Echo&Co is a unique experience strategy, design, and technology company, dedicated to doing good in the world. We help nonprofits and purpose-driven companies launch interactive experiences and develop the human-centered design expertise, lean product development practices, and digital infrastructures needed to succeed in today’s digital world. Our clients include: ASPCA, Greenpeace, Museum of Fine Arts Boston, Operation Smile, Newseum, Endocrine Society, BrightFocus Foundation, University of Chicago, Brennan Center for Justice, Climate Reality Project, and others.

The Client Services Director is a passionate engagement strategist and project manager who loves helping social sector organizations — nonprofits, foundations, museums, universities, social ventures — develop technologies that strengthen their relationships with constituents, increase their own digital literacy and sophistication, and attract new activists, donors, and supporters.

The Client Services Director is a key leadership role at Echo&Co, leading our project management team and shaping the process and methodologies required to lead and deliver successful, high-quality projects. This position reports to the CEO and is located in Boston, Washington, D.C., or New York. Remote work options may be available, with some travel required.

What you’ll need in this role:

  • A desire to be a part of a team and culture centered on inclusion, collaboration, shared values, continous learning, compassion, candor, and humor.

  • A desire to build a leadership career at Echo&Co and be part of shaping the direction and growth of the company alongside your executive team and leadership peers.

  • A vision for how you’ll lead our clients, partners, and teams through complexity and uncertainty to meaningful action, success, and continued partnership.

  • The ability to gather many unfocused insights and inputs and shape them into the right creative and technical problems to solve and effective pathways to solving them.

  • A communication and consulting style that is savvy, engaging, thorough, well-organized, action-oriented, focused on building relationships, and highly responsive.

  • Initiating projects with energy, enthusiasm, and momentum in order to build excitement among clients and teams and trust in our partnership, process, and work.

  • Having a compassionate and relationships-driven approach to managing projects and teams that inspires team members to innovate and motivates them to succeed.

  • Confidence in designing and facilitating engaging, productive meetings and workshops for large and small groups.

  • An approach to identifying and managing conflict, negotiation, risk, and change that leaves everyone involved feeling valued, respected, confident, and calm.

  • Being an expert at business development — leading intake conversations and reviewing RFPs, identifying and qualifying potential opportunities, cultivating potential new clients and assessing their needs, defining project approaches and requirements, developing scope and timeline estimates, preparing estimates, proposals, and contracts, closing contracts, developing project plans, and initiating projects.

  • A confidence in your own ability to stand out as an exceptional leader and shape the direction of our company and work, including through thought leadership and professional networking.

  • The ability to quickly understand and empathize with a client’s organizational culture, politics, operations, and stakeholders and help them cross functional silos to develop a shared definition of success.

  • A passion for innovation and guiding clients through transformation by being an advisor, thought partner, coach and/or mentor, capacity-builder, confidant, teacher, and friend.

  • The ability to lead with authority and achieve results, always remaining a positive, reassuring, and motivating force for strategy, creative, and technical teams through all phases of work.

  • A passion for leading, mentoring, teaching, and coaching your team and clients in all of the above and establishing the practices, processes, documentation, and training to help them succeed.

  • Enthusiasm for small business life and teamwork, with a desire to work in a fast-paced environment focusing equally on big picture strategy and day-to-day implementation.

  • A background working with nonprofit organizations, grassroots campaigns, higher education institutions, and/or cultural institutions and an understanding of their internal operations.

  • Experience with developing and managing budgets, budget projections, and project balance sheets.

  • A desire to apply best practices from the project management, resource management, business analysis, and solutions architecture fields to the context of social, cultural, and environmental good.

  • Willingness and ability to travel occasionally, most commonly to Boston, New York, and Washington, D.C.

What you’ll do in this role:

  • Lead the client services and project management practice at Echo&Co, translating the company’s vision and strategy into effective account and project management practices.

  • Oversee the performance and growth of the project management division and team.

  • Manage a portfolio of clients who feel well served, highly satisfied, and who grow their business with our company.

  • Manage, train, and coach a team of project managers on leading effective engagements with best-in-class project, change, and risk management.

  • Lead engagement and project design from initial discovery through requirements definition and project planning, transforming client ideas into strategically designed and structured engagements.

  • Ensure our deliverables align with client needs, are delivered on-time, and are of the highest quality.

  • Lead continuous improvement of the client services team and annual reviews to create career development plans and recommend adjustments to role and compensation.

  • Partner closely with the resource manager to increase company utilization and profitability across projects and teams.

  • Lead Echo&Co clients, partners, and teams in the successful completion of large, strategic, and often multi-year website and application design and development projects that vary in complexity and budget.

  • Provide internal and client teams regular status updates, including impact reports and assessments on the project timeline (such as changes to the work schedule or unexpected delays). Mitigate risk by identifying opportunities to ensure projects come in on-time and on-budget. Manage changes to scope and timeline by preparing change orders, escalating delays in process or other impediments to project success. Lead the project management team in this work.

  • Gather and prioritize product and client business, creative, and technical requirements. Manage the seamless translation of goals and requirements across strategy/UX, creative, and technical disciplines, managing team alignment and progress toward shared requirements and goals.

  • Manage the full web product development lifecycle, from strategy and requirements definition through content strategy, information architecture, user experience design, solution architecture, technical development, quality assurance, user acceptance testing, and continuous improvement.

  • Develop and manage project budgets with appropriate transparency in the client and project pacing for the project team, including negotiating contracts with third party vendors and contractors.

  • Ensure that all projects maintain strategic focus and rigorous controls through all phases, with a focus on clearly establishing and documenting project requirements, ensuring deliverable quality and compliance, tracking and monitoring project performance and profitability, effectively managing change.

  • Channel the great work and positive goodwill established during projects into renewed engagements with existing clients.

  • Be a thought leader in the field of program, project, and product strategy and management as it applies to nonprofit, philanthropy, government, and social ventures.

Technical knowledge you’ll need:

  • PHP-based open source CMS platforms (Drupal, Wordpress) and an understanding of their integration with common nonprofit and e-commerce web technologies, such as: Salesforce, Blackbaud, Luminate, Tessitura/TNEW, EveryAction, ActionKit, third-party web marketing tools, social media platforms, etc.

  • Google Analytics and search applications such as Solr, Elasticsearch, and Swiftype.

  • Personalization applications such as Drupal personalization and Acquia Lift.

  • Dropbox, Basecamp, JIRA, Zapier, Smartsheet, 10000ft (or equivalent resourcing tool), Google Docs, Powerpoint, Quickbooks and other common project management and resourcing tools.

Professional experience you’ll need:

  • MBA, Master’s in Project Management, Program Management, Change Management, Organizational Design, or equivalent and/or Project Management Certification (or equivalent) required.

  • Ten (10) years of successful experience in project management and/or program leadership in a website and application development consultancy.

  • Three (3) years of successful experience applying design thinking methodologies to engagement and project strategy and design.

  • Three (3) years of successful experience managing a project management and/or client services team (or equivalent personnel management experience).

  • Three (3) years of successful experience working with nonprofit organizations, associations, political and/or grassroots campaigns, higher education institutions, cultural institutions, and/or government agencies.

Echo&Co is an Equal Opportunity Employer committed to diversity and inclusion.
All qualified applicants are encouraged to apply.