Client Experience Associate
5 days ago
Pasadena
Job Description THE ORGANIZATION The Fuller Foundation is a Christian philanthropic services organization that supports Fuller Seminary through charitable giving and investment management. We offer donor-advised funds, charitable trusts, estate planning, and investment services to individuals and families who seek to align their financial lives with their faith and values. POSITION SUMMARY The Client Experience Associate is a detail-oriented, systems-minded team member who supports the full client lifecycle — sales, onboarding, servicing, reporting, and stewardship — while maintaining exceptional data quality and operational precision. This role ensures a seamless, mission-aligned client experience by executing high-importance administrative workflows, stewarding CRM and file-management systems, supporting gift and grant operations, and upholding the integrity of client communications and reporting. This role is designed as a development pathway toward the future Client Experience Manager position. The Associate will deepen their expertise in client experience operations, process improvement, cross-functional collaboration, and client communication — preparing them for increased leadership within the CX function. Reports to: Senior Director, Client Experience & Marketing KEY RESPONSIBILITIES Operational Excellence & Data Stewardship • Maintain pristine CRM (Redtail) data hygiene, ensuring accurate entry, segmentation, attribution standards, and pipeline visibility., • Prepare dashboards, reports, and conversion metrics to support business development and leadership decision-making., • Uphold disciplined naming conventions and organizational logic across Redtail and Egnyte to maintain a reliable institutional “source of truth.”, • Identify data inconsistencies, risks, or system gaps and proactively recommend solutions. Gift & Grant Operations • Process all incoming gifts to charitable accounts (including DAF and endowment contributions), ensuring accuracy, timeliness, reconciliation, and compliance with The Fuller Foundation standards., • Generate gift receipts, acknowledgements, and compliance-aligned documentation., • Support grant processing, including quality checks and operations support as needed., • Track and summarize gift and grant activity for internal stakeholders. Client Records & Information Management • Maintain structured, compliant client recordkeeping within Egnyte, including taxonomy and version control., • Ensure confidentiality and data-protection standards are consistently upheld., • Audit digital files and update organizational systems as processes evolve. Reporting & Client Communications • Coordinate production, packaging, and delivery of Quarterly Performance Reports (QPRs) and other client reports., • Ensure all communications and materials are accurate, timely, and aligned with brand and stewardship expectations., • Maintain and refresh templates and a version-controlled content library. Team Administration & Project Support • Provide administrative support for the CX & Marketing team — including scheduling, meeting notes, and project tracking., • Support lead-generation and marketing workflows as directed by the Senior Director., • Assist the Client Experience Manager with day-to-day operations, risk identification, and improvement opportunities. QUALIFICATIONS • Bachelor’s degree or equivalent experience in business, communications, nonprofit administration, or related field., • 2 – 4 years of experience in client service, nonprofit or philanthropic operations, financial services, or marketing support., • Familiarity with DAFs, charitable trusts, and endowment practices preferred; comfort with compliance‐minded processes and documentation., • Hands‐on experience with CRM systems (Redtail strongly preferred); proficiency in Microsoft 365 and Google Workspace; working knowledge of Egnyte or similar content management systems., • Strong writing and editing skills for client communications; attention to detail and quality., • Bonus: exposure to marketing tools (e.g., HubSpot). COMMITMENT TO FOUNDATION’S VALUES • Share a commitment to our mission and purpose., • Make quality service a top priority., • Must contribute to an organizational culture based on collaboration, commitment to excellence, and curiosity., • Be a team-player who also works independently.