Client Support Manager

Callahan & Associates • Full-time • Washington DC-Baltimore Area, US • $75k - $82k / year • 2h ago

At Callahan & Associates, our people are at the heart of who we are. As a 100% employee-owned company, we work every day to empower credit unions to impact their members and communities.

If you are looking to be part of a fast-paced company that loves the industry we serve, encourages creativity and rewards excellence, keep reading.

We’re looking for a highly organized, relationship-focused professional who can keep multiple priorities moving while delivering an exceptional experience for our clients. If you enjoy connecting with people, coordinating complex programs and finding better ways to get work done, this role offers an opportunity to contribute to the delivery and growth of services that strengthen credit union leaders and boards.

Five Reasons Why You Want To Work With Us

You'll work alongside a team that is competent, confident, passionate and focused on achieving big goals.
You'll help support products and services that empower credit unions and positively impact millions of people.
You'll have a voice and stake in the company through employee ownership.
You'll be part of a fun, supportive and healthy work culture.
You'll have opportunities to learn, grow and take your career to the next level.

Summary/Objective

The Client Support Manager supports the delivery and growth of Callahan’s leadership development and governance offerings, including services delivered through Quantum Governance, a Callahan company. Serving as both a coordinator and a driver of operational excellence and business growth, this role leads cross-functional initiatives and manages multiple programs simultaneously. The position requires strong leadership capabilities, strategic thinking and the ability to work effectively with Callahan’s management team, as well as credit union executives and board members.

Essential Functions

Support client workflows and communications, demonstrating professionalism and executive presence in every interaction.
Conduct client interviews and use critical thinking and sound judgment to identify key themes, underlying concerns and meaningful insights.
Develop client-facing presentations, program summaries, survey reports and other deliverables, synthesizing interview and survey findings into clear, actionable information.
Prepare meeting agendas, document key decisions and discussion points and track follow-up actions for internal and client-facing meetings.
Support survey administration and analysis, including preparing charts, tables, data summaries and client-ready reports.
Coordinate research and contribute to reports, client materials and the development of internal practice knowledge.
Lead cross-functional project teams without direct authority, influencing through expertise, sound judgment and relationship-building.
Collaborate with internal stakeholders to support operational readiness and alignment ahead of client engagements.
Identify process gaps and inefficiencies and help drive continuous improvement based on client feedback, internal assessments and industry best practices.
Maintain program documentation and accurate Salesforce records to support visibility into client interactions, engagement activity and program status.

Job Competencies

Detail-Oriented -- attention to detail, adherence to high-quality product/deliverable expectations; consistency in document preparation and presentation.
Communication -- facilitates effective communication across all organizational levels and external stakeholders.
Executive presence -- ability to present to C-level and Board of Director audiences.
Analytical Thinking -- synthesizes data to drive strategic decisions and innovative solutions.
Decision Making -- makes timely, well-informed decisions in complex situations with incomplete information.
Client Focus -- develops a deep understanding of client needs, addresses needs via collaboration, and translates them into actionable program strategies.
Achievement Motivation -- drives results through effective prioritization and resource management; demonstrates ownership mindset; exhibits an eagerness to learn and assume responsibility.
Agility -- displays flexibility and achieves results in consistently evolving environments with goals and projects that are subject to change with the goals of the organization.
Leadership -- influences and coordinates teams without direct authority; builds consensus across diverse stakeholders.
Industry Knowledge -- maintains expert-level knowledge of credit union industry trends and challenges.

Required Qualifications

Bachelor's degree in business, financial services, nonprofits, not-for-profits or related field
5+ years of successfully supporting cross-functional teams within consultative sales, financial services, nonprofits, not-for-profits or the like.
3+ years of proven communication and executive functioning interacting with C-Suite and Boards.
Proven track record of managing complex, multi-stakeholder programs with budgets exceeding $500K.
Strong track record of process administration and improvement with a growing degree of responsibility
Extensive experience displaying a high degree of business savvy and diplomacy.
Understanding of Salesforce and CRM management
Advanced skills in Microsoft Office Suite and presentation tools

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