Client Solutions Consultant

POSITION SUMMARY

The Client Solutions Consultant (CSC) manages a portfolio of fundraising programs across higher education, healthcare, and nonprofit sectors, overseeing channels such as phone, digital, direct mail, and crowdfunding. They drive strategic execution by coordinating with delivery teams, ensuring efficient operations and strong client outcomes. The CSC also partners with Account Managers or independently manages renewals to maintain client satisfaction and retention.

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

• Ensures RNL effectively delivers contracted services with operational excellence.
• Ownership of program performance metrics including product strategy success, on time, in-scope and within contract budget.
• Responsible for goal setting statistical analysis and driving strategic and tactical decisions that will help meet goals and achieve program success.
• Responsible for productivity of marketing campaigns, metrics that include pledged donors/ dollars secured, phone channel completes and hours program ROI and other metrics.
• Monitors, measures and acts when performance is not on pace to achieve key metrics.
• Representing the voice of the client, serves as the operational owner, and influences internal stakeholders with a client-centric mindset across the organization.
• Determines and leads execution of strategies to achieve specific client goals in partnership with account management and sales.
• Ensures operational excellence in collaboration with data and creative services to ensure accuracy and client satisfaction.
• Owns escalation point for delivery concerns.
• Conduct daily, weekly and long-term statistical analysis for each program in assigned portfolio.
• Positively contribute and influence client satisfaction metrics, client account KPIs and overall client health.
• Must be capable and willing to travel (~10%).
• Renewal ownership if an Account Manager/Senior Consultant is not assigned.

If responsible for oversight of Digital Engagement Centers:

• Assist in hiring process; develop and manage new Engagement Center Managers and/or Engagement Center Directors.
• Enforcement of engagement center policies and procedures.
• Responsible for expense management and budgeting; status updates to be provided on a weekly, monthly and quarterly basis ensuring the team is tracking program hours accurately.
• Regular site visits (in person and remote) are required to assigned programs in coordination with the AVP; number and type of visits to be determined based on portfolio.
• Optimize procedures and keep staff motivated.
• In collaboration with Engagement Center Directors and/or Engagement Center Managers, responsible for ambassador recruitment and staffing.

Required:

• Bachelor’s degree
• 3+ years (in a full-time capacity) working directly in telefundraising or call centers, digital giving/engagement, project or people management, or annual giving
• Demonstrated management experience
• Exceptional time management ability
• Strong supervisory, organizational and communication skills
• Ability to work in an autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of goals
• Ability to analyze statistics and offer insight into statistical trending of engagement center and other channel performance
• Strong working knowledge of MS Office products
• A demonstrated ability to learn new software quickly
• Entrepreneurial skills and the ability to take ownership of call center operations, utilizing innovation and creativity to advance and improve productivity, are essential
• Provide effective follow-up and follow-through regarding individual and team performance
• Ability to reduce issues to core elements, develop solutions and quickly solve
• Capable and willing to travel when needed (~10% travel)
• Ability to maintain and work in a remote home office
• Must be able to work in an environment where the noise level is moderate
• This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
• This is largely a sedentary role; infrequent light physical effort is required (minimum of five pounds)

Preferred:

• Experience directly managing phone channel or call center programs
• Experience executing annual giving direct marketing campaigns (phone/direct mail/email/crowdfunding)
• Prior experience with RNL software and platforms, including RNL ScaleFunder and RNL Engage

RNL is an equal opportunity employer, and we are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, please reach out to us here.