Business Development & Client Relations Manager

General Summary:

The Edward J. Collins, Jr. Center for Public Management in the McCormack Graduate School of Policy and Global Studies at the University of Massachusetts Boston is dedicated to improving efficiency, effectiveness, governance, and accountability at all levels of government, with a particular focus on local and state government. Since its establishment at UMass Boston by the Commonwealth in 2008, the Center has provided a comprehensive set of services to scores of the Commonwealth's cities, towns, school districts, and state agencies, as well as to a growing number of municipalities in other states. The Center's work is guided by Massachusetts General Laws, Chapter 75, Section 45, which provides the Center's formal mission.

This position is a key member of the Collins Center senior administrative leadership team and is responsible for managing Collins Center business development planning, overseeing all business development work, and serving as the Center's client relationships representative. This role combines strategic business development with hands-on functional, project, and relationship management. The position works collaboratively with Center leadership and practice area leaders to drive continual systemic improvements in client relationships management and business development, and to grow the Center's client base, while maintaining the highest level of service, project quality, client satisfaction, and client retention.

Examples of Duties:

Business Development Management and Oversight:

• Serves as primary point of contact on business development activities, including marketing and potential client outreach.
• Provides functional oversight of all business development and client relationship work across the organization. May supervise the work of a graduate assistant or other student.
• Responds to all inquiries and determines and assigns appropriate staff to involve in proposal development process; coordinates with other staff throughout process as needed.
• Develops tailored proposals, project scopes, and budgets aligned with client objectives and Center capabilities, in collaboration with appropriate Center staff and oversight of final business development deliverables.
• Presents proposals and service offerings to clients, articulating value, approach, and deliverables clearly and persuasively.
• Negotiates terms, pricing, and contracts to find agreeable terms for Center and client.
• Ensures that project staff communication with clients meets expectations for timeliness, thoroughness, and responsiveness throughout the business development process.
• Contributes to the creation of the Center's business development and marketing materials and resources.
• Collaborates with other Center staff to design and implement business development strategies; for example, coordinating use of client testimonials, client satisfaction analytics, etc.
• Identifies and cultivates new client relationships through networking, referrals, presentations and targeted outreach.
• May represent the Collins Center at events for the purpose of business development.

Business Development and Client Relationship Systems:

• Drives and recommends innovation and systemic change in Center practices to improve the client experience; training full and part time staff on standards and systems.
• Serves as super-user of portfolio/project/customer management software system(s).
• Develops and manages process, procedures, and standardized templates for client communications from inquiry to signed contract ensuring timeliness, thoroughness, and responsiveness standards are met.
• Analyzes feedback survey data and other relevant data and generates reports with data-driven insights and recommendations to leadership for the purpose of improved customer relations.
• Partners with Center leadership and practice leaders to develop client growth strategies and enhance service offerings.
• Provides or arranges customer service-related professional development to Center staff, as determined necessary in consultation with Center leadership.

Client Relationships Management:

• Represents the Collins Center with clients.
• Serves as an ombudsperson for clients addressing any issues or concerns that go beyond the project manager.
• Serves as resource for project staff to address their concerns and obstacles with clients.
• Monitors project progress and ensures deliverables meet both Center's standards and client goals.
• Identifies opportunities to grow existing client accounts by identifying client needs and offering strategic solutions, in partnership with other Center staff as needed.
• Manages the formal client feedback survey process, and develops strategies for obtaining customer testimonials and informal feedback.
• Proactively checks in with recent clients about follow-up projects or additional work.
• Handles requests from past clients regarding prior projects or work products.

Project Work and Other Duties:

• Serves as project team leader and/or member on a variety of projects as determined by Supervisor.
• Other related duties as required.

Qualifications:

• Bachelor's degree, or equivalent professional experience in high stakes customer service, plus 7-10 years of consulting or professional high stakes customer service or customer relations experience with extensive direct client-facing responsibility, or any equivalent combination of education, training, or experience.
• Supervisory skills for project and initiatives, directing the outcome of initiatives, and overseeing business development and client relationship work.
• Ability to develop proposals, scopes of work, and to negotiate client contracts.
• Demonstrated success in managing multiple projects and maintaining long-term client relationships.
• Ability to quickly synthesize client needs or concerns and respond expeditiously.
• Superior presentation, communication, and interpersonal skills with executive-level clients.
• Familiarity with New England public sector operations and administration.
• Technical proficiency with standard software packages (e.g., Microsoft Suite, OneDrive, Qualtrics) or demonstrated ability to gain proficiency.
• Excellent analytical and organizational skills with attention to detail and accountability.

Knowledge, Skills, and Abilities

• Strategic thinker who can translate client goals into practical solutions.
• Proactive team member who displays a habit of taking initiative.
• Persuasive communicator with a strong client service orientation.
• Confident negotiator with sound business judgment.
• Collaborative leader who demonstrates strong project and people supervisory skills, interpersonal skills and the ability to work well with a diverse variety of people.

Additional Information:

Position requires occasional travel within the state as well as some evening and weekend work.

Application Instructions:

Please apply online with your resume, cover letter and list of three professional references.

Review of candidates will begin following the application closing date.

Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

Salary Ranges for the appropriate Pay Grade can be found at the following link:

Grade: 34

Salary Ranges

This is an exempt union position.