Support Manager

Role Purpose: The Support Manager provides essential executive assistance to the VP of Coaching Services and comprehensive operational support to the team of coaches. This role is critical for ensuring the smooth execution of business development efforts, client engagement, contract fulfillment, and administrative tasks. The Support Manager collaborates closely with sales, marketing, and operations teams while also supporting the coaching team to ensure efficiency across all engagements. This position reports directly to the VP of Coaching Services and has a dotted line reporting to the VP of HR and Operations to support team and organizational needs.

Key Responsibilities:
Executive and Administrative Support: As an executive assistant (EA) to the VP of Coaching Services, the Support Manager handles administrative tasks including travel arrangements, expense management, scheduling, and coordinating team meetings. They ensure the VP is fully supported, allowing them to focus on leadership and business development.

Collaboration on Business Development and Pipeline Management: In collaboration with marketing, sales, and account managers, the Support Manager helps track leads, support outreach efforts, and manage the sales pipeline in HubSpot. They assist with client renewals, ensuring timely follow-up and tracking progress through HubSpot. While they play a key role in pipeline management and reporting, they do not engage in direct sales activities. Instead, they assist in coordinating partner planning meetings, tracking key account development, and creating enterprise engagement reports with account managers.

Client Engagement, Onboarding, and Scheduling: The Support Manager ensures a seamless client experience by overseeing contract fulfillment, client onboarding, and scheduling. This includes managing all client-related administrative steps in HubSpot and Coach Accountable to track progress, coordinate engagements, and ensure all contractual obligations are met. Additionally, they handle all scheduling for 1:1 and team coaching sessions, ensuring effective communication and a smooth client journey.

Administrative Support for Coaches: The Support Manager provides ongoing administrative support to the coaching team, including tracking client engagement and progress, gathering key data for client success metrics, and preparing reports. They handle the logistics of coaching engagements, allowing coaches to focus on client relationships. In addition, they work with the marketing and sales teams to support joint business development efforts and align on key initiatives.

Collaboration with Marketing, Sales, and Operations Teams: The Support Manager works closely with marketing, sales, and operations to align on key initiatives and account strategies. They collaborate with the operations team to ensure smooth execution of coaching engagements and communicate the needs of the coaching team, contributing to overall operational efficiency.

System Management: The Support Manager ensures accurate use of HubSpot and Coach Accountable for managing client data, monitoring engagements, tracking renewals, and generating necessary reports. They maintain data accuracy and contribute to efficient business development and team operations by keeping systems up to date and streamlined.

Desired Skills and Qualifications:
Interpersonal Skills
• Effectively communicates, builds rapport, and relates well to diverse groups of people.
• Accepts and gives constructive feedback and asks questions with grace.
• Acts as a team player and is willing to assist others with overflow, special projects, and day-to-day tasks.
• Accepts responsibility and takes ownership of mistakes.
• Self-starter, enthusiastic ability to work in a highly relational environment.
• Ability to work independently with little daily supervision.
• Ability to multitask with accuracy and work effectively in a fast-paced environment with deadlines.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with clients and coworkers.

Education and/or Experience:
Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.

Computer Skills:
Job requires specialized computer skills. Must be adept at using HubSpot (training provided), Outlook, Microsoft Office, CoachAccountable (training provided), Excel, report writing, project management, and presentation creation/editing.