[Hiring] Client Solutions Manager @AnswerNet

Role Description

The Client Solutions Manager acts as the strategic bridge between non-profit clients and internal call center operations. This role owns the success, profitability, and growth of assigned telefundraising campaigns. The manager partners with non-profit stakeholders and the internal sales team to understand goals, translate them into actionable campaign strategies, and collaborate with production floor management to ensure daily KPIs are met or exceeded. The ideal candidate blends account management expertise with a deep operational understanding of call center dynamics and non-profit fundraising metrics.

Essential Duties and Responsibilities

• Client Relationship Management: Serve as the primary point of contact for non-profit clients, leading weekly performance calls, quarterly business reviews (QBRs), and strategic planning sessions to ensure high client satisfaction and retention.
• Campaign Strategy & Implementation: Lead the onboarding and launch of new campaigns, collaborate with clients to develop compelling phone scripts, design effective rebuttal matrices, and establish targeted donor segmentation strategies.
• Operational Alignment: Work closely with the Operational team to translate client objectives into floor-level execution, conduct calibration sessions, provide feedback on agent tone and accuracy, and ensure mission-centric messaging is maintained.
• Performance Analysis & Optimization: Monitor real-time data and daily production reports (e.g., conversion rates, pledge fulfillment, cost-per-acquisition, and average gift size) to proactively identify performance bottlenecks and propose solutions for better ROI.
• Reporting & Financial Tracking: Generate comprehensive weekly and monthly campaign performance reports, and track billable hours against campaign budgets to ensure client ROI and internal margin targets are achieved.
• Compliance & Quality Assurance: Ensure all campaigns strictly adhere to PCI-compliance standards, telemarketing regulations (TCPA), and specific client brand guidelines.
• Performs other duties as assigned.

Qualifications

• Fundraising Expertise: Demonstrated understanding of non-profit fundraising principles, particularly telefundraising, sustained giving (monthly pledges), and donor retention strategies.
• Analytical Skills: Strong proficiency in data analysis with the ability to interpret call center metrics (Service Level, AHT, Conversion Rate, RPC) and translate them into actionable business narratives for clients.
• Communication: Executive-level presentation and negotiation skills, with the ability to manage client expectations gracefully while effectively delivering constructive feedback to internal operations teams.
• Technical Proficiency: Advanced skills in MS Excel and experience with CRM platforms (e.g., Salesforce) and enterprise dialer systems (e.g., Five9, Genesys, VICIdial).

Requirements

• Experience: 3+ years of experience in account management, client success, or campaign management within a third-party call center (BPO) environment.
• Preferred Experience: Direct experience working in the development or annual giving office of a non-profit organization before transitioning to the agency/BPO side.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.