Coordinator/Associate, Strategic Services

About the role

The Coordinator/Associate, Strategic Services provides operational leadership to Aperio’s Strategic Services team, ensuring effective support of Client Services. Strategic Services is responsible for developing Aperio’s ‘products’ (services to nonprofit organizations), approaches (ways of delivering those services), resources (tools and templates), and standards (quality levels/controls). As a member of this dynamic team, the Coordinator/Associate serves as a creative and proactive contributor to key goals, completing day-to-day tasks efficiently and consistently while continually identifying opportunities to elevate and streamline Strategic Services. 

The Coordinator/Associate partners closely with the Senior VP, Strategic Services, to execute on general responsibilities that provide the infrastructure for Strategic Services. The Coordinator/Associate collaborates across the organization to ensure key functions related to client deliverables support as well as Aperio’s Resource Library and the Expert Network are effectively aligned to achieve team goals. In addition, this role supports the Business Development team on operational projects, including logistics for Aperio’s public events. Across all of this work, the Coordinator/Associate exemplifies exceptional customer service, internally and externally.

Strategic services responsibilities (60%)

The Coordinator/Associate plays a central role in delivering ‘strategic services’ to the Client Services team. Strategic services include implementation of resources, tools, and trainings that simplify client service delivery. This includes driving operational efficiency and providing direct support for specific projects and tools aligned with Aperio’s vision and strategy. The Coordinator/Associate works closely with the Senior VP to define the scope of support offered to the Client Services team and how that support will be offered. The Coordinator/Associate serves as the lead project manager and communicator in delivering that support in a timely, quality, and consistent manner.

General responsibilities:

• Maintain a working knowledge of Aperio’s vision, services, fundraising model, and clients
• Approach all interactions with clients, team members, and our community with curiosity, seizing each opportunity to learn about nonprofits, philanthropy, fundraising, and consulting
• Provide operational support across the Strategic Services team at the direction of the Senior VP, Strategic Services
• Enter Strategic Services project plans and next steps into Aperio’s project-management tool, Asana
• Ensure that project plans move forward, providing reminders to the team as needed
• Support the Senior VP in implementing AI-driven tools and strategies to optimize client service delivery
• Collaborate closely with the Senior VP on AI initiatives, including integrating AI into operational workflows, forecasting, and enhancing service delivery
• Oversee the internal ‘[email protected]’ support inbox, ensuring timely and accurate solutions to team questions in collaboration with Strategic Services, Operations, and Leadership team colleagues
• Partner with Senior VP to craft and distribute client feedback surveys to measure impact across project stages
• Develop on-demand training content for Aperio’s LMS platform, reducing dependency on real-time training
• Document, maintain, and streamline systems, tools, and processes to optimize efficiency
• Prepare communications, emails, letters, and memoranda
• Undertake special projects as assigned
• Perform other related duties as assigned

Deliverables support:

• Collaborate with the Senior VP, Strategic Services to develop and implement strategies that elevate and streamline support for Client Services deliverables
• Provide exceptional ‘customer service’ to Aperio’s Client Services team and clients, always looking for ways to elevate and streamline support
• Convert client deliverables into templates for the Resource Library to standardize workflows and improve accessibility
• Ensure that support provided is relevant, timely, consistent, and high quality
• Develop, document, and implement the systems, tools, and processes needed to manage, prioritize, and complete support requests
• Maintain up-to-date software and subscriptions for prospect research
• Serve as a day-to-day contact for vendors

Resource Library:

• Collaborate with the Senior VP, Strategic Services to manage Aperio’s internal Resource Library, a comprehensive collection of guidelines, templates, and tools for creating an exceptional client experience
• Serve as a subject-matter expert on contents of the Resource Library, directing team members to the most relevant resources and proactively developing strategies to address challenges
• Regularly source, review and vet new resources (e.g., samples, tools, templates, articles, etc.) for the Resource Library from Client Services team and our broader community to enhance the library
• Organize resources into the Resource Library, in accordance with the preestablished structure
• Resolve issues with the Resource Library as they arise to ensure it is consistently up-to-date, easily navigable, and fully functional
• Create and manage project plans to address gaps in the library and continuously improve accessibility and usability
• Engage collaborators across the organization to advance project plans, achieving milestones for Resource Library enhancement
• Oversee biannual Resource Library review and refresh processes to ensure all resources are reliable and reflective of Aperio’s current thinking and approaches

