Client Success Manager - Men’s Program in Raleigh, North Carolina at Raleigh Rescue Mission Inc

Program Job Title: Client Success Manager - Men’s Program

Reports to: Supervisor of Client and Team Success

Classification: Non-exempt

Organization Mission: Raleigh Rescue Mission considers every position one of Christian ministry and every person a vital and valued part of our team. Therefore, it is essential that all the Raleigh Rescue Mission team members have a personal relationship with Jesus Christ and subscribe to our Statement of Faith. Every team member is expected to believe in and adhere to our Core Values of compassion, prayer, collaboration, excellence, and development. In doing so, our entire team is expected to be humble, open to learning new ways of doing things, make decisions based upon the best interest of the client and Raleigh Rescue Mission, and be ready to step in to assist in any area of the Mission, as needed. We seek team members who are passionate about being extraordinary and faithful in their work and personal lives.

Role Mission: As a Client Success Manager, you play an active role in ensuring that Raleigh Rescue Mission is responsive to the community’s needs and that we are effective in supporting client success for as many individuals as possible with our resources and rooms. This role engages prospective and current clients to ensure Raleigh Rescue Mission maximizes the use of our space and equips them in their progression in our New Life Program from start to finish. You will lead clients to set and strive toward goals by building relationships, coaching, and holding clients accountable for their milestone achievements. In partnership with the entire Raleigh Rescue Mission team, you will ensure the most appropriate services are provided to each client, while abiding by our financial responsibility policy, which should result in meaningful transformation in their life and ultimately, long-term stability.

Essential Job Functions:

Prioritize Client Success

• Engage and follow-up on prospective client inquiries, per guidelines.
• Complete the initial assessment conversations to understand client situation and perform initial goal setting.
• Lead onboarding process for new clients.
• Work with client and CSM team to create and update their Client Success Plan with clear goals and target dates.
• Meet with each client weekly to develop and follow-up on specific goals towards progression of their Client Success Plan.
• Connect clients to internal and external resources to aid in achieving their goals.
• Check-in briefly with all assigned clients daily.
• Provide immediate feedback to clients to recognize positive behavior and/or to address behavior that does not align to the expectations.
• Encourage and engage clients with a Christ-centered approach by following the CARE model.
• Recognize and plan for potential obstacles for clients.
• Independently execute tasks, proactively identifying and solving client issues, and escalating when appropriate.
• Build a pipeline and recruit new clients.
• Order and maintain appropriate inventory for all supplies needed for client programs (breathalyzers, laundry detergent, etc.)

Document and Track Outcomes

• Follow SOP’s for Mission Tracker documentation.
• Audit client files in MT to ensure documents uploaded and process being followed (weekly)
• Update leadership scorecards with key metrics weekly.
• Ensure your timecard accurately reflects hours worked on a weekly basis.
• Per Financial Responsibility Policy, code expenses on a weekly basis.

This job description is not intended to be a complete statement of all duties and responsibilities. It is subject to change at any time.

Required Skills/Abilities:

• Strong administration and data entry experience, preferably organizing and documenting client information.
• Strong conflict resolution skills.
• Experience communicating (verbal and electronically written) daily updates in a team environment (in English.)
• Basic proficiency with Microsoft Office preferred.

Education and Experience:

• High school diploma required.
• Bachelor's degree in social services or health services, preferred.
• 3+ years of experience in case management, training, coaching, or consulting a variety of clients.
• 3+ years of experience in goal setting, goal tracking, and holding others accountable.
• Experience providing exceptional customer service to diverse groups of individuals.

Valid NC driver license and the willingness to drive a 12-passenger van. (A valid driver’s license is required as well as a passing Motor Vehicle background check. Periodic MVR checks will be done to ensure continued ability to drive. If at any point you lose your driving privileges, it is your responsibility to report that to the Manager immediately.)

Physical Requirements:

• Ability to lift up to 50 lbs.
• A typical shift will require sitting, standing, walking, and utilizing a laptop, sometimes for an extended period of time.
• Ability to use hands to lift, guide, and assist clients/children with assignments and life skills.
• Ability to maneuver around furniture/closets and kneel, squat, stoop, or bend at the waist.
• Ability to drive clients/children to appointments and offsite events.

Work Conditions:

• Work onsite, indoors, outdoors and potentially in inclement weather.
• This environment requires an individual to be prepared to assist with potentially adverse conditions that may arise in a residential setting. (Ex. Flooding due to plumbing failure; outbreak of illness.)
• The environment may have a high noise level.
• The typical work week for this position will be on site at Raleigh Rescue Mission, Monday through Friday, between the hours of 7am – 6pm.
• Work one weekend a month and 3 holidays a year; to be assigned by VP of Client & Team Success