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Client Services & Training Manager

The Pivot Group

The Pivot Group

Customer Service
Posted on Tuesday, June 18, 2024

Client Services & Training Manager

Pivot seeks a Client Services and Training Manager to support our Client Services Department. This is an exempt position reporting to our Chief of Staff and has no direct reports.

The Client Services and Training Manager works in conjunction with the Chief of Staff to design and develop training programs for our temporary staff. In addition the CS and Training Manager also supports our CS Department by managing team deadlines, scheduling, monitoring mail delivery, and keeping projects moving in a timely manner. Ideal candidates care deeply about Democratic politics and are committed to getting results in a fast- paced environment.

The nature of our business requires long hours and frequent weekend work during the election cycle.

Internal Training Coordination

  • Collaborate with internal stakeholders to identify training needs and objectives for election cycle.
  • In coordination with the Chief of Staff and Operations Team design and develop training programs and materials that align with firm goals.
  • Ensure training content is engaging, effective, and tailored to the needs of different teams.
  • Facilitate training sessions for internal staff, ensuring a dynamic and interactive learning experience.
  • Customize training delivery methods to accommodate various learning styles and preferences.
  • Provide ongoing support and guidance to participants during and after training sessions.
  • Research and recommend ways to increase cross-department communication and collaboration.
  • Gather feedback from participants to continuously improve training programs.
  • Analyze training effectiveness and adjust content or delivery methods accordingly.

Client Management

  • Assist client with projects to be value-add to their team.
  • Work with client to develop mail strategy based on overall campaign messaging.
  • Ensure written communication aligns with messaging goals and other forms of communication.
  • Be a thought partner with Pivot leadership, and other Pivot teams on strategic decisions and creative development.
  • Ensure clients are aware of project timelines and important updates.
  • Update budgets as timelines, universes, or client needs change.

Project Management

  • Develop and maintain comprehensive plans, including timeline and budget, to ensure successful product delivery.
  • Define and implement quality standards and ensure that deliverables meet or exceed these standards.
  • Coordinate with internal departments to ensure processes are being adhered to, and projects are understandable for all.
  • Coordinate with Pivot’s Creative, Targeting, and Production departments to create the best possible products.

Mail Program Development and Content Creation

  • Assist in the creation of campaign mail plans and budgets in coordination with data and creative departments Responsible for driving mail plan processes from beginning to end
  • Write concepts and copy that maintain client messaging goals.
  • Manage and incorporate client edits and feedback into mail pieces and other products.
  • Collaborate with Data department to ensure mail is going to best possible targets within budget constraints.
  • Oversee quality control of internal and external outputs to ensure the production of error-free programs.

APPROACHES

  • Manages a high volume of work with efficiency: Able to juggle competing demands and prioritize without sacrificing quality.
  • Training Development: Can design and develop effective training programs. Has a strong sense of initiative and ingenuity. Is proactive and can take a concept from idea to implementation. Can identify training needs, come up with creative solutions, and design innovative training modules that engage the staff effectively.
  • Initiative and Ingenuity: Ability to solve problems and dive right in to take a concept from idea to implementation. Consults with others as needed and proposes solutions in the best interest of the client, keeps processes moving.
  • Flexibility and Resilience: Quickly constructs alternative plans when Plan A doesn’t work out. Bounces back from setbacks and adapts quickly as things change. Maintains and positive and friendly demeanor even when things are hectic.
  • Creativity: Ability to maintain a high level of creative writing skills so that written communications do not become bland or repetitive over the course of a cycle.

QUALIFICATIONS

  • Previous experience with politics, organizing, advocacy, or labor unions is required; past campaign or election cycle experience strongly preferred.
  • Highly organized and detail-oriented.
  • Strong communication skills; writing, editing and proofreading excellence are essential for this role.
  • Ability to adapt writing style to suit different audiences.
  • Commitment to racial equity, social justice, and progressive causes.
  • Proven experience managing deadlines in a fast-paced, collaborative environment.
  • Proficiency in Excel with a working knowledge of Microsoft Office Suite.

View of Compensation & Benefits

The salary for this position is $67,995 per year. In addition, all staff receive:

  • 100% employer-paid premiums for medical, dental, vision, and life insurance
  • Short-term and long-term disability
  • Employee Assistance Program
  • Equipment and other supplies to furnish your home office
  • Annual employer-paid membership to One Medical

View of Who We Are

A woman-majority owned firm, Pivot is committed to electing Democrats up and down the ballot. We are an energetic team of experts specializing in voter communications through direct mail, advanced targeting, and provide strategic guidance to progressive causes, organizations, and campaigns across the country. And we’ve created a workplace that lets us live out our deepest values. Thank you for wanting to join us.

View of Diversity & EEO Statement

Pivot is committed to building a team of people with diverse backgrounds, experiences, and identities. Women, people of color, immigrants, people with disabilities, LGBTQIA+ people, gender non-conforming people, and people from low-income backgrounds are strongly encouraged to apply.

Pivot follows all Equal Employment Opportunity Policies and employs personnel without regard to: race, ethnic or religious background, descent or nationality, sexual orientation, gender, gender identification, physical or mental disability, marital status, age, height, weight, or military service.

This policy applies to employment, internships, internal promotions, training, opportunities for advancement, terminations, relationships with vendors, use of contractors and consultants and in dealing with the general public.

View of Diversity & EEO Statement

If you require an accommodation to complete the application process, please contact us directly at 202-524-0048 and our team will assist you.

The responsibilities and requirements listed in this job description are general guidelines – we encourage you to apply even if you don't meet all qualifications.