Client Services Manager Save

Overview

Do you have the vision to help nonprofit websites make a big impact? Us Creative Works is looking for a motivated Client Services Manager with top-notch communication and technological skills to help our nonprofit clients improve and grow their websites. You must be passionate about helping mission-based organizations reach their digital goals. As a small agency, this is a pivotal role in need of a curious self-starter that enjoys forging their own path. 

You'll regularly assess processes, explore new approaches, and take the lead in implementing change. At Us Creative Works, we each play an active role in shaping how we work and the services we provide. This role offers opportunity for someone who wants to take ownership of developing new service offerings, refining existing ones, and helping expand the value we deliver to clients.

Minimum Experience

You must have worked at either an agency, nonprofit, or digital content publisher. Website editing experience is required (preferably Drupal and WordPress). Experience with UX, analytics, SEO or marketing is a plus.

About the Job

MAINTENANCE SUPPORT

• Be the first point of contact for our 50+ clients’ website troubleshooting, support, and continuous improvement needs.
• Manage an ongoing queue of client requests and projects. Determine and schedule ticket priority based on urgency, needs and relationships.
• Keep everyone in the know. Communicate work and progress clearly to both co-workers and clients.   
• Bring a critical eye. Help translate client requests and offer up ideas and alternatives for making requests even more successful.
• Understand when tasks are urgent. Work with the whole team—especially our Project Manager—to expedite them and reprioritize work accordingly.
• Create systems and repeatable processes for happy clients and smooth internal operations.
• Maintain a calm, confident demeanor when in stressful or high-pressure situations.
• Ensure QA is completed on all work. Check for a high standard of quality before sending anything to clients. 

ACCOUNT MANAGEMENT

• Get to know all of our support clients. Understand their organizational needs and convey them to team members.
• Monitor all the sites we maintain—from analytics to content to design—to find new opportunities for improvement. 
• Manage and complete monthly site health reports. Run site health crawls, format data, fix issues and/or coordinate with developers about fixes, determine if fixes fit within the scope of the contract and schedule, interpret reports for clients in an email summary.
• Schedule, coordinate and participate in quarterly UX/ SEO reviews for clients who opted into this service. This includes managing all follow up estimates and tasks.
• Carefully monitor budget and timeline estimates to ensure tasks are done on-budget and on-time. Keep clients and management apprised of hours and progress. 
• Review timesheets to ensure accurate billing. Work with Operations Manager on monthly invoicing. 

BUILD TO MAINTENANCE TRANSITION

• Lead the transition of new websites from build to maintenance mode and onboard new clients that join us for support-only services.
• Train clients, so they understand how to use and edit their sites. Explain complex technical concepts to clients using clear, non-technical language.

Requirements

We would like you to have…

• Experience editing websites (preferably Drupal and WordPress).
• Strong customer service and written communication skills.
• Experience managing websites, web content and/or web redesigns.
• An understanding of what makes a “good” website—a working knowledge of UX, design, accessibility and development best practices. 
• Familiarity with nonprofit structures and their needs.
• Have worked with and/or scheduled developers and/or other web professionals (designers, UX specialists, content creators, etc…).
• Ability to manage and create systems for tracking large amounts of requests with varying timelines.

You will fit the role well if you…

• Can work well managing multiple projects with ever changing priorities.
• Possess strong problem-solving abilities and initiative.
• Have a passion for both the web and progressive causes.
• Bring energy, humor, and positivity to the team.
• Have top-notch interpersonal and communication skills.
• Bonus: Development or UX experience.
• Bonus: Sales or account management experience.

Compensation & Benefits

This position offers a competitive salary range of $75k- $85k commensurate with experience and a benefit package that includes health & dental insurance, dependent care FSA, 401K options and generous PTO. In addition we have:

• Quarterly learning days (we set aside client work and focus on learning something new!).
• We respect the 40 hour work week (we like to be with our families & friends).
• Annual professional development stipend.
• Friday afternoons off during the summer, and take a winter break the last week of the year.
• Parental and bereavement leave.

Job Location & Hours

• We are a 100% remote office. Working hours are 9-5 CST, Monday through Friday. 

• We love to get together when we can but do not have any in-office requirements. 

We will not respond to inquiries from agencies, recruiters or overseas applicants.

Tell us about yourself!

If all of this sounds like you, we want to hear from you!
Submit your resume and cover letter to [email protected]

Feel free to reach out to that same address with questions. 

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About Us!

Us Creative Works is a women-led digital agency with a small team of nonprofit website experts who specialize in Drupal & WordPress. We design, build & support websites for progressive, mission-oriented organizations.

Our Culture

We are a passionate group of creatives—a fun-loving bunch with a relaxed, casual office environment. Because we’re small, we value generalists who are willing to roll up their sleeves, learn new skills, and get things done. We work hard, because we care deeply about helping our nonprofit partners do the most good possible good with the resources they have. 

Our Values

We strive to make things and work with people who embrace and further our core values. 

• Empathy 

• Creativity for Good

• Diversity

• Trust 

• Transparency

We deeply believe that a variety of backgrounds, experiences, and voices make for a better and smarter workplace. We strongly encourage people of color, indigenous people, individuals who identify within and beyond the LGBTQ+ spectrum, women, and people with disabilities to apply.

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This job description is intended to describe the general nature and level of work performed by those assigned to this classification. This job description in no way states or implies that these are the only duties to be performed by those occupying this position. The job description and job functions described herein are subject to possible modification by Us Creative in accordance with applicable federal, state and local laws.