Engagement Manager

Role Purpose

Lead and manage a portfolio of nonprofit clients in adopting, optimizing, and sustaining Point Continuum’s operational and engagement services.

This role moves beyond execution to strategic leadership, client advisory, and performance accountability. Engagement Managers ensure high-quality service delivery while proactively identifying opportunities to strengthen continuity, operational effectiveness, and member, volunteer, and donor engagement outcomes.

Engagement Managers also contribute to responsible growth by supporting client acquisition and expansion efforts where appropriate.

Key Responsibilities

Client Onboarding and Strategic Integration

• Oversee onboarding procedures for new clients, ensuring successful implementation of systems, workflows, and reporting structures. This includes holding overall quality assurance over the client onboarding and integration process.

• Translate client goals into operational plans, timelines, and measurable benchmarks.

• Facilitate onboarding meetings, discovery conversations, and transition planning with client leadership and board members.

• Ensure proper configuration of systems, data structures, communication tools, and reporting dashboards in alignment with client strategy.

• Guide clients in adopting best practices and improving internal processes for sustainability and continuity.

Account Leadership, Service Delivery, and Portfolio Management

• Serve as the primary strategic point of contact for the assigned client portfolio.

• Lead operational check-ins, planning meetings, board and committee meetings, and strategic reviews.

• Oversee execution of deliverables across internal team members, ensuring quality, timeliness, and alignment with scope.

• Proactively identify risks, gaps, and opportunities within client engagements.

• Escalate or resolve complex client challenges with sound judgment and professionalism.

• Support and guide Engagement Associates in execution and client coordination.

• Contribute to client retention, contract renewals, and scope expansion where appropriate.

Client Offboarding and Transition Management

• Lead and manage structured client offboarding processes when engagements conclude.

• Ensure orderly transition of systems, documentation, data, credentials, and operational knowledge in accordance with contractual agreements.

• Prepare transition summaries and continuity documentation to support client independence or transfer to a new provider.

• Conduct internal debriefs to identify lessons learned, process improvements, and retention insights.

• Ensure data security and privacy standards are upheld during account closure or transition.

• Coordinate final billing, scope reconciliation, and administrative closeout with internal team members.

Client Acquisition and Growth Support

• Support business development and client acquisition efforts in collaboration with Company leadership.

• Participate in introductory calls, discovery conversations, and proposal discussions to help assess client fit and scope requirements.

• Provide insight into operational feasibility, resourcing needs, and service design during the sales process.

• Contribute to proposal development by outlining deliverables, timelines, and engagement structures.

• Identify referral opportunities and cultivate relationships that may lead to new client partnerships.

• Share patterns and insights from current clients that inform positioning, pricing, and service evolution.

Events Strategy

• Oversee strategy, planning, and execution of virtual and in-person meetings and events. This may include site visits, vendor management, contract negotiations, and other event planning tasks.

• Provide on-site leadership when required, managing logistics, vendors, staff, and client expectations.

Data, Metrics, and Performance Insight

• Ensure that client reporting systems are accurate, centralized, and aligned to strategic goals.

• Analyze key performance indicators, including engagement metrics, renewals, traffic, revenue, and system usage.

• Present actionable insights and recommendations to client leadership.

• Monitor trends across clients and identify opportunities to refine service delivery models.

• Maintain high standards for data privacy, confidentiality, and information security.

Internal Collaboration and Company Development

• Protect the Company’s reputation by ensuring every client engagement reflects professionalism, clarity, and respect.

• Collaborate cross-functionally to improve processes, workflows, and service design.

• Contribute to the development of new service offerings, templates, and operational frameworks.

• Mentor Associates and contribute to internal cross-training initiatives.

• Participate in leadership discussions around growth, market positioning, and quality standards.

Additional Responsibilities and Opportunities

We are successful when we maintain a degree of flexibility and curiosity in our daily duties. As a startup organization, there are too many potential projects and circumstances to explicitly describe in a job description, but you will likely be asked to participate in a task or responsibility that is not a part of your core job description or for which you were initially hired.

We also must maintain a keen sense of market trends and adapt as needed to maintain a healthy work environment. One of our key business principles is this: the best way to take care of our people is to put the Company first. This means that while we care about each individual on our team, it is the health of the Company that provides all of us with the chance to make the world better and our lives richer.

What Success in This Role Looks Like

• Clients view you as a trusted advisor rather than a task executor.

• Projects are delivered on time, with quality and strategic alignment.

• Risks are identified early and managed proactively.

• Retention remains strong within your portfolio.

• You meaningfully contribute to new client acquisition and responsible revenue growth.

• Internal systems improve because of your insight and initiative.

The Ideal Candidate

Experience and Background

• 4 to 10 years of experience in client service, account management, consulting, project management, nonprofit operations, marketing, communications, or related fields

• Work experience that demonstrates advancement, skills development, and increased leadership roles and responsibilities over time

• Demonstrated experience managing multiple clients, projects, or stakeholders simultaneously

• Experience working with executive leaders, boards, or committees preferred

Client and Advisory Skills

• Proven ability to build trust and maintain professional client relationships

• Experience leading meetings and presenting recommendations clearly and confidently

• Ability to translate strategic goals into operational plans and deliverables

• Comfort navigating ambiguity and guiding clients and direct reports through change

• Strong judgment when escalating or resolving complex issues

Operational and Technical Competence

• Strong project management skills, including timeline ownership and prioritization

• Experience working with CRM systems, project management tools, design applications, collaboration platforms, and reporting dashboards

• Comfort reviewing and interpreting engagement metrics and operational data

• Working knowledge of digital communications tools, websites, and content platforms

Leadership and Ownership

• Demonstrated accountability and follow-through in a remote environment

• Ability to mentor or guide junior team members

• Willingness to uphold high performance standards and address gaps directly

• Commitment to continuous improvement and professional growth

Communication and Professionalism

• Excellent written and verbal communication skills

• Strong executive presence in both virtual and in-person settings

• Ability to communicate with clarity, diplomacy, and confidence

• High attention to detail and organizational discipline

• Ability to work effectively and maturely with a range of personality types and work styles

• Consistent ability to deliver accurate, high-quality work even when operating under pressure or elevated client expectations

Physical Requirements (for in-person events)

• Ability to lift and carry materials weighing up to 40 pounds without assistance

• Ability to lift and move items such as registration boxes, signage, printed materials, event supplies, and small equipment

• Ability to stand and walk for extended periods of time during event days, which may exceed 8 to 10 hours

• Ability to bend, reach, and set up materials such as signage, table displays, and equipment

• Ability to load and unload event materials from vehicles or transport carts as needed

• Willingness to work in a range of event environments, including conference centers, hotels, outdoor venues, and university facilities

Transportation

• Ability to travel to event sites and client locations, which may require driving your own vehicle, taking public transportation, or air travel.

Education

• Associate's degree required, Bachelor’s degree preferred

• Equivalent professional experience considered