About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action helping people triumph over adversity and build stronger communities from within. Now, and for the future.
General Position Summary
The Partnerships & Services Officer plays a key role in MicroMentor's resource development, sales, and client and grant management efforts. This role supports all of MicroMentor's revenue generating efforts. The Partnerships & Services Officer will manage client facing work from 'cradle to grave,' including lead prospecting, writing proposals, closing contracts and managing active client relationships and projects. The position includes providing support for grants and Mercy Corps country based projects, including grant writing assistance, project set up, stakeholder liasioning, reporting and project closing. Clients, country projects and grants have significant overlap in the areas of relationship management, program delivery and client services. The Partnerships & Services Officer will streamline processes, communications, materials and services to effectively and efficiently manage these relationships with the guidance of the Business Operations Manager.
Essential Job Responsibilities
FUNDRAISING & SALES
Lead Generation for Sales and Grants:
Map grant and paying client opportunities suitable for MicroMentor and track progress.
Maintain ongoing lead list and research high potential opportunities for the team to conduct initial lead qualification.
Own lead generation and qualification activities/processes and track prospects with Salesforce CRM.
Maintain all sales assets and ensure they are up-to-date, on brand and compelling.
Develop sector knowledge around entrepreneurship, youth employability, mentoring, employee engagement, and MicroMentor target markets such as LATAM and MENA.
Proposal Development/Sales Negotiations:
Effectively and independently, distill and deliver the MicroMentor value proposition while demonstrating MicroMentor's platform via online demos, phone calls and email communication.
Support in proposal development for grant opportunities, including requirements and content gathering, reporting and statistics, copy editing, budget development, formatting and final compilation for on-time submission.
Drive new paying client engagements, through proposal development/delivery and pricing negotiations.
Serve as the point of contact for paying clients, strategic partners and Mercy Corps country program staff.
Set and communicate expectations effectively about project objectives, provide outstanding customer service, and manage and resolve issues when they arise.
For country projects, serve as a liaison between the regional desks, MicroMentor HQ and country teams.
Collaborate with multiple stakeholders in proposal development, program design, set up and implementation. Often, this will be with a diverse set of global stakeholders and business cultures - from fortune 500 corporations to international development organizations to financial institutions to state/local governments.
GRANT & PROJECT MANAGEMENT
Ensure that effective project management tools are in place and ensure that projects are delivered on time, in scope and within budget.
Own and streamline project processes and materials to ensure services are delivered consistently, efficiently and effectively.
Function as the technical lead and/or support for program delivery activities, including: mentor and entrepreneur trainings, train the trainer for program administrators, and user recruitment and engagement campaigns.
For paying clients: drive at least 1,500 new users to the site (entrepreneurs and mentors) with a 75% profile completion rate.
Monitor and support the portfolio of project-specific mentors and entrepreneurs that become part of the online MicroMentor community.
Evaluate activity, deliver and analyze surveys to prepare reports on client projects. Serve as the primary point of contact for grant reporting for corporate and institutional donors (with support for field teams and the desk).
Lead annual client project review meetings and assist with contract renewals.
Collaborate with sales team to identify upsell opportunities and retain paying client's year over year with an 80% retention rate.
Travel to project locations as needed.
Assist with the documentation and dissemination of institutional knowledge, such as, operational procedures, case studies, lessons learned and best practices in social innovation, corporate social responsibility, and economic development.
Support and collaborate with the Business Operations Manager in identifying market opportunities, testing new product offerings and building MicroMentor's global business operations.
Accountability to Beneficiaries
Reports Directly To: Business Operations Manager
Works Directly With: MicroMentor sales team, MicroMentor Director, MicroMentor field team(s), MicroMentor marketing team, MicroMentor mentors and entrepreneurs, MicroMentor clients, Mercy Corps country program staff, Mercy Corps HQ staff.
Knowledge and Experience
3+ years' experience in client services, fundraising, donor management, and/or project management.
Proven track record of working in a customer facing role.
Proven ability to effectively build interpersonal relationships and achieve alignment across a wide range of functions and constituents.
Excellent communication and interpersonal skills across cultures
Knowledge of customer service practices.
Grants management experience.
Experience with Salesforce CRM and a technical aptitude to learn new software systems.
Flexible approach and an ability to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and with a "can do" attitude.
Spanish, Arabic or French fluency a plus.
Project management certification a plus.
A successful Partnerships & Services Officer will exhibit a positive attitude, strong work ethic, high integrity and a passion for the mission of Mercy Corps and MicroMentor. This individual will be passionate about delivering value to the MicroMentor users and clients, while balancing those needs with the organization's priorities, resources and objectives. Attention to and comprehension of details is vital for success. The Partnerships & Services Officer will be able to visualize and engage the "big picture", while also being able to identify, develop, implement, and maintain procedures and systems. They will have a bias toward execution, the ability to establish and meet deadlines and work both independently and cooperatively with teams. The Partnerships & Services Officer should have the proven ability to synthesize information, draw meaningful conclusions, and respond appropriately.
Living Conditions / Environmental Conditions
This position is based in Portland, Oregon. This role may include travel for team meetings and occasionally to country offices across the agency, travel estimated up to 15% of the time. Travel may be to insecure and/or austere locations.
Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in country venues.
Fostering a diverse and open workplace is an important part of Mercy Corps' vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.