Client Services Advisor

The Client Service Advisor is responsible for delivering top-notch PG Calc software training services, rigorously testing software and actively participating in cross-departmental projects to ensure seamless operations and service to our clients. The ideal candidate is a master of balance between engaging collaboration and focused, disciplined work with a meticulous eye for detail.

Key Responsibilities:

Client Support – 80%

• Managing client support calls relating to PGM Anywhere, GiftWrap, Bequest Manager and GiftCalcs
• Develop and maintain comprehensive knowledge of PG Calc’s products and services.
• Develop and maintain expertise in gift planning, gift administration, compliance and related topics.
• Offer support to software clients on software usage and related topics.
• Respond to client inquiries and requests within authorized limits, or refer them to specialized staff for additional assistance.
• Address client concerns positively, providing alternative solutions to meet or exceed their expectations.
• Deliver timely and accurate responses to clients regarding software and planned giving issues, strengthening the relationship with PG Calc.
• Ensure accurate and prompt recording of client calls in the CRM system.
• Administer client accounts including licensing, provisioning, and maintaining Sugar database.

Software Training – 10%

• Conduct software training and contributing to scheduling, curriculum development and preparation of training manuals.
• Conduct group, online and/or custom training classes on PGM Anywhere and GiftWrap and related topics.
• Conduct online orientations for PGM Anywhere, GiftWrap and Bequest Manager
• Effectively coordinate with the Development team on product design and releases, as reported by Development and evaluated by the Associate Director.

PGMA liaising and other projects – 10%

• Delivering some or all these services, as assigned by the Associate Director
• Fee for Calcs Calculation Service
• Reserves and FASB Report Services
• Participate in testing PG Calc software updates and assisting with release coordination.
• Assume Product Representative responsibilities and serve as liaison between Development and Client Services for one of the software products.
• Participate in cross-departmental committees.
• Complete special projects and miscellaneous assignments as required.
• Demonstrate strong communication and coordination skills with company personnel, including identifying and flagging potential leads for the Sales team.

• PGM Anywhere or Gift Wrap experience
• Understanding of planned gift fundamentals
• Minimum of 3 years' experience in the Planned Giving field
• Proficient in using MS Office applications.
• Proficient in delivering engaging online software demonstrations and other presentations.

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 
• Hybrid Work Commitment: Must be able to reliably commute to the Cambridge, MA office 2 days per week, and meet in-person collaboration requirements as needed. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.    

An Equal Opportunity Employer 

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.