Associate Director, Client Services

Description

At PG Calc, we help nonprofits and enterprise clients achieve long-term success through innovative planned giving solutions—and we're looking for a bold, forward-thinking leader to help us expand that impact. As Associate Director of Client Services, you will play a critical role in shaping the client experience, developing talent, and contributing to the evolution of our products and services. 

This is more than a management role—it's a strategic leadership opportunity for someone who thrives in dynamic environments, takes initiative, and sees complexity as a challenge to conquer. You’ll lead a team of dedicated professionals, partner cross-functionally across departments, and work directly with clients ranging from small nonprofits to major institutions. You’ll have the autonomy to drive improvements, the trust to make decisions, and the platform to influence change at both the team and company level. 

If you're driven by outcomes, fueled by curiosity, and ready to lead with clarity and purpose—we want to meet you. 

Key Responsibilities: 

Client Experience & Relationship Building (60%) 

• Serve as a subject matter expert and trusted advisor to our nonprofit clients. 
• Deliver strategic, solution-oriented support for PG Calc’s suite of products, including PGM Anywhere, GiftWrap, Bequest Manager, and GiftCalcs. 
• Resolve complex client issues with confidence and professionalism. 
• Build long-term, high-value relationships with clients ranging from small nonprofits to large enterprises. 
• Collaborate cross-functionally with Development and Sales to represent the voice of the client. 

Strategic Team Leadership (30%) 

• Hire, mentor, and manage a talented client services team to deliver exceptional results. 
• Establish and maintain high-performance standards for service delivery. 
• Champion continuous learning and professional development in the area of planned giving. 
• Collaborate with senior leadership to optimize workflows and drive departmental efficiency. 

Training, Services, and Product Insight Leadership (10%) 

• Lead the design and delivery of impactful training sessions, orientations, and product education. 
• Oversee the development and execution of an annual training schedule and related materials. 
• Supervise delivery of key services such as calculation and reporting solutions, ensuring operational excellence. 
• Act as product liaison, advocating for client needs in software development and enhancements. 
• Stay current on planned giving trends and PG Calc publications to inform training and service innovation. 

Requirements

• Bachelor’s degree with 5+ years of relevant experience, or 8+ years of equivalent work experience. 
• Deep understanding of planned giving vehicles and related fundraising strategies. 
• A confident, decisive problem-solver who thrives in fast-paced, evolving environments. 
• Strategic and analytical thinker with a long-term mindset and a focus on results. 
• Passionate about making an impact through exceptional client service and high-performing teams. 
• Self-motivated and energized by autonomy, challenge, and continuous improvement. 
• An effective communicator with the ability to influence, lead, and inspire others. 
• Proven track record of delivering excellent customer service in a professional setting. 
• Demonstrated success in managing or scaling teams, systems, or operational processes. 
• Experience with PG Calc software is a strong plus—or the ability to learn quickly and independently. 
• Comfortable with Microsoft Office; experience with CRMs such as SalesForce is a bonus. 

Job Requirements for Hybrid Work Environment: 

• 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 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.