Boys & Girls Clubs of America

  • Director Client Success

    Posted Date 2 weeks ago(4/9/2018 12:30 PM)
    Job ID
    2018-3071
    Category
    Planning & Measurement
    Location
    Atlanta, GA
  • Overview

    Under the limited direction of the National Director, Product Management, the Director of Client Success is responsible for leading the training and support of 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 Director of Client Success will develop, implement and manage the training and support strategy for the new system by working closely with Clubs to understand their needs. The Director of Client Success will promote maximum value from their investment in MyClubHub, aiming for maximum adoption and utilization of features, identifying new opportunities, and collaborating with BGCA, Clubs and the software vendor to ensure successful system adoption across the network of Boys & Girls Clubs.

    Responsibilities

    Essential Functions

    • Collaborate with BGCA leadership and Clubs to develop a training and support plan 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

    Product Management/Technology

    • Support the planning, design, building, testing and deployment phases for MyClubHub
    • Develop business requirements for MyClubHub based on feedback from training and utilizing support analytics
    • Participate in the prioritization of features based on training and support analytics
    • 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

    System Implementation and Rollout

    • Develop and execute a strategy to train Clubs on MyClubHub during implementation and ongoing operations
    • Develop and execute a strategy to support Clubs during implementation and ongoing and operations
    • Collaborate with external software vendor to execute on training and support strategy
    • Create training, tools and turnkey resources to help Clubs prepare for data migration
    • Create training, tools and turnkey resources to help Clubs utilize the new system
    • Promote and deliver training to Clubs through many different channels
    • Provide proactive on-going consultation and technical assistance to Clubs

    Management & Operations

    • Build and lead a team of training and support staff to provide high quality ongoing training and support to Clubs
    • Lead the development and implementation of all projects involving Club training and support, ensuring all deliverables have met or exceed expectations
    • Develop and manage process flows and procedures for delivery of data and reports on training and 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 Product Manager
    • 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 Excercised

    • Responsible for payroll function and for performance management, coaching, and supervising the work of the Payroll Accountant.

    Environmental & Working Conditions

    • Normal internal working environment
    • Approximately 35% 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.

    Qualifications

    Education and 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 implementation of data systems
    • Experience with designing training strategies for software applications a must
    • Experience with building a support team is preferred
    • Experience leading implementation of data systems across independent entities (independent organizations, school districts, state systems, etc.) is preferred

    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

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