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Client Impact Manager

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Published 5 days ago

ABOUT CRE

For forty-one years, CRE has prepared leaders and strengthened organizations to drive social change. As a nonprofit consulting firm, we provide the strategies and tools needed to build equitable and sustainable, high-performing organizations; working with 500 organizations each year. As we adjust to our new reality and work to bolster our team, organization, and sector, we are seeking a skilled, thoughtful, leader with a deep commitment to the social sector and alignment with CRE’s mission of strengthening organizations to reduce poverty, promote equity, and increase opportunity. 


Critically, the ideal candidate also will exemplify and promote CRE’s values, including our deepening commitment to racial equity and to dismantling anti-Blackness.


  • Collaboration: We are smarter and more creative when we work together (and it’s more fun too).
  • Diversity, Equity + Inclusion: We believe that true impact can only be achieved when we lift up diverse voices that have not always been heard.
  • Accountability + Excellence: We promise excellence in all that we do and hold ourselves accountable to the community, the people we serve, and each other.
  • Reflective Practice: We appreciate the big questions, tough discussions, and unexpected answers.
  • Power of Change: We believe that change is always possible and unleashes opportunity and the potential for creative solutions that improve communities.
  • Courage: We embrace bold ideas and risks that allow us to partner with clients as they overcome challenges and move toward change.


ABOUT OUR TEAM

Our team of 30 program/consulting and operations staff comprise dynamic, diverse, mission-aligned thought-partners, deeply invested in advancing social change. We co-create, transform, and challenge organizations to be their best. We value our people, the journey, and the promise of change. We believe all communities are rich in ideas, capacity, and care. We believe in love—love for our work, our clients, ourselves, and for each other. We lead with an unapologetic commitment to equity, especially in times of stress and uncertainty. For more, see our staff page, https://www.crenyc.org/about-us/our-team/.


ABOUT THE ROLE

As we prepare for the next phase of our strategic growth, the Client Impact Manager (“Manager”) will be a key member of the CRE team and will play a critical role in supporting CRE’s growth and strategic and business goals. The Manager will be responsible for a range of integrated activities intended to develop, steward, and grow the fee-for-service revenue CRE needs to continue to evolve and thrive. Managing CRE’s intake (inbound sales) process, the Manager will be responsible for developing prospective and maintaining existing and repeat client relationships while leading the client to work with CRE. The Manager will be responsible for managing and optimizing the intake process, including being the primary point of contact for all client inquiries, identifying and/or expanding client prospect channels, supporting and project managing proposal development, and supporting CRE’s business development strategy.


This is a new position and job functions may evolve. While operating within a matrixed organizational structure, the Manager will report directly to a Senior Consultant. The Manager is a creative and energetic professional with a keen mind who is eager to contribute ideas and work with staff to seize opportunities and address challenges. 


ESSENTIAL DUTIES & RESPONSIBILITIES

 Client Impact

  • Build relationships with clients, help them with issues, and continually offer a positive, customer-centric attitude throughout the length of their engagement with CRE
  • Become an expert in CRE and educate clients on our programs and services, and address challenges on work/project management and collaboration to clients
  • Serve as a client advocate while capturing feedback via periodic client success reviews and reporting requests to the consulting team
  • With input from internal and external stakeholders/clients, develop a client journey and design the processes and norms to consistently deliver on this experience


CRE Impact

  • Manage CRE intake process, including performing initial client onboarding
  • Support consultants’ business development efforts, including developing bids and proposals
  • With the Consulting team, standardize workplans, streamline practice offerings, and gather/maintain consultant utilization data to inform the intake process
  • With input from across the organization, develop and support implementation of client data collection plan
  • In partnership with Strategic Development, strengthen CRE’s brand and visibility by updating business / practice area overviews, and other assets 
  • With the Finance team, ensure accurate and timely workplan budgeting
  • Optimize Salesforce CRM tool and capabilities to increase intake process/ client management process


QUALIFICATIONS

The successful candidate will have the following 

  • 3-5 years’ experience in client-facing account management roles in the social sector, social enterprise or for a professional services organization
  • Exceptional client management / customer service skills, demonstrated by ability to establish trust and rapport, understanding of customer pain points, and responsiveness to customer needs
  • Excellent communication and presentation skills, both written and verbal
  • Demonstrated ability to relate to people of different backgrounds and identities 
  • Ability to cultivate ongoing, productive relationships, with internal stakeholders and external clients and client prospects
  • Strong knowledge of and commitment to the nonprofit sector, particularly nonprofits addressing poverty and social justice
  • Adept project management skills, including ability to multitask and prioritize
  • Comfortable working with CRM platforms; Salesforce experience a plus
  • Ability to work independently and collaboratively across CRE teams and roles



CORE COMPETENCIES

  • Ability to understand and articulate CRE’s programs and service value and benefits
  • Strong empathy for clients AND passion for revenue and growth
  • Creative, insightful thinker with strong problem-solving skills
  • Ability to develop good rapport with diverse stakeholders
  • Strong attention to detail while managing multiple projects in a timely fashion
  • Open, collegial, and supportive with colleagues; ability to build positive team dynamic
  • Proactive, can-do attitude with a sense of humor
  • Flexible and able to work effectively in a dynamic environment


CRE is an Equal Opportunity Employer and complies with the Americans with Disability Act. We strongly encourage applications from women, non-binary, people of color, and bilingual and bicultural individuals, as well as members of the LGBTQI+ communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical conditions.

ABOUT CRE

For forty-one years, CRE has prepared leaders and strengthened organizations to drive social change. As a nonprofit consulting firm, we provide the strategies and tools needed to build equitable and sustainable…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Professional Level
    Managerial

Salary

Up to USD 75,000

Benefits

CRE offers a generous benefits package that includes 20 days of paid time off, health insurance, flexible-spending accounts, and a 403b retirement plan.

CRE offers a generous benefits package that includes 20 days of paid time off, health insurance, flexible-spending accounts, and a 403b retirement plan.

Level of Language Proficiency

Spanish speaker, a plus.

Spanish speaker, a plus.

Location

Temporarily Remote
Work must be performed in or near New York, NY
Associated Location
42 Broadway, 20th Fl, New York, NY 10004, United States

How to Apply

For consideration, please send your resume and a cover letter that explains clearly your fit for this role/CRE and the value you will add; how you have engaged, collaborated, and uplifted diverse, marginalized clients, communities, and/or colleagues; and your alignment with CRE’s values. Send your materials to recruiting@crenyc.org and indicate "Client Impact Manager" in the subject line.


Prior to hire, candidates will complete at least two interviews and a written or role play exercise. Please inform CRE within a reasonable time period prior to administration of the interview or exercise of any reasonable accommodations needed.

For consideration, please send your resume and a cover letter that explains clearly your fit for this role/CRE and the value you will add; how you have engaged, collaborated, and…

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