The Marketing Services Relationship Advisor is a collaborative, detail-oriented professional who serves as a trusted partner to nonprofit clients using PG Calc’s marketing services. In this entry-level role, you will manage a defined portfolio of clients—guiding them through the planning, execution, and evaluation of planned giving marketing campaigns. 

Success in this role requires strong communication, organized execution, and a commitment to quality. You will coordinate closely with Relationship Managers, the Director, and internal creative teams to ensure every campaign is delivered accurately, on schedule, and aligned with each client’s strategic goals. 

Key Responsibilities 

Client Relationship Management (50%)

• Serve as the primary point of contact for a portfolio of Marketing Services clients. 
• Build trusted, long-term relationships through responsiveness, reliability, and thoughtful guidance. 
• Support clients in developing annual planned giving marketing plans in partnership with Relationship Managers and the Director. 
• Lead regular check-ins, campaign planning sessions, and post-campaign reviews to ensure alignment and continuous improvement. 

Project Oversight & Execution (35%)

• Oversee execution of multi-channel campaigns, including websites, email, direct mail, donor surveys, and print collateral. 
• Manage timelines, proofing cycles, branding compliance, production schedules, and delivery logistics. 
• Ensure work is completed on time, within scope, and to high quality standards. 
• Monitor campaign performance and provide clear reporting and insights to support data-informed decision-making. 

Collaboration & Coordination (15%)

• Act as liaison between clients and internal writers, designers, and developers to ensure smooth execution. 
• Clearly communicate client objectives, feedback, and expectations to internal teams. 
• Anticipate needs, resolve issues proactively, and support scheduling and capacity

Requirements

Desired Knowledge, Skills & Abilities:

• Bachelor’s degree and 1+ years of client-facing and/or project management experience. 
• Strong organizational skills with the ability to manage multiple priorities and shifting deadlines. 
• Demonstrated excellence in client service and structured project coordination. 
• Understanding of multi-channel marketing best practices and brand consistency. 
• Direct mail experience required. 
• High attention to detail, follow-through, and reporting accuracy. 
• Experience with Drupal CMS a plus. 

Job Requirements for Hybrid Work Environment:

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 
• Hybrid Work Commitment: Must be able to reliably commute to the Cambridge, MA office 2 days per week and meet in-person collaboration requirements as needed. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.    

An Equal Opportunity Employer 

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors. 

Foundation Source is seeking a Director of Product Support to design and scale a high-performing, data-driven support organization. This is a high-impact leadership role for a strategic builder — someone who approaches support as a system to be optimized, a source of product insight, and a driver of client experience. You will bring clarity to complexity, challenge existing approaches, and build the frameworks, metrics, and infrastructure that transform support into a measurable competitive advantage. 

Reporting to the VP of Product for Enterprise Solutions, you will lead a team of 3–5 support professionals and own the full lifecycle of product support — from triage and escalation design to KPIs, analytics, documentation, and tooling strategy. You’ll set direction, establish scalable processes, and use data to continuously improve outcomes for thousands of Private Foundation and Enterprise clients. 

Team Leadership & Organizational Development (35%)

• Build and lead a high-performing team of 3–5 support professionals, setting clear expectations, measurable outcomes, and defined paths for growth 
• Create a culture of accountability, analytical rigor, and proactive ownership — where team members look beyond resolution to root cause and systemic improvement 
• Design scalable team structures, onboarding frameworks, and capability development plans to support growth 
• Lead structured 1:1s, performance management, and operating rhythms that drive alignment, execution discipline, and continuous development 

Process Design & Operational Excellence (30%)

• Design and implement a scalable, end-to-end support operating model, including intake, triage, escalation, SLA governance, and resolution standards 
• Own Zendesk as a strategic platform — optimizing configuration, automation, integrations, and reporting to improve efficiency and insight generation 
• Build and maintain internal runbooks, escalation playbooks, and a customer-facing knowledge base that enables effective self-service and reduces friction 
• Continuously evaluate and evolve the support technology stack (Zendesk, Jira, Confluence, Salesforce, Slack), driving automation, integration, and workflow innovation 

Reporting, Analytics & Continuous Improvement (20%)

