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Job No. 153065

  • Job Title:
  • DIRECTOR OF CLIENT SERVICES
  • Employer:
  • Union College
  • Location:
  • Schenectady , NY
  • Posting Date:
  • 15-May-2024
  • Description:
  • Position Purpose: Plays a pivotal role within the College Relations department, responsible for overseeing the efficient utilization and maintenance of the constituent management system. Provides leadership in system implementations, conversions, and upgrades, ensuring seamless operations to support fundraising and engagement efforts. Leads a team dedicated to data governance and advancement services, contributing to the strategic alignment and success of College Relations (CR).

    Essential Responsibilities and Duties:

    Reporting and Analytics: Designs and implements a robust structure for data analytics, dashboards, and reporting. Facilitates informed decision-making. Ensures data integrity while identifying donor trends. Collaborates with the Director of Operations on prospect management metrics. Facilitates accurate and timely completion of external surveys.
    Software Management and Innovation: Serves as the steward of the division’s customer relationship management system (CRM), overseeing its effective utilization. Serves as the project manager for the anticipated CRM migration starting in fiscal year 2024-2025. Develops comprehensive training materials, workshops, and documentation to empower divisional staff in maximizing the CRM's capabilities and fostering innovation in advancement practices.
    Data Governance and Compliance: Ensures strict adherence to fundraising regulations, policies, and best practices to uphold the accuracy, integrity, and security of constituent data. Manages gift, pledge, and receipt processes in compliance with internal revenue service, financial accounting standards regulations, payment card industry security council, the council for advancement and support of education guidelines, and auditors' requirements.
    Strategic Alignment: Acts as the primary liaison for College Relations with Finance and Information Technology Services (ITS) to foster collaboration and ensure strategic alignment. Including working closely with Finance on aligning financial reporting periods, fund reconciliations, review of gift processes and controls, and auditing schedules, and working with ITS to ensure CR systems operate effectively and met all data security requirements and ensure
    Staff Management: Promotes a culture of excellence, teamwork, and collaboration among staff, providing clear direction, setting priorities, and fostering a supportive environment for professional growth. Establishes and monitors well-defined, measurable goals for each team member, offering guidance, support, and professional development resources to enhance their effectiveness and achieve organizational objectives.
    Budgeting: Prepares a fiscal year budget in partnership with the Office of the VP for College Relations. Reviews and approves expenditures, consulting with Finance and other authorities as appropriate.
    Qualifications:

    Bachelor’s degree and a minimum of seven years of progressive experience in higher education advancement, with a strong understanding of fundraising principles and practices, or a combination of relevant education, training, certifications, and/or work experience. An Advanced degree in information management, data science, or a related field is preferred.
    Proficiency in system administration, networking, relational databases, programming, and documentation techniques.
    Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
    Preferred expertise with Ellucian by Colleague and Salesforce technology, preferably including experience with CRM migration projects.
    Exceptional leadership, judgment, and decision-making skills, with a proven ability to introduce and drive innovation in ways large and small through effective project management.
    Able to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
    Dedication to philanthropic support of higher education and alignment with the values and mission of the institution.
    Proactive approach to identifying and pursuing relevant learning and professional development opportunities to enhance organizational outcomes.
    We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.

    Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.



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