Client Intake and Program Manager
Third Sector New England - Boston, MA

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This position manages client related work for Third Sector New England’s (TSNE) Consulting and Executive Transitions Programs which provide change management/transition-related consultation, and organizational development services to nonprofit organizations in CT, RI and MA. This person is responsible for receiving intake calls from organizations that are in, or entering into a transition period, and as well, from other referring sources and speak (predominately by telephone) and/or meet with potential clients, TSNE transition consultants and interim executive directors (EDs) in order to assess the organizations’ needs and to make appropriate matches with TSNE consultants, EDs, or both.

This position will scope and manage the contracting process between TSNE and client organizations and as well, the sub-contracting process with TSNE consultants and EDs. This involves negotiating and finalizing all agreements with clients and consultants/EDs. This person will also work closely with the Transition Program Director in maintaining our pool of transition consultants and EDs and in marketing, evaluating and supporting the programs. This includes providing needed support to consultants/EDs and working to make adjustments and to resolve issues that arise during the transition processes.

Essential Job Functions Client intake and management
  • Serve as the first point of contact for all incoming inquiries and client calls
  • Develop and maintain relationships with clients; provide check-ins and support as needed during the transition period
  • Work with client organizations to identify and clarify their needs and subsequently negotiate a scope of services and contracting with the clients
  • Match TSNE consultants and EDs to clients, based upon client service needs
  • Work with the TSNE Contracts and Data Administrator to ensure that contracts are accurately produced and maintained for client organizations and for consultants/EDs
  • Ensure that client, consultant/ED and other program data is entered and maintained consistently across the department
  • Work with TSNE executive search staff members to communicate and address client and consultant/ED needs for their search processes and to ensure high quality and timeliness of search support
Consultant and Interim Executive Director Management
  • Build maintain and coordinate a pool of transition consultants and interim executive directors; oversee the selection process
  • Manage the process to screen and assign consultants and EDs to clients
  • Serve as the TSNE “supervisor” for engaged consultants and EDs. Provide ongoing support and work to resolve issues that may arise during the transition process. Interface with consultants/EDs, clients and transition committees as needed
  • Provide regular check-ins and follow up with consultants and EDs once they have been placed with a client organization
  • Track and review client evaluation data and conduct evaluations of consultants and EDs
  • Plan and implement consultant and ED trainings focused on expert and peer learning, as well as on program development
Program development
  • Work with TSNE Communications staff and the Director of Partnerships and Leadership Initiatives to conduct outreach and marketing to potential clients
  • Represent the Consulting and Transitions Program at conferences and other meetings
  • Identify and/or draft written material for the TSNE website and other media in support of field building and marketing
  • Conduct succession planning and other related training sessions as needed
  • Work with the Director of Consulting and Executive Transitions to generate and track revenue and expenses and to develop an annual program budget and a longer range strategic plan
Qualifications
  • A minimum of five years of professional experience and at least five years of experience managing projects in a nonprofit setting; other sustained experience as a volunteer within a nonprofit organization and/or serving on a board of directors may be substituted
  • Must have exceptional human relations skills, the ability to influence in a way that is perceived as being open-minded and the ability to consider multiple points of view and to resolve conflict between equal partners. Strong negotiation skills and the ability to close a deal are a must
  • Experience providing external consulting services in nonprofit settings – board development and assessment experience is highly preferred; knowledge of an executive transition model is a plus
  • Familiarity with organizational development (OD) concepts is highly desired; experience working in an OD capacity is preferred
  • Experience as an executive director or interim ED of a nonprofit organization a plus
  • Financial management and budgeting experience is preferred
  • Ability to travel throughout Southern New England and to meet with clients outside of normal business hours is required
  • Must have proven ability to juggle multiple tasks and responsibilities and to meet deadlines
  • Must be able to play close and accurate attention to complex work and detail
  • Excellent listening, communications and interpersonal skills are required
  • Must be able to work independently but also to function well in a highly collaborative, team-based environment
  • Ability to work in a fast-paced, multi-cultural environment is required
  • Must show a commitment to and enthusiasm for TSNE’s mission and the work of social and economic justice
  • The ability to speak multiple languages is a plus

Third Sector New England - 14 months ago - save job - block
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