The Engagement Manager is responsible for the day to day management of between 2 and 10 Public Broadcasting clients using Blackbaud’s Data Management Services (DMS). They proactively communicate with their counterparts in the DMS functional groups to ensure on time and accurate delivery of contractual obligations. The Engagement Manager is the point person and primary communicator with our day to day contacts at our client site. This includes the weekly status calls both internally and externally as well as the first line for any adhoc requests that their clients make. As the day to day leader, this person is responsible for triaging incoming tickets and email requests. For large scale projects, the Engagement Manager is responsible for collecting the information for SOW’s and depending on the complexity and potential revenue, they may work with the Strategic Client Management team on authoring the SOW for the client. They also act as the Project Manager for any projects that are approved by the client and appropriate to be managed within DMS.
Deep understanding of Public Broadcasting marketing, fundraising, and membership practices.
Familiarity with Team Approach database.
Strong project management skills and the ability to transfer the training needed to hone those skills with their direct reports
Broad understanding of client schedules, business practices, and system administration
Team building skills both for internal and external teams
Strong communication and interpersonal skills
Inherent customer service mind set & ability to coach direct reports in challenging customer service situations
Possess strong time management skills and to develop methods to teach those skills to others
Attention to detail
Ability to identify up-sell/cross-sell opportunities & the ability to teach others how to identify these opportunities
A firm grasp of fundraising and data management systems
Manage the weekly internal and external client team meetings
Act as the liaison with all Blackbaud departments that are required for the delivery of contractual obligations
Conduct frequent check-ins with functional contacts & other Blackbaud departments that participate in the delivery for DMS Enterprise clients
Maintain up-to-date production calendars and status reports for each client
Build & maintain project plans for ad hoc projects and ensure on time delivery
Notify the Strategic Client Management team at the completion of any billable work to ensure on time client invoicing
Monitor the client email inboxes and ticket systems and distribute tasks to the appropriate team resources on DMS functional teams
Update client one-sheets at least on a quarterly basis
Author any project SOW’s and request assistance from the Relationship Manager or Strategic Account Manager (SAM), as needed
Collect, update and store client specific documentation using standard templates
Understand the DMS contracts for all assigned clients, particularly what is billable vs. non-billable and which clients require change management procedures
Monitor and comply with client change management procedures, where applicable
Manage client and vendor expectation
Have a grasp of the database tools that their clients use in order to answer basic usage questions and/or know who to pass the question onto
Ability to perform testing within the application with regards to requests from clients or supporting DMS team members
Travel Requirement: Engagement Manger II Between 10% and 20% of the Engagement Manager’s time will require business travel.
Blackbaud - 19 months ago
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