Accelerator Operations Manager

2 weeks ago

Pittsburgh, Pennsylvania, United States Innovation Works Full time
About the Role:

The Customer Experience Manager role is a key position within Innovation Works, responsible for ensuring an exceptional experience for AlphaLab founders during the program. This role provides a customer success layer across Innovation Works' accelerator programs, including AlphaLab, AlphaLab Gear, AlphaLab Health, and the Robotics Factory Accelerate program, where we launch 20+ startups per year.

Key Responsibilities:
  • Organize and lead events, including programming, founder/mentor/investor networking events, and partner and community events that support software companies.
  • Consistently utilize CRM (Salesforce) and related tools to track value-added offerings to our customers.
  • Manage a budget focused on customer experience and alumni engagement, including planning, vendor selection, and budget tracking.
  • Engage with companies throughout the AlphaLab program to ensure a world-class customer experience.
  • Leverage domain expertise and functional skills to assist companies as applicable.
  • Continue to support accelerator companies post-program as part of alumni engagement efforts.
  • Support efforts to build networks (corporate, mentor, alumni/entrepreneur) for Innovation Works by nurturing strategic individual and partner relationships defined by the accelerator team.
  • Represent Innovation Works/AlphaLab at community and partner events through attendance, participation, and speaking engagements.
  • Support the AlphaLab application process and work with the Accelerator Team to reach decisions and get companies under contract.
  • Lead accelerator application recruitment and selection processes, including application office hours, review of applications, interviews, follow-up, and support company selection.
  • Collaborate with the Accelerator Team to create a customer experience foundation across IW's family of programs.
  • Collaborate with internal partners (e.g., Marketing, Platform, Investment Team) to manage cross-sector team engagement with founders during the accelerator program and communicate available resources.
  • Work with the Platform Manager and Program Managers to deliver cohesive offerings for AlphaLab companies based on evolving needs and define a platform of accelerator services that complement the core accelerator curriculum.
  • Deliver against team and individual performance KPIs around network development, company engagement, and NPS score.
Qualifications and Requirements:
  • Bachelor's degree and a minimum of 5-10 years of experience.
  • Demonstrated ability to manage multiple projects and time-sensitive issues for various stakeholders with attention to detail, deadlines, and overall quality.
  • Ability to execute program operations individually while working with the accelerator team.
  • Flexibility and adaptability in a fast-moving environment.
  • Strategic thinking and tactical execution capabilities.
  • Proficiency with productivity tools such as Google Apps, Slack, Calendly, and Salesforce.
  • Strong interpersonal skills, leadership, teamwork, and communication skills.
  • Ability to communicate with substance in a direct, transparent, and empathetic manner.
  • Ability to drive operational decisions and lead projects independently, with minimal supervision.
  • Ability to maintain confidential information.
  • Exemplify core values of integrity, innovation, inclusion, collaboration, and service.

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