The Donor Services Manager will manage operations on 700+ Donor Advised Funds and the SmartSimple donor portal with an eye towards process efficiency and improvement. This position will manage constituent data and processes, work with a portfolio of fund holders, and manage projects for the Senior Director.
- Manage the implementation and continual enhancement of the SmartSimple donor portal in collaboration with IT; serve as the DDS liaison for implementation of the Grants Management System;
- Oversee portal training and troubleshooting for the DDS department;
- Review existing Donor Services processes to identify system improvements that will increase efficiency, including those that require input from Fund Administration & Finance; collaborate with IT to implement process changes;
- Oversee acknowledgement letter process for donors from President, Senior Vice President, Senior Directors or other staff as appropriate, in collaboration with the Donor Services Assistant and other departmental staff;
- Oversee welcome process for new funds, in conjunction with Donor Services Assistant;
- Oversee documentation of succession plans for Donor Advised Fund holders;
- Oversee donor inbox and donor line in conjunction with Donor Services Assistant to ensure a high level of customer service;
- Work directly with Fund Administration to resolve gift, grant and fund issues for Donors, and triage fund investment and fee issues as necessary;
- Cultivate relationships with a portfolio of 50+ Donor Advised Fund holders with the goal of repeat gifts, deeper engagement in the work of the Foundation, and legacy planning through the planned giving program;
- Draft, edit and coordinate internal and external mailings and communications for fund advisors and other donors including low activity and low balance outreach and annual replenishment letter;
- Coordinate implementation of donor-initiated projects, in conjunction with Senior Director;
- Collaborate with Research, Reporting & Data Associate and IT to develop and implement Salesforce functionality enhancements;
- Serve as a backup to the Philanthropy Operations team for preparation of reports for the Development Committee of the Boston Foundation;
- Maintain prospect, donor and fund records in Salesforce database; ensure timely entry of activities;
- Collaborate with colleagues to implement and uphold data integrity protocols to ensure accurate reporting and inform departmental activities;
- Field inquiries from donors and prospects via telephone, correspondence and email;
- Compile reports and materials for presentations, including Power Point; and
- Train and supervise temporary office staff and/or interns, as needed.
Other Duties and Responsibilities:
- Individuals assigned to this position may perform other duties as assigned.
Preparation, Knowledge, Previous Experience:
- College degree or equivalent experience; and
- At least 5 years of office-based administrative work experience.
Skills, Abilities, Competencies:
- Solid organization skills and impeccable attention to detail and accuracy;
- Excellent written and verbal skills; high level of customer service orientation;
- Strong knowledge of Microsoft Office products especially Word, Excel, Outlook and Power Point; database experience (Salesforce) strongly preferred;
- Excellent data management and reporting skills;
- Excellent writing, proofreading and editing skills;
- Willingness and ability to work outside the regularly scheduled work day as needed;
- Knowledge of non-profit administration a plus;
- Professional and mature interpersonal work style, ability to interact well with a diverse range of people;
- Ability to adjust work activity to various management styles;
- Ability to make decisions regarding organizing own workload and managing multiple tasks;
- Must be independent, proactive and able to work under the pressure of tight deadlines;
- A self-starter who can anticipate the needs of the department;
- Participatory work style; team player and sense of humor; ability to give and receive feedback;
- Willingness and ability to handle confidential information;
- A can-do and will-do attitude, i.e. no task is too high level nor too basic;
- Commitment to contributing to an overall organizational culture of learning and wellbeing;
- An entrepreneurial spirit eager to build and grow; and
- Preference for a deep awareness, understanding, and connection to the Boston community.
Working Conditions & Physical Demands:
- Ability to sit for long periods of time;
- Ability to work on site and remotely, as required;
- Ability to use a computer keyboard for extended periods of time; and
- Ability to lift and carry up to 10 pounds, occasionally.
The content is intended to describe the general nature and level of work being performed by persons assigned to this job. It is not intended to constitute an exhaustive list of all responsibilities and duties required.
External and internal applicants, as well as position incumbents, who are or become disabled as defined under the Americans with Disabilities Act or applicable state law, must be able to perform the essential functions of the job (including those listed above) either with or without reasonable accommodation. Reasonable accommodation, if any, will be determined by management in consultation with the employee on a case-by-case basis.
This job description is intended to be general and may be revised from time to time. At management’s discretion, the employee may be assigned different or additional duties from time to time.