• Define and operationalize a KPI framework to measure performance, quality, and client impact (CSAT, response time, resolution time, escalation rates, deflection, trend analysis) 
• Develop dashboards and reporting cadences that surface actionable insights, emerging risks, and opportunities for improvement 
• Use data to identify systemic product and process gaps, influence prioritization, and lead measurable improvement initiatives 
• Present performance insights and forward-looking recommendations to senior leadership with clarity and strategic perspective 

Cross-Functional Partnership & Strategic Influence (10%)

• Act as the strategic interface between Support, Product, Engineering, and Client Services, ensuring clear escalation pathways and closed feedback loops 
• Translate recurring support signals into product insights that inform roadmap decisions and reduce defects 
• Partner with Client Services to define SLA standards, segmentation models, and escalation thresholds across client segments 
• Champion the voice of the customer, advocating for structural improvements that enhance scalability and reduce support burden 

Player/Coach Engagement (5%)

• Personally engage in complex or high-impact cases to maintain product fluency and client perspective 
• Use frontline exposure to identify gaps in documentation, tooling, and training, and translate them into scalable improvements 
• Model strong communication, analytical thinking, and ownership standards for the team 

Requirements

Must-Haves

• Proven builder. You’ve designed, rebuilt, or significantly scaled a support organization — turning ambiguity into structure and informal processes into disciplined, measurable systems. You consistently leave functions more scalable, efficient, and clearly defined than you found them. 
• Experienced leader. 7–10+ years in technical support, including 3–5+ years leading teams with direct accountability for performance, hiring, and development. You’ve operated across growth stages and know how to evolve structure, roles, and standards as complexity increases. 
• Zendesk expertise. Deep, hands-on experience configuring workflows, automations, macros, reporting, and integrations. You approach Zendesk as a strategic platform for operational leverage and insight — not just a ticketing system. 
• Analytical mindset. Strong command of KPI design, dashboarding, and trend analysis, with the ability to translate data into both immediate improvements and longer-term strategic recommendations. You naturally seek root causes and think in systems. 
• Segmented support strategy. Experience supporting both SMB and enterprise clients, with the ability to design differentiated SLA models, communication strategies, and escalation frameworks that align to client needs and expectations. 
• Executive communication. Clear, precise, and structured communicator across contexts — from high-stakes client interactions to internal documentation to executive-level presentations. 

Nice-to-Haves

• Relevant industry experience. Background in fintech, nonprofit technology, wealth management, or other regulated environments, with an understanding of compliance considerations and high-touch client expectations. 
• Knowledge systems design. Experience building and driving adoption of customer-facing knowledge bases and internal runbook ecosystems that improve resolution speed and reduce support friction. 
• Growth-stage SaaS exposure. Experience operating in scaling software environments (e.g., Series B–D), where resource constraints, experimentation, and prioritization discipline are critical. 
• Tooling ecosystem fluency. Working knowledge of Jira, Confluence, Salesforce, Slack, or similar tools, particularly in support-to-product workflows and cross-functional documentation systems. 
• Voice-of-the-Customer leadership. Experience designing or evolving CSAT or VoC programs that go beyond reporting to drive actionable insights and continuous improvement. 

Job Requirements for Remote Work Environment:

Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 

Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.    

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors. 

In this role, you will manage a defined portfolio of charitable and institutional clients, taking ownership of the full lifecycle of their charitable gift annuity annual filings. You will follow established processes to gather and review client data, prepare state-required forms, and ensure timely, accurate submission to regulatory agencies.

This position is well-suited for someone who takes pride in producing accurate work, enjoys working through structured processes, and values consistency and reliability. Success in this role comes from strong attention to detail, the ability to manage work independently, and a commitment to meeting important deadlines.

Key Responsibilities:

Client Portfolio Management (40%)

• Serve as a reliable point of contact for a portfolio of clients 
• Communicate clearly via phone, email, and Zoom to request required documentation and confirm filing needs 
• Guide clients through the process and ensure all required information is complete and accurate 
• Deliver consistent, professional, and responsive service 

Preparation & Filing of Regulatory Reports (40%)

• Gather and carefully review financial statements and supporting documentation 
• Prepare state-mandated annual and quarterly filings by following established procedures 
• Ensure accuracy, completeness, and compliance with state requirements 
• Submit filings through appropriate channels (mail, email, and online portals) while tracking deadlines 

Workflow & Process Management (10%)

• Maintain organized, up-to-date project records in Hive 
• Follow defined workflows and update project status regularly 
• Ensure all documentation is properly recorded and archived 

Training & Continuous Learning (10%)

