Network Relations Client Services Lead

The United States is in the middle of an unprecedented wealth transfer - an estimated $124 trillion will be passed from one generation to the next through 2045. National Christian Foundation (NCF) is a leader in the Christian giving space - helping families develop wise giving strategies for current and future giving. NCF is strategically positioned to guide Christian families, who have been entrusted with much, to make a lasting Kingdom impact as they plan for the stewardship of their wealth.

Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a 501(c)3 charitable grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has made over $33 billion in giver-recommended grants to more than 90,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts. We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at www.ncfgiving.com.

Position Overview

The Network Relations Client Services Lead enables local offices by providing operational guidance, operational training, field enablement, and field-facing service that enhances the giver experience. Serves as a key resource to Relationship Manager (RM) Teams, with a focus on Directors of Giver Services and support staff.

This position plays a central role in onboarding and developing local office support staff, leading onboarding execution and training delivery, and directing new hires to appropriate resources to reinforce consistent processes. The lead provides real‑time guidance, hosts training sessions, and maintains training materials and documentation for ongoing learning and system adoption.

In addition to training, the lead provides practical field coverage and operational direction, including triaging inbound questions, monitoring office transitions, and partnering closely with Donor Services for alignment and responsiveness. During peak seasons, this role expands its responsibilities to underpin local offices by managing increased activity in contributions and grants, ensuring seamless service delivery.

Success in this role is demonstrated through well‑resourced RM teams, consistent onboarding experiences, improved field responsiveness, and strengthened operational execution across local offices. By combining a client services orientation, with problem‑solving, and strong relational skills, the lead positions local offices to focus on mission‑impacting work and contributes to a high‑quality giver experience across the NCF network.

This position is remote or hybrid and may allow for a blend of in-office collaboration and remote work depending on location. We prefer the candidate to be local to the greater Atlanta area, though we value flexibility and are open to a remote candidate who is located near an NCF office in one of the following states: AZ, FL, GA, KS, KY, MO, PA, TN.

Management/Supervision: None

Duties and Responsibilities

Field Enablement and Coverage

• Assumes operational responsibility for local offices during director absences, transitions, or capacity gaps, maintaining service continuity and decision-making accountability.
• Focuses on field execution and follow-through for local office launches and transitions.
• Independently assesses and resolves inbound field questions, determining resolution paths. Triages inbound field questions through shared channels (e.g., NR mailbox, Loop groups, Insight Report). Escalates when issues exceed defined scope.
• Exercises independent judgment in resolving operational issues, prioritizing field needs, and determining appropriate escalation pathways.

Onboarding, Training, and Field Engagement

• Informs RM teams on the proper protocol and Service Level Standards (SLAs) for each internal department.
• Designs and executes training schedules for new hires to ensure consistent and timely onboarding. Works with the Network Relations team to deliver one-on-one or group training.
• Leads local office support staff to appropriate training resources including Litmos, The Loop, and advanced training sessions.
• Conducts foundational system training for new hires, including Legacy Salesforce basics, Marketing Cloud basics, The Loop, MyGiving, Litmos, and Help Center navigation.
• Conducts foundational operational training programs to ensure consistent and timely onboarding across all local offices.
• Provides ongoing operational consultation and real-time field guidance as questions arise.
• Co-leads efforts with the Operations and Development Specialist to create and maintain recorded “canned” training sessions to ensure consistent and scalable delivery.
• Responsible for creating and maintaining Giver Services training resources and documentation.
• Periodically evaluates the effectiveness of onboarding and training delivery, identifies gaps in field readiness or service consistency, and adjusts approach to improve outcomes.

Field Engagement and Donor Services Collaboration

• Serves as a point of contact and strategic partner to Donor Services, building strong relationships to improve responsiveness, alignment, and field support.
• Functions as the first-line field-facing resource focused on practical problem-solving, issue resolution, and execution for RM teams and local offices. Independently evaluates and resolves problems.
• Partners with Donor Services on special projects, including high-volume or seasonal initiatives, to relieve field and Network Relations team capacity and ensure timely execution. Exercises objective judgment on prioritization, sequencing, and execution.
• Takes on expanded responsibilities during Q4 as the Client Services Liaison. Includes increased activity in contributions and grants while delivering seamless service delivery and operational efficiency.

