Overview of Synergy

Synergy is an agency that serves nonprofit organizations. We have developed novel donor engagement solutions that are designed to help nonprofits truly connect with their donors. Through our solutions such as texting, Broadcast Voice Messaging, Donor Conference Calls and Tele-Fundraising, we bond donors more closely to our nonprofit clients and lead them to higher levels of commitment and support.

Synergy’s Mid-Level Engagement solution involves communicating with donors through very personalized touchpoints that integrate with and enhance the nonprofit’s core communication plan. At the pinnacle of the Mid-Level solution, we recruit, hire, and train Relationship Managers who are assigned a portfolio of 600 Mid-Level donors. The Relationship Managers execute a customized communication plan with the donors in their portfolio with the objectives of 1) Building real, personal relationships, helping the donors define and optimize their personal philanthropic mission and 2) Showing donors how they are making a positive, tangible difference through their support of the nonprofit.

Position Overview

The Director of Client Success (DCS) is a Senior Client Services and Strategy Leader in Synergy’s Mid-Level business unit. The DCS will build and maintain strong relationships with the senior leadership of Synergy’s largest nonprofit clients and agency partners by providing excellent and proactive account management as well as offering robust strategic direction.

The DCS also is responsible for leading, managing, and developing one or more Account Teams consisting of an Account Manager and an Account Representative.

Summary of Responsibilities

Client Leadership

• Develop strong relationships with senior client leaders and key decision makers within the industry.
• Serve as a strategic thought leader for clients.
• Lead regular client meetings, — including QBRs, All Partner Meetings, Annual Planning Sessions, etc. (onsite or remote).
• Delivers compelling, insight-backed presentations that make a strong case for investing in Synergy Solutions.
• Maintain accountability for program performance and client satisfaction.

Program Leadership & Planning

• Develop, present, and execute strategic plans for Mid-Level.
• Continually test and improve upon Synergy’s best practices.
• Propose to clients, strategies that will optimize their Key Performance Metrics (KPM)s within their fundraising and donor development programs.
• Establish budgets and revenue forecasts and ensure programs are managed to meet or exceed forecast results within budgets.
• Identifying opportunities to promote other Synergy Business Unit solutions to the benefit of the client.
• Partner with internal teams and technology partners to pilot innovations on behalf of clients.

Building best practices

Synergy practices continual improvement of all its business solutions. The DCS will work with the senior leadership team to identify opportunities to improve and strengthen the Mid-Level solution.

Team Leadership & Mentorship

• Ensure flawless execution of strategic plans through oversight of Account Managers and cross-functional teams. (Future state)
• Develop Account Managers and Account Representatives in all aspects of Account Management. (Future state)
• Conduct Performance Evaluations. (Future state)
• Provide clear development guidance to help team members advance in their skills and competencies. (Future state)

Marketing & Lead Generation

• Represent Synergy at client events, conferences, and industry forums.
• Support the VP-Mid-Level in the business development process
• Lead presentations of Synergy services and/or case studies at industry conferences.
• Generate leads by networking existing industry relationships.

Performance Objectives

The Director’s performance will be measured by:

• Meeting or exceeding client growth and performance goals.
• Achieving annual performance targets for assigned accounts.
• Developing and delivering innovative, data-driven strategies that expand channel mix and optimize donor engagement.
• Generate new business opportunities within and adjacent to assigned strategic accounts.
• Drive expansion within existing accounts by promoting sound strategies to achieve client’s objectives.
• Developing high functioning Account Managers/Representatives (Future State)

Qualifications

Required

• Bachelor’s degree in marketing, communications, business, or related field.
• 8+ years experience in Major Donor/Mid-Level Donor Development, with at least 3 years in a Management role.
• Proven track record of producing quantifiable success.
• Exceptional presentation, communication, and relationship management skills.
• Experience in developing and mentoring Client Service teams.
• Ability to travel for client meetings, planning sessions, and industry events.
• Must have an entrepreneurial spirit

Preferred

• Senior level experience managing Major Gift/Mid-Level donor development programs
• Planned Giving Experience
• Deep understanding and experience with Donor Advised Funds

Why Join Us

At Synergy, we partner with mission-driven nonprofits to deliver innovative fundraising strategies that inspire donors and generate results. As a director of client success, you will set the standard for strategic leadership in the Mid-Level business unit while shaping the success and growth of both your clients and our team.