Client Support Manager

Client Support Manager Priority Deadline: Sept 17th, 5p EST Who We Are Our mission is to help leaders working for social change build and run more equitable, sustainable, and results-driven organizations. Founded in 2006, we're now a 45+ person, $12 million, remote organization. We've helped shape the management and leadership practices of hundreds of influential organizations and tens of thousands of individual managers and staff, with a focus on social justice and educational equity organizations. Our clients work on critical issues like advocating for educational equity; promoting immigration reform; fighting for racial, economic, and gender justice; and protecting voting rights. We help them by providing coaching, training, and resources for the broader field. What You'll Do Managed by Erina Mitich, the VP of Client Support, the Client Support Manager is responsible for delivering a seamless, equitable, and consistent training experience for all participants, from registration through training completion. The Training Operations team manages the organization’s online registration platform and administers the full scope of training logistics, ensuring smooth coordination and strong integration across internal systems. Each year, the team supports more than 10,000 clients (also referred to as participants) registering for approximately 400 public training sessions, while also coordinating logistics for over 200 private trainings. The team ensures that the registration process for public trainings is intuitive and efficient, and that all training experiences are well-organized and executed without friction. In this role, you will focus on the following responsibilities: 1. Public training logistics - 70% Manage a high volume external-facing inbox, providing timely responses to all participant needs and inquiries (questions about the trainings, issues with the registration site, requests to transfer to different sessions). You'll need to navigate requests with an orientation toward problem-solving. Create and manage the training courses in our training registration system, Arlo. Process invoice requests, send unpaid order nudges. Manage a large volume of training participant and financial data using various software programs, such as Zoom, Salesforce (client relationship management platform) and Arlo (our training registration system). 2. In-house training logistics ~20% Provide logistics support for in-house trainings so that our trainers and participants have a seamless training experience from beginning to end. This includes scheduling trainer prep calls, pre- and post-training communications, supporting accommodation requests, keeping track of multiple moving pieces, and navigating last minute or complex requests. Ensuring trainers and participants have everything they need to set their training experience up for success. 3. Administrative tasks ~10% Ensure accurate entry and updates to participant information into our database (Salesforce) so that we can track our pipeline, impact, and progress towards goals. Answer the TMC main office phone line and navigate client questions and requests with a lens for problem-solving. Take on special projects to improve participant experience or streamline processes to make them more effective and efficient for the team and our clients. Specific things this person would be doing now Together with the VP of Client Support, planning the 2027 public training schedule, including pulling reports on pacing and attendance past years, looking for patterns, and making recommendations for the first three months of the year. Virtually supporting in-person open registration logistics for full-day Washington, DC, trainings. Participating in planning for the possibility of more in-person public trainings including site location, vendors, and timing. Managing a large volume inbox (~100 emails a week) responding to participant questions and issues. Who You Are Demonstrated Track Record of Advancing Racial and Gender Equity. You understand the impact of systemic and implicit biases and inequities related to race, gender, and other identities that can play out in workplaces. You proactively spot and center equity, justice, inclusion, and belonging in all aspects of the work, and can bring practical solutions by drawing on personal experience combating white supremacy, racism, and other interconnecting systems of oppression. You can name and grapple with how your own identities play out in the work. Strong Interpersonal and Relational Skills. You deeply empathize and anticipate others’ needs, interests, experiences and concerns. You are reflective, regularly reflecting on your own approach, as well as processes, projects, and past experiences, identifying what could have been done differently or better and what needs to change to improve future outcomes. You can proactively adjust standard communications and respond thoughtfully to questions as they come up- balancing empathy and flexibility with clear expectations and follow-through. When challenges arise, you name them directly and partner with colleagues to resolve them, giving constructive feedback up, down, and sideways, as needed. #J-18808-Ljbffr The Management Center