Role Description The Client Support Manager leads a client-facing support team that serves credit unions, ensuring exceptional service delivery and robust technical execution. This role blends customer service leadership with fintech expertise, overseeing daily support operations, managing escalations, and championing continuous improvement across core, digital banking, and payments solutions. The ideal candidate possesses a deep understanding of credit unions' operational needs, excels in a SaaS environment, and is committed to driving measurable improvements in client satisfaction, product adoption, and service performance. Qualifications - Proven ability to lead and develop high-performing, service-oriented teams. - Proficient with support tools such as Jira, or similar platforms. - Proficient in Google Workspace or related software. - Strong troubleshooting ability in SaaS environments and complex technical workflows. - Excellent written and verbal communication skills, including the ability to translate technical issues for non-technical audiences. Requirements - Bachelor’s degree in Business, Information Technology, Finance, or a related field is preferred. - Over 5 years of customer support experience within fintech, SaaS, or financial services environments. - At least 2 years in a leadership or management capacity. - Three (3) or more years of experience supporting software solutions used by credit unions, banks, or other financial institutions. - Prolonged periods sitting at a desk and working on a computer. - Must be able to lift up to 15 pounds at times. Company Description

ICF seeks an experienced Grantee Specialist to support the Office of Head Start Training and Technical Assistance Region 4 contract. The specialist will have expertise in Head Start operations, and a strong working knowledge of administration, planning and management systems to provide high quality training and technical assistance (TTA) that improves the capacity of Head Start and Early Head Start programs to meet or exceed the Head Start Performance Standards and applicable Federal regulations. The Grantee Specialist will provide onsite and virtual consultation to recipients, governing bodies, directors and program managers to correct deficiencies and non-compliances identified through the national monitoring system and provide planning and management technical assistance to support continuous quality improvement. This position is home-based in one of the OHS TTA Region 4 contract states (Georgia, Florida, Alabama, North Carolina, South Carolina, Tennessee, Mississippi, Kentucky), travel will be required to fulfill the requirements of the position in any of the Region 4 contract states, Washington, DC, and other locations as required. Approximately 50% travel is required. Basic Qualifications The Grantee Specialist shall have: A minimum of a BA or BS Degree from an accredited university or college. If the highest degree was awarded more than ten years ago, the resume should specifically detail courses, conferences, seminars attended or relevant work experience within the last 3-5 years. 5+ years’ experience related to program and/or organizational management and/or fiscal operations with HS/EHS programs and the development and implementation of comprehensive management systems. 1+ years' experience supporting recipients to improve their effectiveness and quality of program operations and management systems. 1+ years' experience providing technical assistance that includes working with governing bodies, management teams and program staff. 1+ years' experience assisting organizations to address compliance issues. 1+ years' communicating, both orally and in writing, with the ability to adapt to different size and types of audiences. 1+ years' experience operating computer software systems and technology skills with virtual platforms. 1+ years' experience facilitating group discussions and presenting to a range of audiences using a variety of formats to include virtual. 1+ years' experience analyzing data and systems assisting programs to make data driven decisions. Must have valid driver's license and successfully pass a Motor Vehicle Records (MVR) check. Key Responsibilities The Grantee Specialist (GS) shall provide the following in-person or virtually as determined by the area office. Provide on-site, individualized, group, and virtual T/TA to recipients related to governance, program management, and fiscal operations, including supporting recipients in the following areas: Correction of areas of noncompliance and deficiencies identified through the federal monitoring process. This may require on-site work for periods of time ranging from one to several days concurrently. Development and implementation of corrective action plans that address root causes of the areas of noncompliance and deficiencies for recipients, in partnership with the program specialist and as directed by the Area Office. Effective program management in areas of concern identified through the Area Office oversight processes. Maintain regular and timely communication with the appropriate Area Office staff on delivery of TTA and progress toward corrective actions or quality improvement. Coordinate TTA with Early Childhood, Family Engagement, and Health Specialists to support effective integration of management systems related to improvements to education, family services, and health services, as directed by the Area Office. Support recipients to develop procedures and skills to aggregate, analyze, and use data obtained through multiple sources. Develop and provide effective presentations and training in areas related to program management and fiscal operations. Participate in national, regional, and state work groups and meetings as directed by the OHS COR. Support emerging OHS initiatives and priorities. Preferred Skills Fiscal expertise in areas such as budgeting, multiple funding sources, applicable uniform guidance regulations, Head Start specific audits, and the fiscal role of the governing body. 1+ years' experience related to human resource issues within small to medium non-profit agencies. 1+ years' experience with Head Start facilities in maintenance, renovation, and/or construction. 1+ years' experience with Head Start transportation management issues. 1+ years' experience with the Head Start governance system. Fluently bilingual (Spanish). Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination righ t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is : $67,355.00 - $114,503.00 Nationwide Remote Office (US99)

• Manage the end-to-end order process for internet Upsell Internet Packages • Act as liaison between sales team and other internal departments • Monitor orders and the statuses • Escalate calls as needed • Place outbound calls as needed to follow up on customers’ concerns or provide additional support • Remain calm and professional when handling escalated situations or upset customers • Build lasting relationships by earning customer trust and delivering consistent, reliable service

• Provide Headquarters-level NMCI ACTR support to command personnel and supported users • Submit and manage Move/Add/Change (MAC) requests and user account build-out requests within NMCI and Flank Speed environments • Coordinate user provisioning, access changes, and system updates through approved NMCI workflows • Deliver Tier I/II end user support, troubleshooting account, access, and workstation-related issues • Serve as a primary point of contact for NMCI and Flank Speed user support requests • Track, update, and follow through on service tickets to ensure timely resolution • Ensure all account and access actions comply with Navy and SECNAV security requirements • Support audits and compliance checks related to account management and system access • Provide customer service and user guidance on NMCI and Flank Speed processes and tools • Coordinate with cybersecurity and IT staff to ensure proper handling of privileged and standard user access • Maintain accurate records of requests, approvals, and actions taken