Business Relationship Manager - Digital

WHO WE ARE :

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS.

To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward.

We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

The Business Relationship Manager (BRM) - Digital is an AVP level, strategic role, responsible for stimulating, surfacing, and shaping technology demand for the Society's digital needs (e.

g., web, mobile app, social, digital communications, virtual meetings / events / collaboration). The objective of this role is to ensure the Society is maximizing value by capturing needs, identifying opportunities, recommending solutions, and partnering with stakeholders to build the digital strategy and roadmap that will offer the greatest value to the Society.

This role is essential for maximizing value through digital technology solutions that enable the critical work of Society staff members around the United States.

Furthermore, it supports the experience of constituents who engage with the Society through digital means.

The BRM partners with leaders both inside and outside of the Society Technology department to collaborate and ensure meaningful results from strategic initiatives.

This role understands and represents the needs of the digital capability within the context of the broader technology capability teams.

They proactively sense and anticipate changes affecting strategy in the environment landscape including organizational improvements, technological advancements, and evolving organization needs.

This role drives and ensures results across their capability area as well as the broader technology department. In addition to supporting the digital stakeholders, the BRM will consult and provide input to building and maturing the relationship management function within the Technology department.

The BRM - Digital will leads a Technical Product Manager and partners with Project Management, Engineering, and Technology Operations subject matter experts to deliver and track identified value generating initiatives, projects, and enhancements

Defining Capability Area Needs, Goals, & Strategic Roadmap

• Develops & maintains understanding of Society digital goals, plans, and key performance indicators
• Maintains understanding of digital key challenges and issues
• Develops and maintains understanding of digital demand, facilitates clarity in terms of business needs, general requirements, and possible solutions
• Collaborates with functional stakeholders to build and maintain a strategic roadmap for the digital capability area
• Works cross-functionally and collaborates across capability areas to optimize technology solutions for the greatest value and benefit to the Society
• Works closely with departments and portfolio management on intake and demand management

Relationship & Solution Delivery Management

• Builds relationships with Society leaders and staff within the digital capability area regarding technology needs and priorities
• Serves as a liaison and point of contact for Technology department needs and solutions
• Leads projects through concept and planning
• Monitors projects from design through close phase
• Consults on business case development
• Oversees and removes obstacles for projects in the digital portfolio
• Oversees strategic application portfolio and lifecycle for digital applications and solutions
• Manages and oversees vendor relationships for digital capability area; leads and / or participates in vendor negotiations;

defines and ensures delivery of vendor Service Level Agreements and Statements of Work

• Solicits and responds to customer service complaints and issues, facilitates resolution, and captures compliments as well as complaints
• Facilitates continuous improvement in digital service delivery
• Partners with business case owner and portfolio management on external project resource needs

Demand Management

• Engages Technology team members as needed for discovery of customer needs, development of project intake requests, and facilitation stakeholder alignment
• Facilitate clarity on needs and possible solutions
• Provides transparency in terms of technology's capabilities and bandwidth given Society-wide priorities
• Provides guidance on initiatives to move forward, pause, or not pursue based on strategic priorities and relative value

Team & Functional Leadership

• Provides direct leadership and performance management for the Digital capability Technical Product Manager
• Provides indirect leadership for technical resources including project management, engineering, technology operations and technology organizational change management
• Collaborates with BRM peers and Technology leadership and provides hands on continuous improvement to the relationship management function within Technology

Role Qualifications

• Bachelor's Degree in Computer Science, Business Administration, OR equivalent work experience
• At least 5 years in a supervisory role, preferably leading technical project delivery professionals in the MarTech space
• Strong client service, leadership, and project management skills are essential
• Skilled in process-oriented design and s trategic planning
• Excellent business acumen and interpersonal skills in order to work across departmental lines at senior levels to effect change and achieve common goals.
• Background in relationship management strongly preferred
• Highly effective presentation, documentation, interpersonal, and leadership skills with a team-oriented approach are necessary
• Experience implementing an enterprise digital strategy
• A proven track record using industry-standard Digital and MarTech systems and tools
• Demonstrated ability to elicit business requirements from multiple departments and functions.
• Ability to interpret complex technology concepts for varying levels of functional stakeholders including executive-levels.
• Proven ability to positively influence senior leadership, peers, and vendors
• Ability to prioritize and handle multiple tasks in a dynamic environment is essential
• MBA preferred but not required

The location of this role is flexible and can be held out of any market across the US.

Technical Competencies

• Meaningful experience in at least 4 of the following areas :
• Website design, build, and / or ongoing operations (e-commerce or non-profit especially desirable)
• Mobile App design, build, and / or ongoing operations (e-commerce or non-profit especially desirable)
• Search Engine Optimization
• Constituent Relationship Management (CRM; strong preference for Salesforce)
• Web Analytics
• Social Media Management
• Email Marketing (strong preference for Salesforce Marketing Cloud)
• Communication Channel Strategy / Implementation
• Content Management Systems
• Virtual Collaboration / Meetings / Events
• Non-profit experience is a plus
• Position may require travel up to 10% of the time

Compensation & Benefits Info :

Estimated hiring compensation range for this role is $115,000 - $135,000 based on our average compensation schedule. Final offers will be based on candidategeographic location and consider career experience and may vary from this range due to these and other factors.

• The National Multiple Sclerosis Society provides a highly competitive, comprehensive benefit package to employees. These benefits include a considerable Paid Time Off Plan;
• Paid Holidays; 401k Retirement Savings Plan with Society match; Educational Reimbursement Plan; Professional Development Assistance;

Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Life Assistance Plan as well as additional voluntary benefit offerings.

The Society has a career framework that is our foundation of a clear, consistent structure for growth and careers. It is comprised of career bands and career levels, as well as functions and disciplines, that together, capture the Society's positions and work.

This position is in the Management career band and a level of 3 (M3).

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work.

We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS :

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