Associate Director, Client Services
WFH Flexible Fairfield, CT Client Services
Job Type

Position Overview: The Associate Director of Client Services is responsible for leading, managing and developing a team of PCAs while directly managing a portfolio of 40+ private foundation clients. The position requires proven, sustained success as a relationship manager.  This position is responsible for serving as an effective bridge between upper management and direct reports. An ideal candidate is someone who is highly organized, client-service oriented, a consummate professional, has demonstrated leadership qualities and has experience in building and managing a team of relationship managers. 

Key Responsibilities 

Team Leadership (30%) 

  • Manage, lead, develop and optimize a team of PCA’s including book reviews and inspiring cohesiveness, collaboration and teamwork in delivering superior customer service 
  • Own the team’s overall work product and deliverables while inspiring direct reports to hold themselves accountable and responsible for their own work 
  • Consistently encourage improvement among direct reports, help identify development needs, assist in crafting strategies to address those needs, and effectively guide improvement plans as appropriate 
  • Lead the performance review process for direct reports 

Client Relations (30%) 

  • Directly manage a portfolio of private foundation client relationships by responding to client emails and phone calls with speed and accuracy and proactively reaching out to clients with relevant industry or company information. 
  • Meet or exceed client retention goals (i.e., 97% retention within the team); seek opportunities to build client (and employee) loyalty to the company 
  • Maximize the potential for referrals through client and advisor relationship management 
  • Provide sales support as needed (e.g., participation in prospect calls and meetings) 

Client Implementation and Operations (30%) 

  • Oversee administrative operations for foundation clients to ensure compliance with tax and state filings, mandated distribution requirements and grant and expense processing by coordinating Foundation Source’s various departments and resources.  
  • Onboard private foundation clients by customizing and introducing the our platform and then serving as an ongoing resource and recognizing opportunities for incorporating additional services (i.e. Applications/Outcomes/PD Engagements).  

Strategy, Research and Development (10%) 

  • Actively participate in overall departmental strategy and own goal execution  
  • Maintain confident knowledge of company systems and processes, compliance and general philanthropy issues by attending various trainings and info sessions and be able to effectively articulate this information to clients as needed and appropriate.  
  • Consistently seek ways to improve our product and services, while simultaneously identifying ways to maximize efficiencies without compromising service quality 
  • Provide ongoing feedback to IT regarding common problems and/or opportunities for product improvement and enhancement and participate in QA testing as needed 
  • 5-7 years’ experience in a leadership position and in delivering relationship management, administrative support and exceptional customer service at a private foundation, financial services firm, or family office or will demonstrate similar relevant experience;   
  • Clear and effective communication skills, written and verbal 
  • Strong client-service orientation and interpersonal skills 
  • Basic computer knowledge including Microsoft Office and ability to learn and utilize new technology 
  • Strong analytical skills to review and understand client issues and determine efficient resolutions 
  • Solutions-oriented and ability to present one’s self as a reliable knowledgeable authority 
  • Ability to display grace under pressure and positivity in a high-volume environment; 
  • An action-oriented approach to work;  
  • Highest level of integrity, including respect for and adherence to client and corporate confidentiality 
  • Ability to maintain a home office that is conducive to work and free from distractions during business hours. 
  • Proven ability to hire, develop and inspire customer focused teams; 
  • Bachelor's degree or equivalent experience 

Physical Demands: 

  • Constantly operates a computer and other office machinery 
  • Must be able to communicate information and ideas so others can understand 
  • The ability to observe details at close range (within a few feet)