Expert Network:

• Collaborate with the Senior VP, Strategic Services to develop and implement strategies for building, engaging, and leveraging Aperio’s network of freelance partners, called the ‘Expert Network’
• Serve as a key relationship manager for the Aperio Expert Network, communicating proactively with members and fielding inquiries
• Provide exceptional ‘customer service’ to Aperio’s Expert Network members and the Client Service team members who partner with them
• Develop, document, and implement the systems, tools, and processes needed to build, maintain, and engage the Expert Network
• Oversee the Expert Network intake and onboarding process end-to-end, in close collaboration with Operations team
• Create resources for Expert Network members, in close collaboration with Operations team and marketing vendors
• Develop opportunities for the Expert Network to engage with the Aperio team and enhance their contributions
• Keep Expert Network members’ information up-to-date in Aperio’s CRM
• Track Expert Network member data, including expertise, usage, and availability, ensuring optimal utilization

Business development responsibilities (40%)

Every member of the Aperio team contributes to business development and community-building. The Coordinator/Associate contributes specifically to outreach, as well as providing data and project management capabilities.

• Achieve personal outreach metrics through networking and researching proposal opportunities
• Provide operational support to the Business Development team, at their direction
• Project-manage and oversee logistical preparation for Aperio’s public events
• Research speaking opportunities for Aperio’s senior team and conference participation opportunities for the broader team
• Support the maintenance of an accurate CRM
• Undertake special projects as assigned
• Perform other related duties as assigned

Qualifications

• 2+ years of work experience; experience in fundraising and/or project management preferred
• Strong relationship management, interpersonal, and communication (written and oral) skills
• Ability to work well with all levels of staff, management, vendors, etc.
• Ability to ‘manage up’ and ask the right questions of leadership
• Experience building strong relationships to ensure seamless collaboration and shared success
• Adept at designing ‘fool-proof’ systems and processes
• Demonstrated ability to manage complex projects to successful outcomes
• Thrives in collaborative environments and demonstrated commitment to learning and growth
• Ability to synthesize large amounts of information in clear and concise but comprehensive ways
• Proactive in identifying opportunities to streamline operations and improve processes through effective communication and teamwork
• Ability to make connections across different kinds of projects and work – to identify efficiencies
• Strategic mindset and ability to understand how various things fit into the bigger picture
• Self-starter with ability to complete tasks with minimal direction and supervision
• Operationally minded, exceptional detail orientation, and consistent follow-through
• Outstanding organizational skills and ability
• Proficient in Microsoft Office Excel, PowerPoint, Word, and Outlook, including advanced formatting and style capabilities
• Entrepreneurial approach
• Openness to the ever-changing, dynamic environment of a start-up company
• Eagerness to learn new knowledge and skills

Location

This role is currently a fully remote role. In the future, Aperio may have an office in major cities that our team members are welcome to use. Periodic travel and in-person meeting requirements.

To facilitate work-from-home, Aperio provides essential technology equipment and a monthly mobile phone reimbursement of $75 per month.

Compensation

Aperio is pleased to offer competitive compensation and benefits, as well as accelerated career development opportunities.

Base compensation for this role is $40,000 - $65,000 commensurate with experience in executive assistance and operations. Bonus and promotion opportunities available.

Benefits include:

• Flexible scheduling
• Paid time off (PTO) starting at 4 weeks per year, which includes 10 days of sick time and 10 days of vacation time
• 10-18 holidays per year, including closure over the year-end holidays
• Summer Fridays observed between the Friday before Memorial Day and the Friday before Labor Day
• Medical, dental, and vision insurance
• 401K with company matching of 100% of employee contributions up to the first 3% of pay