Client Engagement Manager, Analytics

Location: Chicago, IL

Department: Analytics

Type: Full Time

Min. Experience: Mid Level

Summary

Reporting to the Vice President, Analytics, the Manager, Client Engagement is responsible for proactive support and implementation of GG+A Analytics products and services across current client engagements focusing primarily upon: the day-to-day management of client support related needs, administering end user training, creating end-user content, and assisting consulting staff in the tactical implementation of data results and recommendations. The incumbent will play a key role in organizing product development initiatives relying on critical feedback and experience gained in these engagements.  In addition, the incumbent occasionally works on special projects, research, and other duties as required and assigned. 

Key Responsibilities

Support:

  • Manages day-to-day client support needs.Responds to and troubleshoots client support requests by phone and/or email within one business day and record details of each client support request and resulting action taken in a format prescribed by the Vice President.
  • Manage client expectations and align daily support with ongoing consulting work within the various Analytics product offerings: Benchmarking, DonorScape®, Survey Lab and Advanced Analytics.
  • Contribute to the development of Analytics webinars, white papers, client testimonials, blogs and marketing content.
  • Develops and manages systems for tracking support issues and their resolution management and routinely analyze feedback for improvement and enhancement of products and process.
  • Tracks and controls client support utilization per engagement contracts.
  • Review Analytics engagement contracts monthly; Communicate recommendations for proactive client engagement (up-sell, etc.) to the client relationship owner, the Sales Team and GG+A Consulting Services.

Stewardship & Training:

  • Conduct structured online training for clients (initial and follow-up training) and continually develop training schedules and curriculum to deepen client relationships.
  • Offer periodic online training on products and services for consultants and staff.
  • Develop training materials and documentation for Analytics products and services (electronic and print media), customized for various audiences: clients, consultants, and staff; maintain the currency of all documentation and training materials when products or services are modified or enhanced.
  • Coordinate periodic meetings, summits, and end user group conferences that facilitate the sharing of best practices across clients

Core Competencies

  • Demonstrated organizational and project management skills, including the ability to manage multiple tasks and competing priorities in a fast-paced, deadline-driven environment
  • Superb interpersonal communication skills, including impeccable verbal and written communication skills especially in a client-facing capacity
  • Proactive, self-starter
  • Solid analytical and research skills
  • Excellent time and project management skills
  • Results orientation with high expectations for quality and accuracy
  • Flexibility and willingness to handle new and different tasks and ability to work in a collaborative team environment
  • Ability to exercise sound judgment; critical thinker, and communicative, consultative problem solver
  • Strong customer service orientation and commitment to meeting deadlines
  • Willingness to work occasional evenings/weekends as required

Minimum Qualifications

  • Undergraduate degree required, advanced degree preferred.
  • Minimum of 3 years’ experience in a professional office environment with demonstrated progression and expansion of duties/responsibilities.  Experience in consulting and/or other professional services firm strongly beneficial; knowledge of philanthropy and/or nonprofit organizations preferred.
  • Direct or indirect supervisory experience strongly preferred.
  • Ability to produce top-quality work with minimal direction while dealing with competing priorities and under pressure to meet exacting deadlines.
  • Demonstrated proficiency with Microsoft Office, particularly with Word, PowerPoint, Outlook, and Excel.  Experience with Customer Relationship Management (CRM) tools helpful.

About GG+A

GG+A has built a high-performance culture across all of its products and services. It is client-centric and committed to responding swiftly to client needs and requirements. It is a challenging environment that seeks intelligent, energetic, self-motivated individuals who are achievement-oriented and have high integrity.  The firm’s strategy is to continue to grow, serving a widening global constituency of nonprofits, especially in the sectors of higher education, academic healthcare, independent schools, arts and culture, and selected institutions in human services, and national and global charities.

The primary mission of GG+A is to assist its clients in the substantial improvement and acceleration of their fundraising programs.  It seeks to align those programs with the institution’s core mission and ensure their sustainability.

Employee Benefits include medical, dental, vision, life insurance, flexible spending account, long-term care insurance, short- and long-term disability, 401(k) with employer match, transit benefits, health club reimbursement, pet insurance, paid time off (PTO) and 9 holidays plus a day off for your birthday.

Forward this Position
Recipient email address (one)
Your name
Your email address
Enter a message (optional)
Human Check*
Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location *
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
Desired salary*