Client Services Manager (Remote)

Job Summary: 

The Client Services Manager will own a diverse portfolio of clients and will be responsible for ensuring the success of the direct marketing programs and other initiatives which drive the fundraising efforts of each Client. 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 CDP’s clients. 

How you’ll contribute: 

New Station Onboarding 

• Supporting the onboarding and transition of new stations to the CDP Co-op model, including CRM, email, and membership fundraising programs. 
• Provides ongoing support and coaching to help users maximize their utilization of the CRM system and CDP Co-op. 
• Collaborates with new Clients, stakeholders across CDP and ROI to identify solutions for new client’s current business processes within the CDP technology and reporting ecosystem. 

Relationship Management 

• 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. 

Client Budgets 

• 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.

Reporting 

• Review standard monthly reports before releasing for client review, escalating any reporting issues internally as needed.
• 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. 
• Champion the year-end analysis activities, from preparation through client presentation. 

Issue Identification and Escalation 

• 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. 
• Help support internal and external teams in new CRM implementation for all client stations. 

New Business Development 

• 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. 

Experience/Skills 

• 5+ years of experience in client services and/or project management 
• Proficient in managing a diverse portfolio of clients, accounting for a significant book of business.  
• Adept at using technology (especially Excel, PowerPoint and Salesforce) 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. 
• Direct marketing, CRM, fundraising and/or public media experience a plus. 

Educational Requirements  

Bachelor’s Degree or equivalent work experience preferred.

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 

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 accomodations@cdpcommunity.org.