Senior Client Services & Onboarding Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Reporting to the Director of Client Engagement, the Senior Client Services and Onboarding Manager will manage a varied portfolio of active and onboarding client stations, ensuring the success of direct marketing programs and campaigns that drive fundraising efforts for each station.

• Collaborate closely with internal resources at CDP and external partners as needed to ensure that appropriate solutions are implemented on behalf of client stations.

• Establish strong relationships with all client contacts, serving as the primary liaison with both executive and frontline staff.

• Oversee all special projects and tailored client requests, working alongside internal CDP teams to scope and implement solutions when applicable.

• Engage in the annual budgeting development process and present the finalized budget (and any subsequent reforecasts if necessary) to clients in collaboration with the CDP Finance team.

• Work together with the internal Business Intelligence and Analytics team concerning standardized and customized reports, as well as automated processes to ensure the accuracy of reported data.

• Lead the year-end analysis activities, from preparation to client presentation.

⛳️ Requirements

• Over 5 years of experience in client services and/or project management.

• Skilled in managing a diverse portfolio of clients that constitutes a significant book of business.

• Proficient in utilizing technology (particularly SalesForce) to effectively drive metrics and reporting necessary for managing the portfolio.

• Strong grasp of budgeting and the financial implications of customer/donor acquisition campaigns.

• Excellent communication skills with the ability to engage professionally with a diverse range of clients, colleagues, and staff.

• Proven track record in issue identification, triage, and mitigation strategies.

• Highly organized, detail-oriented, capable of multitasking, and possessing exceptional time-management, planning, and prioritization abilities.

• Experience in direct marketing, fundraising, and/or public media is a plus.

• Bachelor’s Degree or equivalent work experience is preferred.

🏝️ Benefits

• Our company culture holds significant value for us. Successful candidates will resonate with the following character attributes: You are… A Communicator: You possess strong communication and customer service skills; you enjoy engaging with people and offering assistance. A Critical Thinker: You consistently seek ways to enhance efficiency, innovate, and implement improvements where possible. Process Oriented: You understand, navigate, create, and refine processes effectively. A Collaborator: You are a team player willing to assist where necessary; a relationship builder whose positive attitude motivates others; you actively share your expertise with team members. Someone Who Seeks to Learn: You are enthusiastic about listening, studying, and quickly acquiring new knowledge; you are resourceful and receptive to regular feedback for growth. Entrepreneurial: You have demonstrated success in a fast-paced and evolving environment; you possess a strong work ethic and are eager to contribute value to the organization and its mission. We strongly encourage individuals from historically marginalized and underrepresented groups to apply, even if you do not meet every qualification. We value diverse perspectives, lived experiences, and a commitment to public service. All CDP employees bring unique talents and experiences that shape our company culture, allowing us to thrive and bring our authentic selves to work each day.