Business Relationship Manager – Digital

National MS Society

United States

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Who We Are

Position Summary

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

Who We Are Searching For

As a member of the Society team, you’ll work in an environment that values collaboration, innovation, diverse perspectives, and most of all a relentless resolve so people with MS can live their best lives.

Position Summary

The Business Relationship Manager (BRM) – Digital is a, AVP level, strategic role responsible for stimulating, surfacing, and shaping technology demand for the Society’s digital needs (e.g., web, mobile app, social, digital communications, virtual meetings/events/collaboration). The objective of this role is to ensure the Society is maximizing value by capturing, optimizing, recognizing, and prioritizing the technology projects that will offer the greatest value and responding accordingly. This role is critical for maximizing value through technology solutions that serve over 800 staff members in 40+ offices around the United States, thousands of volunteers and tens of thousands of people living with MS.

The BRM partners with leaders both inside and outside of the Society Technology department to collaborate and ensure meaningful results from strategic initiatives. This role understands and represents the needs of the digital capability within the context of the broader technology capability teams. They proactively sense and anticipate changes affecting strategy in the environment landscape including organizational improvements, technological advancements, and evolving organization needs. This role drives and ensures results across their capability area as well as the broader technology department. In addition to supporting the digital stakeholders, the BRM will consult and provide input to building and maturing the relationship management function within the Technology department.

The BRM – Digital will lead a team of Technical Product Managers and Business Analyst and partner with Project Management, Engineering, and Technology Operations subject matter experts to deliver and track identified value generating initiatives, projects, and enhancements.

Essential Functions/Responsibility

Defining Capability Area Goals, Plans & Needs – 25%

  • Develops & maintains understanding of Society digital goals, plans, and key performance indicators
  • Develops and maintains understanding of digital key challenges and issues
  • Develops and maintains understanding of digital demand, facilitates clarity in terms of business needs, general requirements, and possible solutions
  • Works cross-functionally and collaborates across capability areas to optimize technology solutions for the greatest value and benefit to the Society
  • Works closely with departments and portfolio management on intake and demand management

Relationship & Solution Delivery Management 25%

  • Builds relationships with Society leaders and staff within the digital capability area regarding technology needs and priorities
  • Serves as a liaison and point of contact for Technology department needs and solutions
  • Leads projects through concept and planning
  • Monitors projects from design through close phase
  • Consults on business case development
  • Oversees and removes obstacles for projects in the digital portfolio
  • Oversees strategic application portfolio and lifecycle for digital applications and solutions
  • Manages and oversees vendor relationships for digital capability area
  • Solicits and responds to customer service complaints and issues, facilitates resolution, and captures compliments as well as complaints
  • Facilitates continuous improvement in service delivery
  • Partners with business case owner and portfolio management on external project resource needs

Demand Management 25%

  • Engages Technology team members as needed for discovery of customer needs, support development of project intake requests, and facilitate stakeholder alignment of improvement opportunities
  • Facilitates clarity on needs and possible solutions
  • Provides transparency in terms of technology’s capabilities and bandwidth given Society-wide priorities
  • Provides guidance on needs and initiatives to move forward, pause, or not pursue

Team & Functional Leadership 20%

  • Provides direct leadership and performance management for the Digital capability team of Technical Product Managers and Business Analysts
  • Provides indirect leadership for technical resources including project management, engineering, technology operations and technology organizational change management
  • Collaborates with BRM peers and Technology leadership and provides hands on continuous improvement to the relationship management function within Technology

Market and Volunteer Engagement – 5%

  • Support local market, including but not limited to attending market meetings
  • Actively participate in local market events as a participant and/or volunteer


Minimum Qualifications

Minimum Education: Bachelors Degree

Preferred Degree: Computer Science, Business Administration, Finance

In lieu of a degree must haves: 10+ years in a related field with at least 5 years working in project delivery

Professional License/Certifications Required

  • Business Relationship Management Professional (BRMP) is a plus
  • Project Management certification is a plus
  • Prosci’s ADKAR certification is a plus

Languages Required: English

Minimum Experience/Skills/Competencies

  • Bachelor’s Degree in Computer Science, Business Administration, or equivalent work experience
  • At least 5 years in a supervisory role, preferably leading technical project delivery professionals in the Martech space
  • Strong client service, leadership, and project management skills are essential
  • Process-oriented design
  • Strategic Planning
  • Background in relationship management strongly preferred
  • Highly effective presentation, documentation, interpersonal, and leadership skills with a team-oriented approach are necessary
  • Ability to prioritize and handle multiple tasks in a dynamic environment is essential
  • MBA preferred but not required

Technical/Other Requirements

  • Meaningful experience in at least 4 of the following areas:
    • Website design, build, and/or ongoing operations (e-commerce or non-profit especially desirable)
    • Mobile App design, build, and/or ongoing operations (e-commerce or non-profit especially desirable)
    • Search Engine Optimization
    • Constituent Relationship Management (CRM; strong preference for Salesforce)
    • Web Analytics
    • Social Media Management
    • Email Marketing (strong preference for Salesforce Marketing Cloud)
    • Communication Cha
      nnel Strategy/Implementation
    • Content Management Systems Virtual Collaboration/Meetings/Events
  • Non-profit experience is a plus
  • Position may require travel up to 10% of the time


You will have the opportunity for a highly competitive, comprehensive benefit package that the Society provides to employees. Your benefits include a considerable Paid Time Off Plan; Paid Holidays; 401k Retirement Savings Plan with Society match; Educational Reimbursement Plan; Professional Development Assistance; Commuter Benefit Plan; Comprehensive Health & Welfare benefits including Medical, Dental, Vision, Flex Spending Accounts, Life Insurance, Disability Coverage, Life Assistance Plan as well as additional voluntary benefit offerings. We value continuous learning and support your professional development through a Professional Development Assistance plan. You will join an incredible mission focused team of people!


Estimated hiring compensation range for this role is $115,000- $132,000 based on an average compensation schedule. Final offers will be based on candidate geographic location and consider career experience and may vary from this range due to these and other factors.

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

All offers of employment are contingent upon the candidate showing proof of being fully vaccinated against COVID-19 (with a COVID-19 FDA-approved vaccine or a COVID-19 vaccine granted Emergency Use Authorization) by the date of hire. A candidate is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single dose vaccine (Johnson & Johnson/Janssen) or as defined by the Centers for Disease Control and Prevention. Candidates unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.