Member Success Manager
Kiln, United States
Job Description
About Kiln:
Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces.
Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi Utah. Today we have 10 locations across Utah, California, Colorado and Idaho with plans of rapid expansion throughout the U.S. Kiln is pioneering the future of hybrid work within the niche of ‘flex office’ in the broader commercial real estate sector.
Our Core Values:
1: Human at the core
2: Achieve amp; Celebrate Together
3: Thoughtful and with Purpose
4: Always Evolving
5: Nothing short of Extraordinary
6: Scrappy amp; Ingenious
Major Responsibilities:
Sales amp; Membership Management
- Be the first point of contact for all membership inquiries, execute tours and communicate Kiln value proposition to potential new members
- Generate amp; send all tour follow up proposals, membership agreements, invoices amp; billing related material. Work with Community Director on pricing, negotiating strategy and directional selling
- Responsible for driving sales and growing occupancy while maintaining profitability
- Conduct emails, events and sales visits to encourage new sales opportunities and build a healthy, reliable sales pipeline
- Work with Business Development Team to organize and capitalize on inbound sales leads, scheduled tours and ultimately win sales opportunities
- Grow existing member accounts through quarterly 1:1 member meetings and upselling through term renewal conversations
- Work on community initiatives designed to develop connections and foster collisions between members, including member introductions, event support, email and print communications
- Be active on the Kiln member network and support with social media content + material
- Trouble-shoot member-related issues to ensure a friction-free member experience
- Identify issues for escalation to Community Manager and document accordingly
Networking amp; Event Support
- Support in event planning and administration. Ideate on strategic events amp; networking opportunities to bring to the site amp; community.
- Development of promotional material (when needed)
- Assist the Member Experience person with set-up and breakdown of events
- Monthly member newsletter preparation
Member Experience
- Be the first and last point of contact for your Kiln location
- Manage new member onboarding and site induction
- Prepare and distribute member welcome packets
- Greet people who come in for tours, track walk-ins, schedule tours, update CRM, and send confirmation emails
- Prepare and distribute promotional materials to guests/potential members
- Answer walk-up member inquiries
Requirements
- College graduate with a four-year degree preferred, but not required
- Customer service and/or sales, and events management experience a plus
- Must have strong verbal and written communication skills
- Exceptional organizational and multitasking skills
- Passion for entrepreneurial communities
- Passion and understanding for Kiln’s mission and values
- Proficient in use of Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and ready and able to learn to manage additional SaaS platforms.
Benefits
- Supplemented Medical, Dental and Vision health benefits.
- Flexible PTO: FT employees are afforded the flexibility to take time off for illness, vacation or other personal needs upon manager approval.
- 10 paid federal holidays
- Access to all member perks and discounts (per location)