Boys & Girls Clubs of America

  • Regional Client Success Specialist

    Posted Date 3 weeks ago(10/24/2018 11:32 AM)
    Job ID
    2018-3319
    Category
    Planning & Measurement
    Location
    Atlanta, GA
    Region/State
    Georgia
  • Overview

    Boys & Girls Clubs of America named "One of the Best Nonprofits to Work for in 2017" Indeed.com

    Boys & Girls Clubs of America is the nation's premier youth development organization. Our programs, training and services impact nearly 4 million children and teens every year. We are always looking for qualified professionals with a passion for improving young lives as a member of our national staff We have strong values, embrace diversity and offer great benefits to allow our employees to maintain work/life balance.

     

    Under the direction of the Client Success Director, the Regional Client Success Specialist is responsible for guiding Clubs through their transition from their present-day club management systems to MyClubHub. This includes but is not limited to the leading of Clubs through a pre-defined multi-week implementation plan, user training, system customizations and data conversions. Support may also include on-site visits. The Regional Client Success Specialist will also share responsibility with peers to provide ongoing client support and consulting to Clubs to ensure the maximum benefit from MyClubHub.

    Responsibilities

    DUTIES AND RESPONSIBILITIES


    Implementation Support
    • Facilitate client meetings to set expectations, answer questions and communicate process and data requirements for Clubs.
    • Manage, review and provide feedback for Clubs on required implementation documentation.
    • Support Clubs in their completion of required documentation (i.e. assessments, migration mapping)
    • Host weekly task/accountability meetings with org. points of contact and weekly training sessions for cohort participants
    • Manage organization progress and make recommendations if/when an organization needs more time to prepare
    • Identify ways to improve the implementation processes in order to improve efficiency and effectiveness over time.

     

    Training Development & Facilitation
    • Develop training modules in a variety of modalities to support training of youth development professionals and managers
    • Use content creation software to create and/or edit training
    • Facilitate virtual and in-person training opportunities for audiences ranging approximately 1- 200 participants.
    • Track training in prescribed technology platform
    • Follow-up with local clubs and organizations on training gaps


    Ongoing Client Support
    • Respond to and resolve product or service problems by clarifying the customer's question/complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
    • Recommend potential business practices by collecting customer information and analyzing customer needs
    • Manage large amounts of incoming calls and document support in prescribed technology platform
    • Build sustainable relationships of trust with clubs through open and interactive communication

     

    Other
    • Participate on cross-functional project teams, as required
    • Perform other duties as assigned by the Client Success Director
    • 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

    Qualifications

    EDUCATION AND EXPERIENCE


    • Bachelor’s degree required.
    • Minimum of 3 years of experience in training, implementation, and/or support

     

    SKILLS


    1. Technical Skills
    • Solid understanding of relational databases and data best practices
    • Experience with Salesforce a plus
    • Experience with iMIS a plus
    • Experience in Articulate 360 or other content creation software a plus
    • Advanced proficiency in MS Office, especially Excel

     

    2. Plans, Organizes, and Manages Time Effectively
    • Figures out the simplest processes necessary to get things done
    • Orchestrates multiple activities to accomplish a goal
    • Scopes out projects accurately
    • Breaks down projects into tasks, develops schedules, makes assignments; organizes people and activities

     

    3. Creates an Approachable Environment
    • Possesses a sense of humor
    • Is sensitive to and patient with the anxieties of others, particularly related to data
    • Practices attentive and active listening

     

    4. Demonstrates Intelligence and Perspective
    • Is bright, intelligent, sharp, capable and agile
    • Deals with concepts and complexity comfortably
    • Learns quickly when facing new problems
    • Is open to change; enjoys the challenge of the unfamiliar work

     

    5. Deals with Ambiguity
    • Shifts gears with ease
    • Can act without having all the information at hand
    • Handles risk and uncertainty

     

    6. Demonstrates Confidence and Credibility
    • Enjoys leading teams and projects
    • Sets strong but flexible standards
    • Takes personal responsibility

     

    7. Consults
    • Makes self-available for consultation to individuals/organizations
    • Helps the client look past surface issues to get to root causes
    • Offers relevant tools, information, and recommendations to cover gaps in client skills/knowledge
    • Offers deliverables and brings issues to closure in a timely fashion

     

    8. Designs Work Systems
    • Committed to continuous improvement through management by data
    • Is open to suggestions and experimentation
    • Creates a learning environment leading to efficient and effective work processes

     

    9. Priority Setting
    • Spends time on what is most important
    • Quickly zeros in on the critical few and put the trivial aside
    • Can quickly sense what will help or hinder accomplishing a goal
    • Eliminate roadblocks and creates focus

     

    10. Customer Focus
    • Is dedicated to meeting the expectations and requirement of customers
    • Gets first hand customer information and uses it for improvements in products and services
    • Acts with customers in mind
    • Establishes and maintains effective relationships with customers
    • Gains customers’ trust and respect


    ENVIRONMENTAL & WORKING CONDITIONS

    Normal internal office environment. Physical and Mental Requirements: High energy level, comfortable performing multi-faceted projects in conjunction with day-to day activities, good reasoning abilities, sound judgment and the ability to work under time pressures. Physical requirements include sight, hearing, sitting for more than four hours a day and other physical requirements required performing the essential functions in this position.

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