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Client Success Coordinator

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, environments, and spaces.

Since its inception in 2018, Kiln has expanded to 13 locations across multiple states, including Utah, California, Colorado, Oregon, Arizona, and Idaho, with ambitious plans for further growth across the United States. We are at the forefront of redefining hybrid work within the 'flex-office' niche of the commercial real estate industry.

Core Values:

  • Human at the core
  • Achieve & Celebrate Together
  • Thoughtful and with Purpose
  • Always Evolving
  • Nothing short of Extraordinary
  • Scrappy & Ingenious

Role Summary:

The Client Success Coordinator collaborates closely with the team and Community Director to creatively attract businesses and entrepreneurs to Kiln. Serving as the primary contact for all sales inquiries and membership-related matters, this role is crucial for achieving retention, sales, and revenue objectives. This individual represents Kiln throughout the onboarding journey and the duration of membership.

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 significant role in programming events and fostering community engagement.

Goals and Objectives:

  • Embody Kiln's core values and work towards fulfilling our mission.
  • Assist the Community Team in:
    • Creating a welcoming and collaborative atmosphere among members through events and relationship-building.
    • Ensuring that Kiln facilities operate efficiently and processes run smoothly.
    • Promoting Kiln's service offerings to drive growth.
    • Supporting the Community Manager as directed.

Key Responsibilities:

Sales & Membership Management:

  • Act as the initial point of contact for all membership inquiries, conduct tours, and communicate Kiln's value proposition to prospective members.
  • Generate and send follow-up proposals, membership agreements, invoices, and billing materials. Collaborate with the Community Director on pricing and negotiation strategies.
  • Drive sales and enhance occupancy while ensuring profitability.
  • Engage in emails, events, and sales visits to foster new sales opportunities and maintain a robust sales pipeline.
  • Work with the Business Development Team to leverage inbound sales leads and scheduled tours to secure sales opportunities.
  • Expand existing member accounts through quarterly meetings and upselling during renewal discussions.
  • Participate in community initiatives aimed at fostering connections among members, including introductions, event support, and communications.
  • Engage actively on the Kiln member network and contribute to social media content.
  • Address member-related issues to ensure a seamless member experience.
  • Identify issues for escalation to the Community Manager and document them appropriately.

Networking & Event Support:

  • Assist in planning and administering events. Generate ideas for strategic events and networking opportunities for the community.
  • Develop promotional materials as needed.
  • Support the Member Experience team with event setup and breakdown.
  • Prepare monthly newsletters for members.

Member Experience:

  • Serve as the first and last point of contact for your Kiln location.
  • Oversee new member onboarding and site orientation.
  • Prepare and distribute welcome packets for new members.
  • Greet visitors for tours, track walk-ins, schedule tours, update CRM, and send confirmation emails.
  • Prepare and distribute promotional materials to guests and potential members.
  • Address inquiries from walk-in members.

Ideal Experience and Skills:

  • A minimum of 2 years of sales experience is required.
  • Experience in hospitality is preferred.
  • Cold calling and cold emailing experience is highly desirable.
  • Strong networking skills with a creative and proactive mindset.
  • Excellent verbal and written communication abilities.
  • Exceptional organizational and multitasking capabilities.
  • A passion for entrepreneurial communities.
  • A four-year college degree is preferred but not mandatory.
  • Alignment with Kiln's mission and values.
  • Proficiency in Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and willingness to learn additional SaaS platforms.