Associate Director, Client Services

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 public media organizations (PMO’s) with outsourced marketing, data analytics, fundraising, and technology services.  These services help PMO’s 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, CDP has delivered more than $785 million in membership revenue for local PMO’s participating in its services and has become the most widely adopted Public Media 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

Position Overview

Reporting to the VP of Client Engagement, the Associate Director, Client Services will be responsible for a diverse portfolio of 8-10 client stations, generating approximately $3-4M in annual revenue. As the primary liaison between CDP and our clients, this role will oversee all aspects of the client relationship including fundraising, budgeting, reporting, and issue identification and resolution.

Priorities 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 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

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

People Management Skills:

• 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.

Strategic Leadership Skills:

• Strategic Thinking: Develop and implement strategic plans to achieve organizational goals.
• Business Acumen: Understand the financial implications of decisions and the impact on the bottom line.
• Client Relationship Management: Build and maintain strong relationships with clients, ensuring their satisfaction and retention.
• Change Management: Lead and manage organizational change initiatives, adapting to evolving industry trends and client needs.
• Problem-Solving: Identify and solve complex problems, making data-driven decisions.
• Innovation: Encourage innovation and creativity within the team to improve client services.

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

• 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. 
• Direct marketing, fundraising and/or public media experience a plus

Educational Requirements

Bachelor’s Degree or equivalent work experience preferred

All CDP employees have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day. Successful candidates will identify easily with a set of character attributes, as listed below: 

• 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.  

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.