Member Success Manager - Phoenix, United States - Kiln

Kiln
Kiln
Verified Company
Phoenix, United States

1 month ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
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 12 locations across Utah, California, Colorado, Oregon, Arizona, 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 & Celebrate Together_
  • 3: Thoughtful and with Purpose_
  • 4: Always Evolving_
  • 5: Nothing short of Extraordinary_
  • 6: Scrappy & Ingenious_

Role Summary:


The Member Success Manager works in tandem with the team and Community Director to think creatively to bring businesses and entrepreneurs to the Phoenix location.

As the primary point of contact for all sales opportunities and membership related needs, this person is a primary role for retention, sales and revenue goals.

They are the "face" of Kiln throughout the onboarding process and throughout the life of membership.

We are seeking an individual looking for a home and career with growth opportunities, and daily challenges.


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 Kilnprovided 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 driving sales and growing occupancy while maintaining profitability
  • 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
  • Be active on the Kiln member network and support with social media content + material
  • Troubleshoot memberrelated issues to ensure a frictionfree 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 setup 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
  • Prepare and distribute promotional materials to guests/potential members
  • Answer "walkup" member inquiries

Ideal Experience and Skills:


  • A minimum of 3 years of sales and/or hospitality experience preferred
  • Must have strong networking skills and able to think creatively and selfstart
  • Must have strong verbal and written communication skills
  • Exceptional organizational and multitasking skills
  • Passion for entrepreneurial communities
  • College graduate with a fouryear degree preferred, but not required
  • 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.
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