Client Success Manager - Women's Program

Description

Job Title: Client Success Manager – Women's Program (Knightdale Campus)

Reports to: Manager of Client and Team Success, Asst. Campus Director & Campus Director

Schedule: M-F between the hours of 7am - 6pm * Full-Time non-exempt

Must work 1 weekend (Sat & Sun) every 4 weeks.

Organization Mission & Culture

Raleigh Rescue Mission (RRM) believes every role is a Christian ministry and every team member is essential. All team members are expected to have a personal relationship with Jesus Christ, affirm our Statement of Faith, and live out our Core Values of compassion, prayer, collaboration, excellence, and development. We seek humble, adaptable individuals who are committed to faithful, excellent service in both work and life.

The Client Success/Case Manager

—-must be a servant-leader that is committed to working with clients to create a success plan so they can become self-sustaining.

Please review our “New life Plan” at

Essential Job Functions

• Complete the initial assessment conversations to understand client situation and perform initial goal setting.
• Lead onboarding process for new clients.
• Work with client and CSM team to create and update their Client Success Plan with clear goals and target dates.
• Meet with each client weekly to develop and follow-up on specific goals towards progression of their Client Success Plan.
• Connect clients to internal and external resources to aid in achieving their goals.
• Check-in briefly with all assigned clients daily.
• Provide immediate feedback to clients to recognize positive behavior and/or to address behavior that does not align to the expectations.
• Encourage and engage clients with a Christ-centered approach by following the CARE model.
• Recognize and plan for potential obstacles for clients.
• Independently execute tasks, proactively identifying and solving client issues, and escalating when appropriate.
• Build a pipeline and recruit new clients.

We are “ Changing the World for Good ” one person at a time.

Raleigh Rescue Mission Statement

Living out the love of Jesus Christ, we equip individuals experiencing homelessness to live into their unique purpose.

This job description is not intended to be a complete statement of all duties and responsibilities. It is subject to change at any time.

Requirements

Education & Experience

• Strong interpersonal skills: coaching, motivational interviewing, and accountability.
• De-escalation and conflict resolution skills; calm under pressure.
• Strong organization, documentation, and data entry; attention to detail.
• Clear communication (verbal and written) and dependable follow-through.
• Basic proficiency with Microsoft Office and willingness to learn Mission systems.
• High school diploma required; bachelor’s degree in social or health services preferred.
• 3+ years’ experience in case management, coaching, training, or client support roles.
• Experience with goal setting, goal tracking, and holding others accountable.
• Valid NC driver’s license and ability to pass an MVR check; willingness to drive a 12-passenger van as needed.

Physical Requirements

• Ability to lift up to 50 lbs.
• Ability to sit, stand, walk, and work on a computer for extended periods.
• Ability to use hands/arms to assist clients as appropriate; ability to kneel, squat, stoop, and bend.
• Ability to drive clients to appointments/offsite events as needed.

Work Environment & Schedule:

• Work onsite indoors/outdoors and potentially in inclement weather.
• Residential setting may include adverse conditions that require assistance (e.g., flooding from plumbing failure, outbreak of illness).
• Environment may have a high noise level.
• Typical work week: 45+ hours, generally between 7:00 a.m. – 6:00 p.m. (schedule varies).
• Work one weekend every 4 weeks and 3 holidays per year.