Rebecca Straley

About Rebecca Straley

With over 10 years of experience in client services, I am passionate about providing excellent support and solutions to political campaigns and organizations. My mission is to enable our clients to achieve their goals and make a positive impact on democracy and society. As the Director of Client Services at NGP VAN, I oversee a large, diverse, and unionized team that supports all of our clients under the NGP VAN brand, which accounts for more than half of our company\'s revenue.In my current role, I manage the intake and resolution of 67% of all client cases, coordinate and streamline our incident response communications, and assess metrics on staff capacity and performance. I also maintain and expand relationships with our enterprise clients, who use our voter contact tools, political fundraising, and compliance solutions. I have successfully handled complex and high-stakes situations, such as the 2020 and 2024 US presidential elections, and ensured client satisfaction and retention. I have also contributed to the growth and development of my team, as well as the company\'s culture and values.

Experience

1. Director of Client Services, Ngp Van

   Ngp Van

   Jan 2021 — Present · Somerville, MA, US

   Oversees 67% of all client cases to our team to ensure successful client outcomes across three products-Manage a team of 20, including two Associate Directors and a Manager, who support all of our clients under the NGP VAN brand. These clients utilize our voter contact tools, political fundraising, and compliance with federal, state, and local campaign finance laws-Coordinate and streamline our incident response communications for clients. Directly handle approximately 90% of all incident response communications across the NGP VAN and EveryAction brands. Recently seen an increase in positive feedback for the new response approach-Assess metrics on current staff capacity to intake support tickets and create projections for future staffing needs during the high growth period-Coordinate with internal stakeholders to ensure the Client Services team and clients are adequately prepared for upcoming new feature releases-Project manage complex client issues and need to ensure a successful outcome for clients and company-Handle escalated support issues from the team to assist in more technically complicated issues.

Education

• Duke University - The Fuqua School of Business

  Master of Business Administration - MBA

  2022

• Wellesley College

  Bachelor of Arts (BA), Political Science and Government and Classical Civilization

  2010 — 2014