Client Support Manager

The Management Center • ,

1d • $66,227 - $87,194 • Remote

About The Position

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.

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.

Requirements

• 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.
• 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.

Responsibilities

• 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).
• 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.
• 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.
• 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.

Benefits

• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed