What are the responsibilities and job description for the Member Success Associate position at Kiln?
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 17 locations across Utah, California, Oregon, Colorado, Arizona, Idaho, and Nevada with plans of rapid expansion throughout the western 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 & Celebrate Together
3: Thoughtful and with Purpose
4: Always Evolving
5: Nothing short of Extraordinary
6: Scrappy & Ingenious
Role Summary:
A Member Success Associate works in tandem with the Director as the primary point of contact for all sales opportunities and membership related needs for the site. They will also act as the “face” of Kiln throughout the onboarding orientation process.
Goals and Objectives
- Personifies Kiln’s core values and strives to achieve our mission
- Support the Community Team to achieve the following:
- Create a welcoming and collaborative community environment amongst our members through events and relationship building between members
- Ensure that assigned Kiln facilities are fully operational and processes are running smoothly
- Drive growth and promotion of Kiln-provided service offerings
- Take direction from the Community Manager to support the Community Team as required
Major Responsibilities:
Sales & Membership Management
- Be the first point of contact for all membership inquiries, execute tours and communicate Kiln value proposition to potential new members
- Generate & send all tour follow up proposals, membership agreements, invoices & billing related material. Work with Community Director on pricing, negotiating strategy and directional selling
- Responsible for helping drive sales and grow 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 & Event Support
- Support in event planning and administration. Ideate on strategic events & networking opportunities to bring to the site & 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
Ideal Experience and Skills:
- 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 for and understanding of Kiln’s mission and values
- Proficient in use of Google Suite, Microsoft Suite, Slack, Asana, and ready and able to learn to manage additional SaaS platforms.
Salary : $20
