Mgr Client Support

Overview

Join Our Team as Manager Client Support!

Imagine a place where who you are, where you're from or the circumstances that surround you don’t determine your access to experiences or opportunities. Now imagine a mission, created to enable all young people, especially those who need us most, to reach their full potential as productive, caring, responsible citizens. The Boys & Girls Clubs are making that vision a reality in your community and communities around the world. 

Click here, Working At BGCA, to hear from our President and CEO, Jim Clark, about what makes working at Boys & Girls Club of America (BGCA) so special.

About Us:

At Boys & Girls Clubs of America, we're more than an organization; we're a community dedicated to transforming lives. Our mission is to empower young people, especially those who need us most, to reach their full potential as productive, caring, and responsible citizens. Our HR Mission is to support the success of our employees and strengthen BGCA, while our HR Vision is to attract, develop, recognize, and retain talent, fostering a people-first culture that empowers growth, inclusion, and engagement.

JOB SUMMARY

Under the limited direction of the Director, MyClubHub, the Manager of Client Support is responsible for leading the support of organizations using MyClubHub across the national network of Boys & Girls Clubs. This includes ensuring high utilization of the system and high satisfaction with training and ongoing support. The Manager of Client Support will develop, implement and manage the support strategy for the system by working closely with Clubs to understand their needs. The Manager of Client Support will promote maximum value from their investment in MyClubHub, aiming for maximum adoption and utilization of features, persistent client retention, and collaboration with BGCA, Clubs and the software vendor to ensure successful system adoption across the network of Boys & Girls Clubs

LOCATION- REMOTE

Responsibilities

ESSENTIAL FUNCTIONS

• Collaborate with BGCA leadership and Clubs to develop support strategy for the MyClubHub system
• Provide interactive opportunities for best practices sharing and learning among Club data leaders
• Manage communities of practice across the network of Boys & Girls Clubs to promote information and best practice sharing
• Establish a trusted advisor relationship that works to ensure Club’s overall satisfaction with MyClubHub and our support and training services
• Respond to inbound support requests with positivity and user empathy
• Help ensure the team meets responsiveness SLAs to give clients a great customer experience
• Assist the team in the creation of accounts to onboard new clients and expand our network of supporters
• Update Help Desk articles as needed to make content match recent product releases and allow clients to find the information they need quickly

Product Management/Technology

• Support the testing and support phases for MyClubHub
• Ensure proper systems are in place to support all users
• Utilize technology to deliver cost effective training solutions
• Identify and manage cost effective technologies that support communities of practice
• Facilitate user testing with production system users

System Implementation and Rollout

• Refine and execute a strategy to support current users of MyClubHub
• Refine and execute a strategy to support Clubs during ongoing operations
• Collaborate with external software vendor to execute on support strategy
• Support creation of training, tools and turnkey resources to help Clubs utilize the system fully
• Promote and deliver training to Clubs through many different channels
• Provide proactive on-going consultation and technical assistance to Clubs
• Manage technology ticketing system
• Coordinate responsiveness to customer tickets, achieving, on average, 1 hour rate of first response and 48 hour resolution for pilot users.

Management & Operations

• Manage product support team to provide high quality ongoing support to Clubs
• Develop and manage process flows and procedures for delivery of data and reports on support
• Manage helpdesk staff; allocate resources to projects
• Uncover and mitigate risks that threaten users’ growth and satisfaction; create and execute risk mitigation plans

ADDITIONAL RESPONSIBILITIES

• Participate on cross-functional project teams, as required
• Perform other duties as assigned by the Director, MyClubHub
• Demonstrate BGCA mission driven values of integrity, excellence and inclusion and integrate into work environment and ways of work
• Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy and elsewhere

SUPERVISION EXERCISED 

• Responsible for MyClubHub product support function and for performance management, coaching, and supervising the work of Product Support team members. 

Qualifications

EDUCATION & EXPERIENCE  

• Bachelor’s degree required. Advanced degree(s) in related areas preferred 
• Minimum of ten years of experience, including five years with team management responsibilities that include support of data systems 
• Experience with building a support team is preferred 
• Experience leading support of data systems across independent entities (independent organizations, school districts, state systems, etc.) is preferred 
• Salesforce Administrator certificate preferred 
• Minimum 2 years’ experience implementing and managing complex relational databases required 
• Knowledge of SQL reporting required 

SKILLS & ABILITIES 

• Breaks down projects into tasks, develops schedules, makes assignments; organizes people and activities 
• Possesses the functional and technical knowledge and skills to perform the job with a high level of accomplishment 
• Is able to look at data, analyze data, make it tell a story related to business need, and create action as a result  
• Is knowledgeable about policies, practices, trends, competition, technology and information affecting the business and the organization

ENVIRONMENTAL & WORKING CONDITIONS

• Normal internal working environment.  
• Approximately 5% travel.  
• The individual selected for this position must possess and maintain a valid driver’s license and be able to navigate areas of the country by using a map or other direction methods.