Client Intake Manager

Job Locations US-MA-Boston
Posted Date 2 months ago(12/23/2020 10:49 AM)
Job ID
2020-1751
# of Openings
1
Category
Capacity Building
Type
TSNE
Location : Name
TSNE

Overview

TSNE (formerly Third Sector New England) (www.tsne.org) is a management support organization that partners every year with hundreds of nonprofits, foundations, community-based groups, and others working for social change. Our mission is to provide information and services to build the knowledge, power, and effectiveness of individuals, organizations, and groups that engage people in community and public life. The ultimate intention of our work is to create a more just and democratic society.

 

We assist a wide range of organizations in the social sector with a mix of management support and capacity building services in consulting, financial and grants management, business administration, human resources, compensation and benefits administration, professional development training and research in nonprofit fields of practice.

 

As a leading voice and capacity builder in the nonprofit sector, TSNE is committed to learning and building our practices and values around diversity, inclusion and equity, and working in a culturally proficient way with our staff and the organizations and communities we serve. We actively cultivate a work environment that values the experiences of individuals in an open-minded and collaborative atmosphere.

Responsibilities

The Client Intake Manager will oversee the Client IntakeTeam and manage all intake processes and procedures for TSNE’s three business lines: Fiscal Sponsorship, Consulting & Training, and Property Management. This individual will need to work collaboratively across departments to ensure clear communications and efficient intakes.

Program Management

  • Oversee the development and implementation of operational excellent integrated client engagement processes;
  • Oversee day-to-day operations; ultimately ensuring that all inquiries, intakes, scopes, contracting, and engagement close-outs are completed in in a timely and appropriate manner;
  • Develop, launch, and communicate inquiry, intake, scoping, contracting, and engagement close-out policies, procedures, and controls;
  • In Partnership the Director of Learning and Evaluation, continuously improve processes, service-level agreements, defining goals and success indicators;
  • Provide regular updates to key stakeholders on prospective client data and the team’s achievement of its service level agreements; as well as data-driven recommendations;
  • Partner with the Senior Management Team, the Learning and Evaluation Team, IT Team, and other staff to provide high quality and consistent experiences for prospective clients;
  • Rapidly respond and escalate client issues as necessary.
  • Develop and maintaining relationships with key people within our client’s organizations, managing client priorities and expectations, and assuring that we deliver the best service possible.

Data Management

  • Ensure high quality data governance and integrity practices;
  • Serve as the data liaison between the Client Engagement Team, Learning and Evaluation, IT, and all other service lines.
  • Collect and analyze and create reports on data

Fiscal Sponsorship 

  • Project manage the process of potential new fiscally sponsored clients through board ratification;
  • Partner with departmental staff across the organization to develop maintain a due diligence process for evaluating the prospective clients.

Complete other tasks and projects related to the job, as needed.

Qualifications

We will consider exceptional candidates who demonstrate a strong combination of the specific qualifications and skills described below.

 

  • At least three years of experience in project management; demonstrated knowledge in project management practices; policy, procedure, and control development;
  • Demonstrated ability to capacity to manage multiple complex projects simultaneously, creatively problem-solve, and prioritize effectively;
  • Strong customer service skills;
  • Ability to work and problem solve independently as well as function as part of a team;
  • Strong knowledge of nonprofit foundational concepts, such as governance, financial management, programming, organizational structures, and delivery methods;
  • Highly organized, able to prioritize in complex, fast-paced environment;
  • Ability to manage confidential and sensitive information;
  • Demonstrated experience and proficiency in effective written and verbal communication, including experience presenting to senior leaders & other staff with diverse learning styles;
  • Experience leading continuous improvement efforts using data and metrics;
  • Commitment to the work of social and economic organizations;
  • Proficient in Microsoft software suite; SPSS, Stata or other data analysis tool; SurveyGizmo; Salesforce, Tableau; and the ability to learn new systems quickly and enthusiastically.

Physical Demands/Work Environment

 

The physical demands described here are representative of those for this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the functions. Work is performed in an office environment and in close proximity to other workers.

 

While performing the duties of this position, the employee is required to:

  • Handle, or feel objects, tools or controls;
  • Reach; traverse; sit (usually for longer periods of time); occasionally ascend/descend; and position self (to) move;
  • Occasionally lift and/or move up to 25 pounds;
  • The noise level in the work environment is usually moderate;
  • Job is not subject to significant occupational or environmental hazards;
  • Likelihood of personal injury would be relatively slight;
  • Environmental and work hazards are not present to a measurable degree.

Compensation and Benefits

 

Location: Work will be primarily performed at our main office (89 South St. Boston, MA 02111). Work is currently 100% remote.

 

Compensation: The starting salary for this position is $76,000.00 and is commensurate with experience.

 

Benefits: This position is eligible for a full benefits package including:

  • Generous Paid-Time-Off (PTO)*: 12 paid holidays, 3 weeks vacation, 1 week personal holiday, and sick time for full-time staff;
  • 80% Employer-paid, $0 deductible Health Insurance through Harvard Pilgrim;
  • Low-cost Guardian Dental and Vision;
  • Flexible Spending Accounts (FSA) for Health and Dependent Care;
  • Employer-paid Life, Long- and Short-Term Disability Insurance;
  • Employer-paid Pension through TIAA;
  • ...and more!

TSNE envisions a society grounded in the principles of social and economic justice. As such, we strive to achieve excellence through a diverse and inclusive workplace that honors the unique talents and lived experiences of each person. Our vision and values are reflected in all our employment-related decisions, including hiring practices. Accordingly, TSNE actively seeks people who bring diverse backgrounds and perspectives to join us in our work.

 

As an EOE/AA employer, TSNE will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin or ancestry, age, sexual orientation, gender identification, genetic information, veteran or disability status or any other factor prohibited by law.  

 

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