Senior Client Services & Onboarding Manager-Full Time Remote

**Senior Client Services and Onboarding Manager-Full Time Remote** **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 http://www.cdpcommunity.org **Position Overview** Reporting to the Director of Client Engagement, the Senior Client Services and Onboarding Manager will own a diverse portfolio of active and onboarding client stations and will be responsible for ensuring the success of the direct marketing programs and campaigns which drive the fundraising efforts of each station. S/he will work closely with internal resources at CDP and external partners as necessary to ensure that the appropriate solutions are executed on behalf of the client stations. Work in collaboration with Project management team supporting new station onboarding to MSB Co-op, including change management with station staff to MSB Co-op systems, membership fundraising programs and operations workflow. **Responsibilities include, but are not limited to:** 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 New Client Onboarding - Work in collaboration with Project management team supporting new station onboarding to MSB Co-op, including change management with station staff to MSB Co-op systems, membership fundraising programs and operations workflow. Lay the groundwork for a smooth handoff post implementation. - Work closely with client stations and internal teams on post conversion issues/projects to set up each station for success 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 Pa…