Client Services Manager
New
J
JobgetherNonprofit fundraising
US; based in the United StatesFull-TimeManager
Salary52,000 - 55,000 USD per year
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Job Details
- Experience
- At least 3 years of account executive or account management experience; at least 2 years of supervisory or people management experience.
- Required Skills
- People ManagementJiraMicrosoft ExcelMicrosoft OfficeAccount ManagementClient relationship management
Requirements
- Have at least 3 years of account executive or account management experience.
- Have at least 2 years of supervisory or people management experience, including coaching, performance documentation, and accountability for direct reports.
- Bring a high school diploma, a bachelor's degree in a relevant field, or equivalent professional experience.
- Demonstrate success managing client portfolios, including contract renewals, retention, and relationship development.
- Interpret performance data, identify trends, and translate findings into actionable improvements.
- Use Microsoft Office applications, including Outlook, Excel, Word, and Teams.
- Manage competing priorities, projects, and deadlines with strong attention to detail.
- Demonstrate leadership in setting expectations, delivering feedback, maintaining standards, and developing team members.
- Apply sound judgment, problem-solving, ownership, initiative, and follow-through.
- Adhere to policies and service-level agreements, maintain accurate documentation, and support continuous process improvement.
- Preferred: experience in direct-response television or public media fundraising.
- Preferred: familiarity with JIRA or similar ticketing and issue-tracking systems.
- Preferred: experience with CRM platforms or meeting-tracking tools such as FunnelMaker.
Responsibilities
- Lead, coach, and develop Account Executives and Junior Account Executives through one-on-ones, team meetings, performance reviews, and development plans.
- Monitor team KPIs and competencies, document performance, address underperformance, and collaborate with HR on corrective actions.
- Participate in recruitment, conduct interviews, oversee onboarding, and manage 90-day probationary reviews.
- Own high-value client accounts as the primary contact and support client satisfaction, retention, and growth.
- Lead pre-campaign and post-campaign meetings and support new client launches, program setup, internal coordination, and go-live readiness.
- Manage contract renewals and assist with negotiating client agreements, quotes, and contracts.
- Monitor account health, identify retention risks, and uncover upselling and cross-selling opportunities.
- Enforce escalation procedures, resolve client issues, and ensure tickets meet service-level agreements and response-time standards.
- Coordinate with relevant teams to resolve billing and data discrepancies and improve service outcomes.
- Prepare performance and client-specific reports, record client meetings in FunnelMaker, and maintain departmental procedures.
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