Client Technology Associate, Managed Organizations (Durham, NC or Chicago, IL) job in Durham

Arabella Advisors is seeking a Client Technology Associate to provide general and internal support to our helpdesk operations across our supported nonprofit groups. This role offers a unique client facing opportunity to be part of the Managed Organizations Technology Team (MOTT) with a distinct scope of work and plenty of opportunities to learn and grow. The Managed Organizations Technology Team is collegial & collaborative, and we strive to find the joy in our work and our connection with each other. Unique opportunities include client-facing work, mentorship from seasoned MOTT members, and building a deep knowledge of client facing technology systems.

Specific technical expertise and/or experience is not required; the role needs someone who strategically approaches work, is proactive in identifying and suggesting solutions, and addresses inquiries in a timely fashion.

Essential Responsibilities
• Support Salesforce administration:
o Provide trouble-shooting support for Managed Organizations (MO) clients and account teams
o Run bi-weekly office hours
o Lead staff trainings
o Create reports & dashboards, often by request from leadership
o Identify patterns in requests and where appropriate propose & implement solutions
o Maintain systems documentation and data quality
• Support ongoing enhancements through internal testing Payment Portal support and administration; serve as the first level response to internal and external payment portal inquiries
• Manage and administer monthly Cybersecurity training awareness program
• Be the voice of the customer by diagnosing, analyzing, and troubleshooting advanced technology issues that are assigned through the Zendesk online ticketing system. Escalate and highlight client service priorities to important stakeholders, providing a high-level overview of impact to services and clients
• Contribute to technology knowledge management across MO, which includes building out FAQ/guidance resources for existing and new processes
• Support strong collaboration across the MO Technology team, and with the broader Arabella technology team
• Provide other direct support to fiscally sponsored and incubated projects, including, but not limited to:
o Supporting grants and contract management processes
o Maintaining project data in various technology systems
o Tracking, coding, and preparing incoming donations and outgoing payments
o Gathering documentation and managing data entry for new project staff

To be successful in this role you’ll need:
• Minimum two years of work experience (internships and work experience combined); experience in a systems role is a plus but not required.
• Impeccable interpersonal and client relationship/customer service skills
• Strong written and oral communication skills.
• Ability to anticipate needs of clients and raise them to manager and proactively provide materials needed.
• Ability to lead portions of client meetings, with oversight and support.
• Ability to proactively problem-solve in a fast-paced environment.
• Ability to manage up and prioritize tasks when handling competing demands, project work, and deliverables.
• High level of computer proficiency, including Microsoft Office (Word, Excel, PowerPoint), database programs and web-based communications tools.

Our Core Competencies:
• Ability to provide excellent, including the ability to efficiently and independently address routine service matters, to suggest effective client-centered solutions when elevating challenges or concerns, and to understand how the team can operate to maintain high-quality service.
• The ability to complete complex tasks, to use a work plan to undertake projects, and to understand how those projects impact the client, team, and/or firm’s objectives
• The ability to understand stakeholders’ perspectives and circumstances, and to build and manage strong relationships that reflect that understanding.
• The ability to communicate clearly, concisely, and professionally, including the ability to adapt style, tone, and content to various audiences; to make technical information accessible to broader audiences; and to collaborate with others to produce strong written deliverables
• The ability to work cooperatively and inclusively with others to achieve shared goals, including knowing when and how to compromise, being willing to proactively help colleagues, and sharing knowledge in various mediums
• An enthusiasm for taking on stretch and development opportunities, including the ability to accept feedback and use it to improve performance
• The ability to take ownership and be creative and solutions-oriented when encountering challenges that don’t have obvious answers, including knowing when to elevate challenges along with possible solutions

About Arabella Advisors

Arabella Advisors helps foundations, philanthropists and investors who are serious about impact achieve the greatest good with their resources. We work on issues ranging from the social and economic advancement of women and girls, and conservation of our climate and planet, to reducing poverty and inequity in the United States and around the world. Our staff members are mission-driven and action-oriented, and have a unique combination of experience in philanthropy, business, nonprofits, government, finance, law, and other fields. We combine creative, strategic thinking with knowledge and networks developed through decades of hands-on experience. The fastest-growing philanthropic advisory firm in the nation, Arabella is also a certified B Corporation.

About Arabella’s Managed Organizations Team

Arabella Advisors provides operations and management support to multiple nonprofit organizations, including the New Venture Fund, the Windward Fund, and the Hopewell Fund—all 501(c)(3) public charities—and the Sixteen Thirty Fund, a 501(c)(4). These managed organizations house new and innovative public interest projects and nonprofits, as well as coordinate collaborative initiatives between donors and administer grants programs. This type of structure is commonly referred to as fiscal sponsorship, and candidates are highly encouraged to research fiscal sponsorship prior to a first interview. The managed organizations provide support to a diverse range of projects, including many focused on conservation, global health and civic engagement.

Our Commitment to Diversity, Equity, and Inclusion (DEI)

Advancing DEI within our firm and in our work with partners is critical to our mission. To be effective partners to philanthropists, nonprofits, and communities impacted by philanthropic dollars, we need to have a highly diverse staff, a workplace where individuals are encouraged to retain their uniqueness and can feel a sense of belonging, and a nuanced understanding of the racial, ethnic, gender identity, sexual orientation, disability status, and other disparities that undergird the issues we engage in and the interactions we have with one another. For us, equity means that our staff members, our clients, and the people they serve can experience the same level of success, no matter their starting place. We expect all our employees to share this commitment, and always seek ways to improve how well we live these values. Click here to learn more about DEI at Arabella and read our official DEI statement.

Working with US

While this position must be based in either Durham or Chicago, due to COVID-19, Arabella Advisors remains a remote-first organization for the foreseeable future and until further notice. At this time there are zero requirements for in-office presence. To encourage work/life balance, we also offer flexible work options.

Our salaries are closer to the range of a nonprofit and our benefits are excellent. You’ll start with three weeks of vacation, 80 hours of personal time, and 20 hours of paid time to volunteer at an organization of your choice. In addition to seven federal holidays, you get to pick four more from a list of inclusive religious holidays and your birthday. We have a competitive health package that includes medical, vision, dental, and prescription insurance, and a 401(k) plan that is fully vested from day one. We also provide funds for professional development, a fitness benefit, and cover part of your personal cell phone plan.

We are committed to having a passion-driven, inclusive, transparent, collaborative, healthy, and fun culture. We invite you to visit our careers page to learn more.

How to Apply

Submit a resume and a one-page cover letter online. The cover letter should address why you’re excited to work at Arabella and why you’re qualified for this specific job.

Arabella Advisors is an Equal Opportunity Employer committed to racial equity. If we can make the application process easier through accommodation in the recruitment process, please let us know.

We encourage you to read (or listen to) our DEI statement prior to applying. We make a particular effort to recruit people of color and members of marginalized groups to apply for open positions. Once you have applied, we welcome your feedback on how you have experienced our values around DEI in the recruitment process.

While Arabella is open to individuals from various locations applying to join our team, please note that we generally are unable to pay for relocation expenses.

We will review applications as they are received and look forward to hearing from you.