Manager, Managed Services

The Manager, Managed Services is solution-oriented, organized, and precise, serving as a leader of a team and a primary point of contact for our clients and/or their donors. This individual will be responsible for understanding the needs of their team and their team’s client programs, while ensuring accuracy in operational delivery for charitable giving vehicles. The Manager, Managed Services role focuses on providing excellent client service to programs, donors, supporters, and beneficiaries. This position is responsible for overseeing a team of client account representatives and ensuring that all interactions with stakeholders are positive and aligned with the organization's mission and values. This role plays a crucial part in maintaining and enhancing the organization's relationships with its stakeholders, ensuring their satisfaction and continued engagement.

Duties & Responsibilities:

• Team Leadership:
  • Recruit, train, and supervise a team of client account representatives.
  • Provide ongoing coaching, mentoring, and performance feedback to team members.
  • Foster a positive and collaborative team culture that prioritizes excellent service delivery.
• Customer Service Strategy:
  • Develop and implement customer service strategies and standards aligned with the organization's mission and values.
  • Continuously improve and optimize customer service processes to enhance efficiency and effectiveness.
• Stakeholder Engagement:
  • Interact with donors, supporters, and beneficiaries to address their inquiries, concerns, and feedback.
  • Ensure timely and courteous responses to all communication channels (phone, email, chat, etc.).
  • Monitor and manage service request queues to meet response and resolution goals.
• Issue Resolution:
  • Handle escalated customer inquiries or complaints, working to find solutions, and ensure satisfaction.
  • Collaborate with other departments to resolve complex issues and communicate resolutions to stakeholders.
• Data Management:
  • Maintain accurate and comprehensive records of customer interactions and inquiries.
  • Generate reports and analyze data to identify trends and opportunities for involvement.
• Training and Development:
  • Conduct training sessions to equip team members with the necessary skills and knowledge to provide exceptional service.
  • Stay updated on industry best practices and incorporate them into training programs.
• Compliance and Ethics:
  • Ensure that all customer service activities comply with relevant laws, regulations, and ethical standards.
  • Promote ethical behavior and transparency within the team.
  • Perform routine quality review on essential program tasks to ensure quality standards are met and accountability is in place.
• Other duties as assigned

Education & Experience:

• Bachelor's degree in a related field (e.g., nonprofit management, business administration) preferred.
• 1-3 years management experience.
• Proven experience in customer service management, preferably in a financial services, nonprofit or charitable organization.
• Strong leadership and team management skills. Demonstrated experience in coaching and developing diverse teams to achieve success and meet deliverables.
• Exemplifies flexibility and agility to shift priorities, cross-train, and contribute to individual, team, and company initiatives.
• Strong business ethics and personal integrity.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software and tools. Experience with Salesforce, Five9 and Verint is desirable.
• Fluent in Microsoft Office Suits and basic financial concepts.

Ren is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.