Other Duties and Responsibilities

• Assists with projects as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and have reliable attendance. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Christ Centered

• Profession that Jesus Christ is Lord and Savior and a growing, committed relationship with Jesus Christ.
• Dedication to biblical Christianity and a lifestyle that is consistent with the teachings of Jesus and the Bible.
• Agreement in, support of, and alignment with NCF’s Statement of Faith, mission, vision, and values.
• Demonstrates the values of faithfulness, love, and service.

Education & Experience

• A Bachelor’s degree in business, communications, nonprofit management, or a related field.
• 2–4 years of experience in customer service, sales operations, administration, project management, or operations.
• Familiarity with CRM systems (Salesforce preferred) or other cloud-based platforms used for tracking or workflow management. Direct CRM experience a plus.
• Experience communicating and training in a virtual or hybrid model.
• Experience with onboarding execution, operational training, or field enablement initiatives.
• Experience in high-touch, service-oriented environments; nonprofit or ministry experience is a plus.
• Demonstrated ability to collaborate with cross functional teams on process driven initiatives.
• Experience working with high net worth individuals, families, or trusted advisors is a plus.
• Experience operating in an affiliate model is a plus.

Knowledge Base

• Proficiency with Microsoft Office Suite (Outlook, Teams, Excel, Word).
• Familiarity with cloud-based collaboration tools (e.g., SharePoint, OneDrive, Teams).
• Familiarity with, or ability to learn, Zoom, Loom, Canva, or other collaboration platforms.
• Working knowledge of CRM systems (Salesforce preferred) or the ability to learn new systems quickly.
• Understanding of onboarding execution, operational training workflows, and learning management platforms (e.g., Litmos); familiarity is a plus.
• Comfort navigating project management or work-tracking tools (e.g., Asana, Trello, Monday.com).
• Strong problem-solving skills with the ability to triage questions and escalate appropriately.
• Ability to learn and apply standardized processes, documentation practices, and system workflows.
• Strong written and verbal communication skills and understanding of training materials and user guidance.
• High attention to detail, accuracy, and follow-through in a fast-paced environment.
• Proven aptitude for real-time problem diagnosis and solving.

Competencies

• Passionate about NCF’s Mission - Has intrinsic motivation to come to work based on their heart for generosity and transformation in the lives of individuals.
• Proactive; Accuracy and High Achievement - A high achiever that works to generate excitement around common goals. Exercises good judgment. Strong problem-solving skills. Continual learner.
• Project Management - Accuracy and attention to detail a must. Able to prioritize and manage multiple projects, adhering to strict timelines.
• Relational - High EQ-Self Awareness. Able to connect with others in a natural, relational way. Team player that works well with diverse teams.
• Positive Team Player - Has a positive attitude, works well with other team members to create solutions, adaptable.
• Communication - Excellent verbal and written communication. Ability to communicate on all levels and with diverse groups of people effectively.
• Service Orientation and Field Focus - Demonstrates a genuine commitment to advocate for local office teams and RM staff, with a focus on responsiveness, follow-through, and a high-quality giver experience.
• Generalist Mindset - This person is a generalist with the ability to lean in, jump in, and initiate. Ability to lead, manage, delegate, and accomplish a wide variety of people-related or thinking/doing tasks.
• Maintains sensitive and confidential information as well as business, giver, and local office confidential matters.
• Is ethical, tactful, and courteous in dealing with all employees and vendors.
• Giver and Customer Focus – Meet Requirements; Anticipate Needs.

Work Environment

• Additional hours may be required during peak work periods and projects, such as 4Q and other peak periods throughout the year.
• Occasional travel may be required (10-15%) throughout the year.
• This position is remote and preferred office location is co-located with an existing NCF presence in AZ, FL, GA, KS, KY, MO, PA, TN.

We believe that every role at NCF is more than just a job, it's a calling. If you’re passionate about using your gifts to serve others, grow in faith, and make a lasting impact for the Kingdom, we’d love to hear from you. Join us in this mission-driven work and be part of a community that values purpose, compassion, and Christ-centered service.

Applicants should be sure to read more about NCF’s vision, mission, and Statement of Faith at www.ncfgiving.com/about

If you are interested in serving at NCF, please go to www.ncfgiving.comand apply online.

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From: National Christian Foundation