Client Support Manager

Client Support Manager

Priority Deadline: Sept 17th, 5p EST

The Management Center (TMC) is seeking a Client Support Manager on our Training Team! This person will play a key role in ensuring seamless, equitable, and efficient operations that serve as the backbone of our client engagements. We’re looking for candidates who are highly organized, passionate about details without losing sight of the people and impact behind the numbers, and energized by fast-paced, complex logistics that drive major impact for social justice movements. Above all, they thrive on making things run well.

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 in-box (~100 emails a week) responding to participant questions and issues.

Who You Are

To be successful in this role, you will contribute to our culture of excellence with heart. More specifically, you will have most of the following:

• 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. You can consistently communicate verbally and in writing in TMC’s voice and tone (empathetic, down-to-earth, and knowledgeable).
• Ability to Drive Work with Attention to Detail. You bring a passion for making things work well and thrive in juggling multiple, competing priorities across many deadlines without losing momentum. You are self driven and able to independently manage several projects at once - including those involving other teams or workstreams - while holding a high standard for accuracy, timeliness, and follow-up/follow-through. You pay close attention to the details without losing sight of the big picture. You set realistic deadlines and deliverables and hold yourself and others accountable to them. You hold vendors to high standards, too, giving direct feedback when performance falls short. You exhibit these qualities without succumbing to perfectionism or false urgency, and you don’t expect that of your colleagues, either!
• Strong Problem Solver And Rigorous Thinker. You anticipate and surface challenges, concerns, and opportunities. You troubleshoot problems, decipher unexpected results, and identify underlying issues to devise creative, pragmatic solutions. You tackle and resolve issues as they arise while also keeping an eye on long range solutions to mitigate future problems. You track patterns, and proactively investigate abnormalities or potential errors to ensure accuracy. You collaborate with stakeholders to solicit input and feedback, staying flexible and solutions-oriented as you propose fixes for problems of increasing complexity or scope. 
• Proven Data and Technology Skills. You have experience using databases and web-based systems to enter, review, or manage information accurately, and to run and review reports on training participants and financial data (you’ll work primarily in Arlo, but we don’t expect prior experience). You can interpret data beyond numbers to improve the participant experience, and understand how data systems support day-to-day operations. You’ve had some exposure to improving or helping shape data systems, even if you’re not the technical owner. You’re able to learn new tools quickly, search for solutions or workarounds, and troubleshoot basic issues as they come up. You use tech thoughtfully and purposefully without relying on it to replace clear communication or human connection.

Lastly, there are always opportunities to improve processes and special seasonal projects, however we also know that a big portion of this training operations role includes doing the same things every week. This role requires someone who thrives in high-routine environments, who finds satisfaction in structured processes, values steady execution over shifting priorities, and understands how critical back-end consistency is to the broader organization.

What Else You Should Know

We are an equal opportunity employer, are committed to racial and gender equity, and we make a particular effort to recruit candidates who identify as Black, Indigenous, people of color, and gender non-binary to apply for open positions. We also strive to ensure our hiring process, including the submission of the application, meets your needs. To submit an application to this post, you will need to upload a resume and answer a few questions (using open text and multiple choice answers). If there are accommodations that would help you in submitting the application, please email [email protected] . For accommodations needed during the interview process, we have a section to indicate this in the application (no need to email). 

This position can be based anywhere in the U.S. Please note that we do have multiple trainings throughout the week, which will require you to be logged in between 9 - 10:30 am ET (6 - 7:30 am PT) to support those trainings. We recognize that this may be an early start for folks in the Pacific and Central time zones. If you prefer to start your day later, you’re welcome to log off once the training begins and log back on later in the morning to continue your workday. It is a full time position, and may involve travel 1-2 times a year.

The salary range for this role is between $63, 246 - $83,270 with exact salary depending on experience. We aim to offer competitive salaries and benefits and are committed to equity, trust, and transparency in compensation. Basing compensation on someone’s willingness and ability to negotiate or on their prior salary leads to wide inequities and bias in how people are paid, particularly for groups experiencing historical oppression. Therefore, we do not ask for prior pay history from our candidates and our offer-making process is negotiation-free for salaries and benefits.  We determine the best possible salary offer based on relevant experience and extent to which candidates demonstrate the competencies for the role during the entire hiring process. TMC also uses our annual performance evaluation process at the end of each year to determine raises and promotions.    

We also offer excellent benefits, including (but not limited to):

• 90% of premiums covered by TMC for employees; 80% covered for spouses, domestic partners, and dependents
• Life and Long-Term disability insurance and an Employee Assistance Program at no cost to employees
• Option to enroll in pre-tax health and dependent care flex spending accounts
• We support staff and loved ones in times of financial hardship through an additional Hardship Fund that staff can access as a wage supplement.
• An additional 3.5% employer contribution to your retirement fund with no match required
• $100 per month stipend towards cell phone and internet
• Generous time off (including 4 weeks of paid vacation for full-time staff) and we close for 2 weeks at the end of the year.