CDP Community · 1 day ago
Associate Director, Client Services- Remote
Boston, MA
Full-time
Remote
Entry, Mid, Senior Level
7+ years exp
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Responsibilities
Build strong relationship with all client contacts, acting as the primary liaison with both executive and frontline staff
Own all special projects and customized client requests, working with internal CDP teams to scope and implement if applicable
Operate as the Client subject matter expert and keeper of client information within our CRM systems
Participate in yearly budgeting development process and present completed budget (and subsequent reforecast if needed) to client in partnership with the CDP Finance team
Participate in any higher-level meeting with client’s finance department or senior level teams as needed throughout fiscal year to guide program effectiveness
Review standard monthly reports before releasing for client review, escalating any reporting issues internally as needed
Collaborate with internal Business Data Analytics team relative to standardized and customized reports as well as automated process to ensure efficacy of data being reported
Champion the year-end analysis activities, from preparation through client presentation
Review case dashboards which identify any discrepancy from expectation on regular basis and ensure cases are being managed and closed in a timely manner
Monitor internal and external communications to make sure messaging adheres to CDP standards
Effectively lead and mentor a team of client service professionals, fostering a positive and collaborative work environment.
Identify and develop talent within the team, providing coaching, mentoring, and performance feedback.
Set clear performance expectations, provide regular feedback, and conduct performance reviews.
Resolve conflicts and disputes within the team in a constructive and timely manner.
Develop and implement strategic plans to achieve organizational goals.
Understand the financial implications of decisions and the impact on the bottom line.
Build and maintain strong relationships with clients, ensuring their satisfaction and retention.
Lead and manage organizational change initiatives, adapting to evolving industry trends and client needs.
Identify and solve complex problems, making data-driven decisions.
Encourage innovation and creativity within the team to improve client services.
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
Collaborate with Partner Services in rolling out new service/product to MSB stations
Qualification
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Required
7-10 years of experience leading teams in client services and/or project management
Proficient with managing across a diverse portfolio of clients accounting for a significant book of business
Adept at using CRM technologies to drive the metrics and reporting required to manage portfolio effectively
Strong understanding of budgeting and the financial impact of customer/donor acquisition campaigns
Effective communication skills and the ability to interact professionally with a diverse group of clients, colleagues and staff
Demonstrable record with issue identification, triage and mitigation strategies
Well organized, detail oriented, able to multi-task, and possess excellent time-management, planning and prioritization skills.
Preferred
Direct marketing, fundraising and/or public media experience a plus
Bachelor’s Degree or equivalent work experience preferred
DEI mindset: You embrace and demonstrate a diversity and 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.
Company
CDP Community
Founded in 2011, CDP is a cooperative fundraising alliance that pioneers new and innovative fundraising technologies, marketing strategies, and scaled best practices on behalf of more than 230 public radio and television stations.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michal Heiplik
President and co-founder
Company data provided by crunchbase
