Position description: Consultant/Client Service Manager

Reporting to Kate Rebernak, CEO

As a consultant and client service manager at FrameworkESG, you will join a team of energetic, passionate people whose mission is to accelerate the private sector’s move toward more sustainable and equitable business models. You will bring to your new team your experience, skills, creative thinking, collaborative nature, and knowledge of ESG consulting to manage teaming, resource allocation, and workflow; support proposal development, project planning, and budgeting; contribute to excellent execution of our work; advise clients; and help the firm realize its value proposition for clients. In addition, you will contribute meaningfully to the growth of FrameworkESG during a time of unprecedented opportunity for the firm. In turn, you will experience a fun, flexible, and collaborative work environment and a cohort that supports and celebrates each other and brings value to clients and to society.

As a consultant and client service manager at FrameworkESG, you will serve in a dual role:

One, manage Framework’s consulting capacity and resource allocation among client projects and track the execution of all client projects against project plan, scope, and budget. Partner with colleagues to ensure we develop thorough and realistic project plans that we can execute effectively. Allocate resources as client and team needs change, and manage Framework’s project-management infrastructure to ensure consistent internal and external experiences. This position will also partner with project leads to help anticipate and avoid roadblocks and bottlenecks and to ensure that we operate within scope and comply with contracts. This position will elevate major roadblocks or client-relationship issues to and address capacity needs with the company’s leadership team.

Two, serve as a consultant on client projects encompassing the development and implementation of ESG strategies and communications. You may also, depending on the capacity needs of the firm and your own workload, manage projects, support the development of new business and new services, and, over time, contribute to firm visibility and thought leadership. This position is on a path to senior consultant role at the firm.

Primary duties and responsibilities
Client Service Manager (40–55%)

Contribute to Framework’s strategy for delivering consulting services, client project management, and account administration 

  • Manage capacity for client-related work, from sales pitch through project execution; assign project teams and roles to consultants, analysts, and subcontractors; shift resources as needed; plan resource needs with Leadership Team.
  • Ensure consulting teams set realistic project objectives and deadlines and meet all accountabilities internally and externally.
    • Track project success and monitor active and upcoming projects to promote alignment to scope and budget; work with project teams to resolve concerns or issues; approve non-billable time.
    • sign off on pricing/budgets, timelines, and project plans as part of proposals or sales pitches
    • monitor compliance with technology and other client requirements impacting our work or processes
  • Oversee project infrastructure (e.g., templates, policies (where they exist), processes) and protocols for client project planning and execution and nonlegal aspects of client contracting; ensure team member familiarity with tools and services; manage deliverable quality-control processes.
    • Oversee Framework’s project management systems (Asana, Everhour, resource allocation, etc.) as related to client service.
    • Support onboarding and training of new consulting team hires related to project management
Client project work (25–30%)

Deliver exceptional client service in accordance with or exceeding clients’ and Framework’s expectations; shape and oversee product quality as Project Lead or senior contributor (see client engagement role descriptions for definition of client-engagement roles) 

For complex engagements, work with consulting teams to ensure that the client has a consistent experience across projects and that projects within an engagement connect with and build on one another; foster strong client relationships; build lines of communication and initiate relationships with senior client personnel 

Maintain familiarity with all core services to effectively lead these projects; adapt, refine, and innovate processes and approaches to enhance client value creation and improve efficiency; document and maintain internal processes for core services. Ultimately, support the development, refinement, and implementation of new ESG services/products 

Maintain areas of expertise; continually build and maintain ESG subject-matter expertise across Framework’s service areas; monitor developments and emerging issues in the ESG space 

Thought leadership, marketing, and business development (10–15%)

Support business development activities, including the development of proposals, timelines, and budgets, and participate in pitch meetings with the support of the sales team

Contribute to Framework’s business development strategy; keep abreast of competitive landscape 

Develop thought-leadership content; assist in marketing efforts; network to elevate Framework’s brand and profile; build your own personal brand

Internal (10–15%)

Manage, coach, develop, and mentor team members; share knowledge and perspective with all colleagues. Oversee the professional development and well-being of analysts or consultants when assigned as manager. Promote employee’s demonstration of Framework’s values and positive external representation of the firm. Support team members’ ability to meet or exceed the requirements of their job descriptions, including compliance with firm policies and systems (e.g., timekeeping). Participate in performance conversations, and manage performance improvement plans, if required, with oversight from a leadership team member 

Contribute to the intellectual property of the firm, whether in terms of new products and services, better systems and processes, or other aspects of client service and business excellence

Internal Framework tasks, such as participating in recruiting or internal meeting attendance

Record time daily and update resource allocations weekly

Pitch in where needed to serve client objectives, support team members, and elevate Framework’s brand 

Experience

Bachelor’s degree required; Masters optional

Nine plus years of relevant professional experience in consultancy or private sector

Experience and comfort establishing and maintaining relationships with executives and senior client contacts; sound judgment, diplomacy, and the highest professional ethics and integrity

Experience working with large multinational corporations or professional services organizations in an account management or client service role preferred

Personal qualities

Enterprise mind-set: balance client needs with Framework’s business interests; understand and consider the implications of your decision-making on others and the firm; take initiative to meet firm objectives

Team leadership: High emotional intelligence; humility, comfort motivating and directing team collaboration; ability to provide, and receptive to, constructive feedback and guidance

Accountability: Complete high-quality work by all internal and external deadlines; follow through with all commitments (internal and external)

Effective communicator: Ability and demonstrated willingness to communicate with client contacts, team members, and firm principals with confidence, clarity, tact, and effectiveness. Ability to negotiate and navigate complex conversations with comfort, grace, diplomacy, and awareness

Adaptability: Flexible in the face of changing circumstances and client needs; ability to listen carefully and adapt accordingly

Well organized and detail-oriented: Self-motivated; ability to establish and maintain effective methods for organizing, tracking, and communicating information

Relationship builder: Establish and maintain positive and productive working relationships with colleagues and clients.

Thrive as a consultant: Comfortable in a fast-paced, changing environment with wide variety of work; ability to seek and provide clarity and work effectively in situations with significant ambiguity; comfortable with new situations; ability to understand and apply past experience to new ones; a fast learner

Model professionalism in written and oral communications, dress, and demeanor; integrate the firm’s culture in your behavior toward colleagues, clients, and external stakeholders; keep regular business hours; meet all deadlines (internal and external), even if it means working additional hours

Physical requirements: Ability to work in an office environment with moderate noise and sit or stand at a computer for extended periods of time. Ability to withstand the stress of traveling. Ability to work from home when required/needed.

Travel constitutes 5–10% of annual total time, as needed for client work and business development.

 

To apply for this position, please send your résumé and a cover letter detailing why you’re the best candidate for the position to Shalimar Azima, sazima@frameworkESG.com.

About FrameworkESG

FrameworkESG is a specialty consulting firm that seeks to accelerate the private sector’s progress toward more sustainable and equitable operating models. In the seventeen years we’ve been in business, we have been providing clients with data-driven insights and strategies to help reduce environmental, social, and governance risk; strengthen trust; and create long-term value for stakeholders.

We at FrameworkESG have built a culture in which our people help clients solve thorny problems and diverse challenges in a friendly, curious, and collaborative atmosphere. We are driven by an entrepreneurial spirit and reward hard work, dedication, responsiveness, and self-starters. It is crucial that you are a great teammate; Framework’s people value each other’s thinking and contributions no matter where they sit or where they stand.

FrameworkESG is committed to building a diverse, inclusive, and supportive team of dedicated, passionate professionals. We encourage all qualified candidates to apply.