented: You’re able to understand, work in, create, and improve processes.
- A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members.
- Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback.
- Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.
CDP is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, nationality, immigration status, citizenship, religion or religious creed (or belief, where acceptable), sex/gender, sexual orientation, gender identity and gender expression, pregnancy, marital status, age, citizenship, marital status, handicap or disability, genetic information or characteristics (or those of a family member), Veteran or military status, political belief, or socio-economic status. CDP does not discriminate against individuals on the basis of those characteristics or any other characteristic protected by law.
CDP provides reasonable accommodations for applicants with a disability in completing job application procedures. Please notify CDP Human Resources in advance so necessary arrangements can be made. If you need assistance or accommodation due to a disability, you may contact us at [email protected].
