Associate, Strategic Services
About the role
The Associate, Strategic Services provides support to a portfolio of clients and within Aperio’s Strategic Services team. Strategic Services is responsible for developing and implementing Aperio’s core ‘products’ (services to nonprofit organizations), approaches (ways of delivering those services), resources (tools and templates), and standards (quality levels/controls). The Associate, Strategic Services ensures these elements are seamlessly integrated into the Client Services team’s workflows, enabling high-quality deliverables and exceptional client experiences.
As a vital member of the team, the Associate brings a proactive, solutions-oriented mindset, exceptional organizational skills, and a collaborative approach to enhancing operational efficiency and delivering high-quality results in alignment with Aperio’s vision and mission.
Client support and strategic services operations (75%)
Project management & operations
The Associate, Strategic Services serves as the project manager for a portfolio of nonprofit clients, supporting our Client Services team in driving proactive, strategic, and operational work across engagements and internal initiatives.
- Deliver high-quality, timely, and relevant support to both Client Services and the Strategic Services team, prioritizing exceptional service and innovation
- Lead day-to-day project execution by developing agendas, capturing and synthesizing notes, tracking action steps in Asana, and ensuring follow-through across stakeholders
- Support Client Services by developing and executing actionable project plans, leveraging Aperio Resources to drive efficient, high-quality delivery
- Design, implement, and refine systems to support Strategic Services operations, including tracking deliverables across the client portfolio, managing team workflows (e.g., inboxes), and supporting reporting, planning, and internal initiatives.
- Manage ‘up, down, and out’ to coordinate the activities of diverse internal and external stakeholders, ensuring timely progress on projects
- Provide direct organizational and project support to the Senior VP on special capacity-building initiatives, such as: implementing AI, client feedback surveys, product development, and development of resources for Aperio’s ‘resource library’
- Provide general operational support to management of client services, such as data collection, reporting & analysis, planning call topics/agendas, and creating resources for the team
- Support special projects, including vendor relations, communication drafting (e.g., emails, memos), and administrative tasks
- Serve as a subject-matter expert on contents of the ‘resource library’, directing team members to the most relevant resources and proactively developing strategies to address challenges
Queue management
The Associate ensures timely, quality fulfillment of all ‘shared services’—deliverables created by subject-matter experts—provided to the Client Services team to support their fulfillment of services to clients.
- Oversee and manage Asana queues for client deliverables across writing, design, data & analytics, research, and DevOps support
- Ensure deliverables are of high quality, aligned with client expectations, and delivered on time
- Prioritize, assign, and monitor deliverables across queues, to provide clear updates to stakeholders to ensure timely, high-quality completion
- Act as a liaison between requestors on the Client Services team and subject-matter experts working on deliverables (usually one of Aperio’s Expert Network members or a team member), facilitating communication and resolving questions to ensure timely, quality deliverables
- Deliver exceptional customer service to Expert Network members, ensuring they are well-supported in their partnerships with the Client Services team
Data & analytics and research services
The Associate contributes to Aperio’s data screening and segmentation work, to support the fulfillment