Senior Client Manager, Community Impact

Southeast Michigan
Client Success – Client Management /
Full-Time (Remote, Based in Southeast Michigan) /
Remote
With a vision to build a data-driven ecosystem that drives resources to impact, UpMetrics empowers organizations with the knowledge and the tools to accelerate the impact of their mission. Through platform and team, the mission-driven company empowers organizations to collect, analyze, and learn from data to gain insights, drive impact, and inspire change. UpMetrics combines a cutting-edge impact analytics and reporting platform with top-tier professional services to help partners define their narrative and create positive change.

Location: Remote, Southeast Michigan-based
Department: Client Success
Reports to: Director of Client Success

The Senior Client Manager, Community Impact role combines strategic relationship management, project management, and client advocacy to ensure that our clients realize the full value of the UpMetrics platform. Success in this position requires both a passion for building customer relationships and a solid understanding of the impact sector. This is a great opportunity for someone who wants to play a critical role in transforming the philanthropic sector’s approach to impact evaluation by acting as a trusted advisor for a portfolio of our most dynamic and complex clients.

This position is full-time and remote-based in Southeast Michigan. There will be occasional travel to partner and stakeholder locations in the region, as well as internal company meetings. Applicants that are not in Southeast Michigan will not be considered.

Responsibilities

    • Relationship & Revenue Management
    • Build genuine relationships with client teams, including decision-makers, influencers, main points of contact, and nonprofit partners
    • Use your understanding of the social sector and your clients’ needs to become a trusted advisor; know your client’s impact goals, data collection approaches, and metrics needed for success, etc.
    • Serve as a trusted advisor to foundation and nonprofit partners, providing guidance on data best practices, KPI measurement, and how to tell an organization's impact story
    • Manage revenue (including renewal, expansions, and referrals) across clients in your portfolio
    • Effectively use available tools (Salesforce, DocuSign, etc.) in order to provide visibility into renewal status and execute on new contracts

    • Strategic Project Management
    • Build a deep understanding of UpMetrics’ product and how it is best deployed across verticals, especially with foundations and their nonprofit partners, so you can drive the client experience toward success
    • Lead a successful client onboarding process aligned to specific client packages and needs
    • Design and run sessions to help clients define their goals and data collection strategies, from small groups to larger convenings with multiple organizations
    • Balance big-picture and detail-oriented thinking to ensure that clients are on the path that will best help them reach their goals and that blockers along this path are promptly addressed
    • Collaborate with other team members to ensure that the UpMetrics platform is successfully implemented and strategically embedded in key decision-making processes for clients
    • Manage multiple competing priorities to provide quality, sustainable levels of support to all clients in your portfolio, using technology and tools to stay organized
    • Contribute to in-person gatherings of key impact stakeholders in Southeastern Michigan

    • Client Advocacy
    • Serve as the “voice of the customer” internally to help drive the product roadmap
    • Understand how new features and product innovations will impact the user experience and communicate with clients to boost engagement
    • Continue to build your own knowledge and expertise in the social sector by learning more about your clients’ work and the challenges they are trying to solve
    • Build community among clients and facilitate introductions in the sector as appropriate
    • Effectively use tools such as Salesforce, Slack, and Asana to support internal communication and collaboration

About You

    • Previous experience in client-facing roles (strategic partnerships, consulting, professional services, customer success management, or account management) 
    • Demonstrated ability to build strong relationships with diverse stakeholders at all levels
    • Excellent project management and communication skills
    • Quick learner, able to fully grasp high-level concepts as well as technological details
    • Adaptable, comfortable with ambiguity and execution-oriented
    • Readiness to help test and improve team processes
    • Highly self-motivated and able to own multiple projects (internally and externally) in a fast-paced environment while working remotely
    • Experience with CRM and project management tools (Salesforce, Asana, etc.)
    • Bachelor's degree or higher in a related field
    • Preferred: Some experience in the impact sector (Foundations/Impact Investors, CSR, or Nonprofits)

Our company values influence everything we do, from our work inside the office to how we choose our partners:

    • Team First — ​​Collaboration is key. We support each other and respect each other’s strengths, varying backgrounds, and views. We value everyone’s input.
    • Client-Focused — ​Our work is personal. Many of us have direct experience working in the field and are deeply passionate about what we do. We take a partner approach with all our clients.
    • Show Integrity — We are open, honest, ethical, and fair. We expect integrity from the team internally and from the people we choose to partner with.​​
    • Reflect and Improve — We are a data company always looking to get better. We test often, iterate, and look closely at metrics to build capacity and inform decisions.
    • Let's Go! — To create positive change, we never settle. In uncharted territory, we embrace challenges as opportunities, take ownership, and strive for excellence.

Compensation & Benefits

    • $105,000–$130,000 annual salary based on experience plus variable compensation
    • Equity incentive plan
    • 70% employer-paid health insurance for employees and family 
    • Dental and vision insurance
    • Fully paid Life and Accidental Death & Dismemberment insurance 
    • Fully paid Short- and Long-term Disability insurance
    • Unlimited time off policy, plus paid holidays and monthly Wellness Fridays
    • Parental leave policy
    • FSA plan, lifestyle spending account (LSA) for eligible professional development, mental health, and wellness expenses, and Employee Assistance Program via The Hartford
    • 401K plan
    • Remote work equipment
    • ​Annual company retreat and quarterly virtual company events
    • Outstanding team and meaningful work
$105,000 - $130,000 a year
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women/other underrepresented individuals only apply when they meet 100% of them. We believe that people of color, people from working-class backgrounds, women, and LGBTQ+ people must be centered in the work we do. Hence, we strongly encourage applications from people with these identities, or who are members of other marginalized communities. If you think you have what it takes, possess transferable skills, and are quick to learn, but don’t necessarily satisfy every requirement or meet every qualification, we would love to hear from you!

UpMetrics is committed to the full inclusion of all qualified individuals. As part of this commitment, UpMetrics will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the People Operations team at peopleops@upmetrics.com