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Director of Client Services

Vanguard Charitable
Pennsylvania, United States
Salary Commensurate with experience
Closing date
Dec 28, 2021

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Position Type
Executive, Fundraising, Corporate and Foundation Relations, Donor Relations, Major Gifts, Planned Giving, Prospect Research, Other Fundraising, Programs, Grant Administration, Grant Making, Program Administration and Management
Community Foundations, Philanthropic Advisors, Social Services
Employment Type
Full Time
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PositionDirector of Client Services

Reports toChief Philanthropic Officer

CompensationThis is a full-time, exempt, grade 9 position

Date November 2021


Responsible for the vision and strategic plan for the organization’s donor service teams, including the highly valued Premier account segment (representing our Ultra High Net Worth donor accounts).  Leads a team of relationship managers and client services representatives responsible for delivering on a strategic plan to drive growth and sustainability across all donor accounts. 


  1. Builds and manages the client services teams and ensures the efficiency and effectiveness of the team(s) by recruiting, developing, coaching and retaining highly-engaged diverse teams.  Sets measurable goals, holds team(s) accountable to high quality performance metrics, and continuously examines ways to improve the client experience and overall performance of the team while meeting the changing needs of a growing and evolving business.  
  2. Ensures the client services teams drive consultative relationships to gain insights into client behavior for the purpose of enhancing client engagement, loyalty, and growth. Assists teams with their client base by providing coaching and behavior modeling and resolving complex client issues.
  3. Develops the strategic vision for client services to deliver a scalable service model for all client services teams to maximize efficiency and provide outstanding client service to all donors.  
  4. Plays an active role as a member of the Department Leadership Team in developing and driving VC’s strategic plan, requiring a comprehensive and deep understanding of the policies and financial considerations of the business.
  5. Synthesizes complex information for the purpose of making impactful decisions, balancing both client and enterprise needs.
  6. Stays current and serves as an ambassador in the competitive marketplace which may be accomplished by meeting with clients or other stakeholders, presenting at local or national conferences and staying up to date on legislative policies changes. 
  7. Leverages expertise and insights from Premier Segment to collaborate with business development on prospect activities for the ultra-high net worth segment, as needed.
  8. Ensures VC’s differentiated offering (contributions, grantmaking, and investments) is appropriately delivered across all donor account segments.  
  9. Forges relationships with the key stakeholders and appropriate decision makers in other departments and at Vanguard while exhibiting strong judgement and creativity in meeting client needs.  Regarded as a mentor and role model to individuals across the business.  
  10. Takes an analytical approach to establish metrics around risk, growth and trends in the business. Regularly reports out to Leadership Team and VC’s Board of Trustees on trends and topics impacting the Vanguard Charitable donors including the Premier Segment of donors.
  11. Leads and participates in special business-wide projects as requested


  • Undergraduate degree or equivalent combination of training and experience. MBA and Chartered Advisor in Philanthropy (CAP) certification preferred.
  • Minimum of ten years of demonstrated client centric work and advocacy. Minimum five years of proven people leadership experience.
  • Strong investment and financial markets knowledge. 
  • Demonstrated relationship management and sales experience; ability to drive strong partnerships and relationships both internally and externally.
  • Excellent listening and communication skills.
  • Collaborative leadership style; strong influencer and negotiator.
  • Demonstrates innovative, flexible and independent thinking.  
  • Some U.S. travel required.
  • Experience with Salesforce or other sales management system preferred.

Vanguard Charitable is not offering employment-based sponsorship for this position. Additionally, employment is contingent on a successful drug-screening result.

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