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Client Engagement Manager

2 months ago

Lehi, Utah, United States Kiln Full time
Position Overview

Salary: $55-$60k annual compensation

About Kiln:

Kiln is a flexible office and lifestyle brand dedicated to enhancing the performance and lifestyle of our members through a unique ecosystem of individuals, products, and spaces. Since our inception in 2018, we have expanded to 13 locations across various states, leading the charge in the evolution of hybrid work within the flexible office niche of the commercial real estate sector.

Core Values:

  • Human-Centric Approach
  • Collaborative Achievement
  • Purposeful and Thoughtful Action
  • Continuous Evolution
  • Exceptional Standards
  • Resourceful and Innovative Mindset

Role Summary:

The Member Success Manager collaborates closely with the team and Community Director to creatively attract businesses and entrepreneurs to Kiln. As the primary liaison for all sales opportunities and membership inquiries, this role is crucial for achieving retention, sales, and revenue objectives. This individual represents Kiln throughout the onboarding process and the entire membership journey.

This position offers a remarkable opportunity to cultivate a vibrant hub and community for our members. The individual will not only manage the sales process but also play a vital role in organizing programming events and fostering community engagement.

Goals and Objectives:

  • Embody Kiln's core values and contribute to our mission
  • Assist the Community Team in:
    • Creating a welcoming and collaborative environment through events and member relationships
    • Ensuring operational efficiency across assigned Kiln facilities
    • Promoting Kiln's service offerings
    • Supporting the Community Manager as needed

Key Responsibilities:

Sales & Membership Management:

  • Serve as the initial contact for all membership inquiries, conduct tours, and effectively communicate Kiln's value proposition
  • Generate and send follow-up proposals, membership agreements, and billing materials, collaborating with the Community Director on pricing and negotiation strategies
  • Drive sales growth and maintain profitability while increasing occupancy
  • Engage in outreach through emails, events, and sales visits to build a robust sales pipeline
  • Collaborate with the Business Development Team to leverage inbound sales leads and secure new opportunities
  • Enhance existing member accounts through regular meetings and renewal discussions
  • Facilitate community initiatives that encourage connections among members
  • Contribute to the Kiln member network and assist with social media content
  • Address member-related issues to ensure a seamless experience
  • Identify and escalate issues to the Community Manager as necessary

Networking & Event Support:

  • Assist in planning and executing events, brainstorming strategic networking opportunities
  • Develop promotional materials as needed
  • Support the Member Experience team with event setup and breakdown
  • Prepare monthly newsletters for members

Member Experience:

  • Act as the primary contact for members at your Kiln location
  • Oversee new member onboarding and orientation
  • Prepare and distribute welcome packets for new members
  • Manage tour scheduling and inquiries from walk-in visitors
  • Distribute promotional materials to potential members
  • Address immediate member inquiries

Preferred Qualifications:

  • Minimum of 2 years of sales experience
  • Experience in hospitality is a plus
  • Proficiency in cold calling and emailing is highly desirable
  • Strong networking abilities and a proactive mindset
  • Excellent verbal and written communication skills
  • Exceptional organizational and multitasking capabilities
  • Passion for fostering entrepreneurial communities
  • Preferred four-year college degree
  • Alignment with Kiln's mission and values
  • Proficient in Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and willingness to learn new SaaS platforms