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Job Description

Title: Director, Client Management
Department: Client Management
Type: Full Time / Permanent
Location: Andover

Overview

Our Client Management Team serves as the primary point of contact for a client book of business. We must become expert in helping our customers best leverage our tools, services, and best practices while developing a deep understanding of each client’s business processes and strategic philanthropic goals. We work closely with clients and CyberGrants resources to clearly define and document business requirements, ensure timely and accurate resolution of all operational issues, meet our client commitments. Additionally we act as advocates for CyberGrants and are expected to identify, promote and communicate cross-sell and upsell opportunities.

The Director, Client Management will lead and direct the client management functions for CyberGrants, including the client management ‘PODs’ (teams). Client Management is the primary relationship contact with clients. The Director, along with client managers, will take a team-based approach to keeping customers connected to CyberGrants and for enhancing their overall client experience. The Director is responsible for overall customer well-being by monitoring the health of the relationship between our customers and CyberGrants, producing customer programs, providing proactive communications, coordinating with appropriate internal CyberGrants teams to provide dependable contract services as well as project based billable services, and acting as an escalation point for customer issues.

Duties and Responsibilities include the following: