Fast Facts

The Senior Client Solutions Consultant (CSC) oversees a team responsible for managing client fundraising programs while also personally handling a client portfolio, ensuring operational excellence and program success.

Responsibilities: Manage and mentor a team of consultants, monitor program performance metrics, ensure client satisfaction, and drive strategies for achieving client goals while maintaining operational excellence.

Skills: Exceptional time management, supervision, organizational, and communication skills, proficiency in MS Office, and ability to analyze performance metrics are essential.

Qualifications: Bachelor's degree with 3-5+ years of experience in client solutions consulting or related fields, strong analytical and management skills preferred.

Location: Remote Anywhere US - Corporate Office, IA

Compensation: Not provided by employer. Typical compensation ranges for this position are between $85,000 - $120,000.

Job Details

Job Location:   Remote Anywhere US - Corporate Office, IA

Salary Range:   Undisclosed

Description

ESSENTIAL FUNCTIONS

POSITION SUMMARY

The Senior Client Solutions Consultant (CSC) manages a team of CSCs charged with developing, monitoring, and improving day-to-day management of an assigned portfolio of fundraising-focused programs (higher education, healthcare, and nonprofits). The Senior CSC also personally oversees a portfolio of their own clients. The Senior CSC is responsible for ensuring that all programs under their purview meet or exceed KPIs and deliver on contractual expectations and obligations.

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

• Manage, supervise, and mentor a team of Client Solutions Consultants
• Ensure RNL effectively delivers contracted services with operational excellence
• Ownership of program performance metrics including product strategy success, on time, in-scope and within contract budget
• Responsible for goal setting, statistical analysis, and driving the strategic and tactical decisions that will help meet goals and achieve program success
• Responsible for productivity of marketing campaigns and program-specific metrics
• Monitor, measure, and take action when performance is not on pace to achieve key metrics
• Represent the voice of the client, serves as the operational owner, and influence internal stakeholders with a client-centric mindset across the organization
• Determine and lead execution of strategies to achieve specific client goals in partnership with account management and sales
• Ensure operational excellence in collaboration with data, IT, and creative services to ensure accuracy and client satisfaction 
• Own escalation point for delivery concerns
• Conduct daily, weekly and long-term statistical analysis for all programs under Senior CSCs purview
• Positively contribute and influence client satisfaction metrics, client account KPIs and overall client health.
• Must be capable and willing to travel (~10%)
• Renewal ownership if an Account Manager/Executive is not assigned

If responsible for oversight of Digital Engagement Centers:

• Assist in hiring process; develop and manage new Engagement Center Managers and/or Engagement Center Directors.
• Enforcement of engagement center policies and procedures.
• Responsible for expense management and budgeting; status updates to be provided on a weekly, monthly and quarterly basis ensuring the team is tracking program hours accurately.
• Regular site visits (in person and remote) are required to assigned programs in coordination with the AVP; number and type of visits to be determined based on portfolio.
• Devise ways to optimize procedures and keep staff motivated.
• In collaboration with Engagement Center Directors and/or Engagement Center Managers, responsible for ambassador recruitment and staffing.

Qualifications

QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:

Required:

• Bachelor’s degree
• 3-5+ years of CSC experience or equivalent experience in fundraising or development/advancement/annual giving
• Illustrated management experience
• Exceptional time management ability
• Strong supervisory, organizational, and communication skills
• Ability to work in autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of personal and professional goals
• Ability to analyze statistics and offer insight into statistical trending of fundraising direct marketing outreach
• Strong working knowledge of MS Office products
• A demonstrated ability to learn new software quickly
• Provide effective follow-up and follow-through regarding individual and team performance
• Ability to reduce issues to core elements, and develop solutions using problem solving and analytical skills
• Capable and willing to travel when needed (~10% travel)
• Ability to maintain and work in a remote home office
• Remote/virtual work environment must be free from distractions while performing the essential functions of the job and have a reliable network connection
• Position predominantly includes sitting/standing for long periods of time, close vision through the use of a computer screen, extensive keyboarding, talking, hearing, and infrequent light physical effort is required (minimum of fifteen pounds)

Preferred:

• Prior experience with RNL software and platforms (RNL Engage, ScaleFunder, etc.)
• Experience directly managing phone channel or call center programs, and/or Giving Day and crowdfunding programs
• Experience executing annual giving direct marketing campaigns (phone / direct mail / email / crowdfunding)

The statements stated in this job description reflect the general duties as necessary to describe the essential duties/responsibilities, job requirements, physical requirements and working conditions typically required, and should not be considered an all-inclusive listing of the job. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.