Mgr Client Support

Manager Client Support

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.

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

System Implementation and Rollout

Management & Operations

ADDITIONAL RESPONSIBILITIES

SUPERVISION EXERCISED

Qualifications

EDUCATION & EXPERIENCE

SKILLS & ABILITIES

ENVIRONMENTAL & WORKING CONDITIONS