• Participate in regular team meetings to review project status and priorities 
• Follow standard operating procedures (SOPs) and utilize recorded trainings 
• Build expertise in regulatory requirements and internal processes over time

Requirements

Desired Knowledge, Skills & Abilities:

• Strong attention to detail and a commitment to accuracy
• Ability to follow established processes and work independently with minimal oversight
• Strong organizational skills and the ability to manage multiple deadlines consistently
• Comfort working with structured, deadline-driven work
• Clear and professional communication skills
• Proficiency in Microsoft Office (Word, Excel, SharePoint)
• Experience working with PDFs and document editing tools
• Familiarity with Hive or similar project management tools is a plus

Job Requirements for Hybrid Work Environment:

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.
• Hybrid Work Commitment: Must be able to reliably commute to the Cambridge, MA office 2 days per week and meet in-person collaboration requirements as needed.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.   

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

As a Philanthropic Director, you will be a subject matter expert and thought leader in grantmaking and philanthropic governance and operations, providing advisory support to enhance and improve our 2300+ clients’ giving experiences. You are relied upon for your extensive experience and expertise in private foundations and stature in the philanthropic sector to positively contribute to Foundation Source’s reputation among our centers of influence. A highly effective, motivating and persuasive communicator who can deliver time sensitive, detailed work quickly, correctly and efficiently across a broad spectrum of foundations, families, and boards.  

Key Responsibilities  

Client and Internal Interaction and Collaboration (35%)  

• Serve as SME on grantmaking and operational philanthropic matters with client services team    
• Help guide clients on mission and programmatic direction, succession planning, next generation involvement, board meeting facilitation, governance, strategic grantmaking, and program implementation via email, phone, videoconference and in-person meetings   
• Partner with senior PAS team members on client discovery calls and in creating client foundation strategies (e.g., program development, board transition, grantmaking practices, engaging next generation, communications)   
• Communicate with clients and collaborate with internal teams to build, customize, and improve grantmaking tools (e.g., application forms and outcomes reports) and develop foundation communication plans, including website content  

Team Operations (30%)  

• Project manager, key point of contact and coordinator of PAS team information, including internal and external team activity and content, to advance the work of our teams to meet goals and deadlines. This may include but not be limited to:  
• PAS proposal and collateral content development, tracking, and distribution    
• Building internal and client-facing presentations    
• PAS revenue tracking and reporting   
• Tracking pipeline of PAS sales opportunities   
• Managing inbound case requests to PAS team via Salesforce   
• Provide up-to-date nonprofit sector information and news    
• Align team guidance with other internal teams (Legal Services, Accounting, etc.)   

Business Development and Outreach (35%)  

• Serve as a resource for Sales by participating in prospect calls, showcasing philanthropic expertise, partnering with senior PAS team members to develop pricing recommendations, and authoring customized PAS proposals for prospects   
• Serve as a resource for Marketing by developing, designing, and delivering content (webinars, blog posts, case studies/client success stories, etc.) to support philanthropic interests of our clients and prospects  

Requirements

The PD must have strong skills in philanthropic strategy and be comfortable as a highly visible advisor working with UHNW individuals and families, wealth advisors, attorneys, and foundation leadership. Sales experience is not a requirement; however, the PD will be expected to intelligently articulate Foundation Source’s range of services and value proposition. The PD must also have excellent interpersonal skills that enable them to work across a broad spectrum of clients with different priorities, interests, and values. Fundraising experience alone is not sufficient to be considered for this role.  

• Grantmaking experience at a private foundation required  
• 7-10+ years of experience in philanthropic/nonprofit/international development/social sectors with at least 7 of those in the philanthropic sector    
• Strong skills in philanthropic strategy, program design, foundation administration, compliance, and grantmaking.   
• Experience advising or consulting UHNW clientele, attorneys and foundation leadership teams.   
• Exceptionally adept at conveying ideas clearly, effectively, and persuasively through verbal and written channels, including creating and delivering compelling presentations.   
• Proficient in MS Office Suite (Word, Excel, PowerPoint, and Outlook), Salesforce, Slack, Zoom, and Teams   
• Ability to travel without restriction for up to 10%    
• Knowledge of corporate philanthropy preferred.    
• Advanced degree in a related field preferred   

Job Requirements for Remote Work Environment:

Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 

Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 

Travel: Ability to travel without restriction for up to 10%   

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.   

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.