Manager, Client Services

**Internal Applicants Only**

What We’re Looking For:

The Manager, Client Services is responsible for daily oversight and operations of key contributor teams, namely teams of functional or technical experts. The Manager will work closely with their peers within the Department of Client Services and closely with Directors and Vice Presidents in ensuring teams of contributors are skilled and prepared to deliver consistent high quality support and expertise to our clients. The Manager may also represent the Department of Client Services in cross functional and organizational work streams and efforts as needed.

As the leader of a functional or technical team, successful candidates bring a proven record of subject matter expertise in consulting, advising, technical skill and/or delivery of technology and solutions. They will serve as a primary point of contact for internal questions and support needs (oversee specific Exponent Partners internal chat forums).

Ideal candidates are effective problem solvers, effective people leaders, and are committed to centering client value. Successful candidates are highly experienced in leading diverse teams and managing and growing a professional services organization.

What Qualifications We Need:

• Minimum of 5 years experience in customer-facing consulting required, working knowledge of nonprofit business processes preferred;
• BS or BA degree or applicable experience required;
• Ability to serve as a “working leader”, carrying a caseload to support 50% billable work and leading a team;
• Outstanding leadership, customer service and communication skills, to provide a clear sense of purpose, direction, and expectations;
• Delegation skills with the ability to assign tasks efficiently and effectively, to staff by identifying their skill sets while ensuring staff accountability and productivity;
• Creativity and innovation skills to generate new ideas or think about a task or problem in a new or different way;
• Experience working with or leading diverse teams;
• Ability to mentor and motivate a remote team;
• Ability to monitor employee performance in a fair and consistent manner and provide actionable feedback, address personnel issues, and provide employee recognition;
• Team building and collaboration abilities by unifying teams and setting common goals
• Proven experience initiating open and honest coaching conversations;
• Ability to foster collaboration and successfully interact internally across departments and positions, and externally with clients and stakeholders;
• Recent experience in managing software-as-a-service projects, experience with Salesforce.com preferred.

What You Will Be Doing:

• Lead teams of subject matter experts in a team based environment, these responsibilities include:
  • Provide work coaching, facilitation, and support to team members.
  • Responsible for reviewing real-time performance of team members, conducting performance assessment, goal-setting, and providing ongoing feedback and oversight.
  • Develop, in partnership with Talent & Culture, the long-term team member career growth plans and enable career development for team members.
• Supports Capabilities Leader in resourcing and planning with consideration to factors including billable hours, productive non-billable time, development and learning and overall business and client outcomes.
• Understands and supports client team members in influencing the client’s needs, goals and roadmap and ultimate success.
• Ensures team members have access to and show proficiency in key minimum skills and abilities to deliver high quality outcomes to our clients.
• Serves as a point of escalation for Client Lead and individual contributors in the event of client or team specific issues.
• Identifies and implements improvement opportunities for business efficiency and effectiveness, including process improvement.
• Ensures best practice library is current and relevant and accessible widely across the Services team.
• Serves as subject matter expert on select client engagements.

Key Performance Indicators

Key performance indicators will be set annually, and performance will be reviewed throughout the calendar year. Indicators will include:

• Client Satisfaction
• Employee Engagement
• Business Metrics at the team level, including: billable utilization, non-billable productivity, engagement delivery within scope, on time, within acceptable budget margin

At this time we are only accepting internal applications. Should we need to seek external applications to fill this need we will update our posting and promote this role out accordingly.

Who We Are:

Exponent Partners is a passionate, mission-driven organization that creates transformative information systems solutions for nonprofit organizations so as to enable radically better outcomes. We are information systems change agents, serving social impact change-makers!

We are a social venture, a B Corporation, a California Benefit organization, and an employee ownership company which works every day to support all of our stakeholders. We serve our clients through information systems for transformative impact.  And we support our staff through meaningful, impactful work in an environment and culture that is equal, diverse, curious, growth-minded, innovative, results-focused, and progressive - just like the society that we seek.