Client Services Assistant Manager

Job description

Posting Details

Posting Details

Posting NumberS03497PWorking TitleClient Services Assistant ManagerDepartmentD.A.R. Advancement ServicesAbout the University of Georgia

The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities is the state’s oldest, most comprehensive, and most diversified institution of higher education ( UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,600 full-time staff. The University’s enrollment exceeds 36,000 students including over 27,500 undergraduates and over 8,500 graduate and professional students. Academic programs reside in 17 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

About the College/Unit/Department

Division of Development and Alumni Relations
The Division of Development and Alumni Relations at the University of Georgia advances the goals, objectives, and priorities of the university by generating private financial support, building and maintaining relationships with alumni and donors, and assisting students with career development opportunities.

Office of Advancement Services, Client Services
The Client Services unit is a branch of the Advancement Services unit that reports to Annual Giving and Constituent Development for the Division of Development and Alumni Relations. First, the CS Team is responsible for all training of UGA employees that will utilize any of the following systems: the GAIL CRM (Giving and Alumni Information Link) database system, Advizor (visual data analytics program), and basic level ONESolution (financial accounting database system), as well as any other systems to be supported by DAR/Advancement Services. Secondly, the CS Team provides direct, front line support to all UGA staff using either the GAIL CRM system or the Advizor system. Third, the CS Team is responsible for collaborating with internal and external division staff for identifying issues/needs/enhancements, resolving said issues, and being the liaison for working with system users and internal teams to steer system progress and growth.

College/Unit/Department website and TypeExternalRetirement PlanTRS or ORPEmployment TypeEmployeeBenefits EligibilityBenefits EligibleFull/Part timeFull TimeWork ScheduleAdditional Schedule Information


Advertised SalaryCommensurate with qualifications and experiencePosting Date07/10/2019Open until filledYesClosing DateProposed Starting Date09/01/2019Special Instructions to Applicants

For Optional “Other Document 1”, you may provide an example of training material you’ve created and executed

Location of VacancyAthens Area EEO Policy Statement

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.

Position Information

Classification TitleIT (Information Technology) ProfessionalPay GradeFLSAExemptJob FamilyITFTE1.00Minimum Qualifications

Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications

•Bachelor’s degree and 3 years direct or comparable experience
•Experience with the GAIL (Giving and Alumni Information Link) CRM database system or similar fundraising management system
•Experience providing training instruction to one or more people
•Experience creating training materials

Position Summary

Reporting to the Manager of Client Services, this position is responsible for the overall instructional design and development, coordination, and maintenance of all training/instructional programs for the Development & Alumni Relations Division. It is responsible for approving overall curriculum design, development of master training plans, management of the division’s curriculum in UGA’s Learning Management System (eLC), website resource content and articles, and composition and distribution of the GAIL (Giving and Alumni Information Link – central database of record for all alumni at the University of Georgia and serves as the UGA Foundation’s fundraising database) monthly e-newsletter. Additionally, this position will assist with bi-monthly GAIL steering committee meetings, agenda items and leading half of the consulting meetings with division and campus units. This position is also responsible for managing and supervising the training specialist within the unit which provides training and front line support to system users of the GAIL, Advizor and ONESolution database systems.

Knowledge, Skills, Abilities and/or Competencies

•Self-starter, takes initiative, and can work independently as well as in a team environment
•Excellent oral and written communication skills
•High level of initiative and follow-through
•Excellent memory for details
•Proven management/supervisory experience of one or more direct reports
•Ability to organize work, coordinate projects with others, manage multiple projects simultaneously, and meet and negotiate deadlines
•Thorough knowledge of new and emerging training and instructional methodology, techniques and principles
•Knowledge of Instructional Design, tools, processes, etc.
•Knowledge of research methodology as applied to the field of training and instruction
•Considerable knowledge of specialized technical and management training and learning management programs
•Ability to operate a variety of audio-visual technology
•Ability to act as project manager, facilitating and participating in the process of prototyping and creating
•Ability to demonstrate, present, understand, and teach effectively before groups
•Exhibits behavior that supports the mission, vision, and values of the University of Georgia
•Communicates and employs interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct
•Ability to establish and maintain effective working relationships with internal staff, campus units, and alumni

Additional Division Requirement(s):
•Through open, honest, and respectful communication, all staff, supervisors, and colleagues of the Division of Development & Alumni Relations are expected to interact with fairness, compassion, and decency. All employees will be held accountable for meeting the expectation of promoting a stable, productive, and healthy work environment.
•Adherence to CASE standards and commonly accepted industry standards relating to fundraising reporting are expected of all fundraisers. All fundraisers will be held accountable for meeting this expectation.

Physical Demands

•Work in a standard office environment
•Sit and work at a computer workstation for extended periods of time
•Lift, carry, move up to 40 pounds
•Stand in front of a classroom and effectively teach adult learners

Is driving a responsibility of this position?Does this position have operation, access, or control of financial resources?NoDoes this position require a P-Card? NoIs having a P-Card an essential function of this position? NoDoes this position have direct interaction or care of children under the age of 18 or direct patient care?NoDoes this position have Security Access (e.g., public safety, IT security, personnel records, or patient records)?YesCredit and P-Card policy

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.



Manage, lead and approve overall instructional design, development, coordination and maintenance of all instructional training programs (multimedia, web course management, instructional wizards, etc.)

Act as project manager in the process of prototyping and creating all training/instructional plans and programs

Percentage of time35 Duties/Responsibilities


Supervise staff reporting directly to this position to ensure each individual is meeting all of his/her goals, objectives and project timelines; Evaluates his/her performance annually

Percentage of time20 Duties/Responsibilities


Provide client support for GAIL (Giving and Alumni Information Link), Advizor and ONESolution systems

Percentage of time10 Duties/Responsibilities


Conduct in-person training presentations for classes and for individual consultations

Percentage of time10 Duties/Responsibilities


Produce, manage and maintain instructional audio-visual resources including software slide presentations, posters, job aids, video programs and other instructional media

Manage database system user access documents, training calendars, class schedules and procurement of training facilities

Maintain statistical database to ensure that area training needs are met through programs

Percentage of time20 Duties/Responsibilities


Provide backup for ASKIT email and OS Ticket system

Percentage of time5Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this vacant position?
    • UGAJobs (UGA's job board)
    • LinkedIn
    • Handshake
    • HigherEdJobs
    • A current UGA employee
    • Other (please provide resource)
  2. * Do you have experience with training staff members?
    • Yes
    • No
    • No Response
  3. * Do you have experience creating training materials (documents, presentations, and/or videos)?

    (Open Ended Question)

  4. * Do you have experience using software to create training materials (examples, but not limited to: Articulate, Camtasia, Piktochart, and/or Prezi)?

    (Open Ended Question)

  5. * Do you possess a valid driver's license?
    • No Response
    • No
    • Yes
Applicant DocumentsRequired Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents
  1. Other Documents #1




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Job No:
Posted: 7/16/2019
Application Due: 9/14/2019
Work Type: