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Director of Member Services

Company: AdvisoryCloud
Location: Novato
Posted on: September 9, 2020

Job Description:

Job Description: Description: Who We Are From the 100,000+ startups a year that don't have an efficient way to connect with advisors to the tens of thousands of public and private companies that have been sourcing advisors from the same talent pool for decades, it's time for more innovative ways to connect companies of all sizes with advisors of all types. For the first time ever, executives can take a proactive approach to landing advisory work by being listed as an available advisor on AdvisoryCloud.com, using tools and resources to promote themselves as an advisor, and immediately joining up to three advisory boards exclusively being sourced by AdvisoryCloud. AdvisoryCloud is looking for a Director of Member Services to elevate our customer experience to the next level. You will start with the customer by listening intently and distilling feedback to understand what they need to be delighted, not just satisfied. You will use data-driven insights to develop new strategies and implement new initiatives to solve members' pain points, enhance our customer experience, and positively impact the bottom line. You will create an ambitious and clear vision for the best customer experience for AdvisoryCloud's B2B and B2C members, current and future, by defining standards, guiding ongoing training efforts, and supporting new features. You will lead the member services team by setting KPIs and inspiring them to achieve these goals. You're the right fit for this role if you can strategize and execute and have a proven track record leading and scaling support operations and organizations. You are adept at using qualitative customer feedback and quantitative data, prioritizing what we do and how we do it to inform recommendations for making our customer experience the best possible. You thrive in a fast-paced entrepreneurial environment. .Requirements: Essential Duties and Responsibilities To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. --- Craft the B2B company member profiles and briefings with the information collected from onboarding calls. --- Distill and present insights that support the goals and business objectives specific to a B2B company member and its virtual advisory board. --- Prepare and guarantee the timely and successful delivery of advisory board briefing reports and field feedback to B2B company members. --- Maintain quality and B2B company member satisfaction standards with all reports and feedback delivered by AdvisoryCloud. --- Serve as the main point of contact and provide ongoing customer service for B2B company members to maintain and nurture member relationships. --- Support the goals of B2B company members by retrieving information from advisors when a B2B company member requests feedback. --- Handle company resources and coordinate all the teams and activities that are involved. --- Consistently display well-rounded knowledge of AdvisoryCloud's products or services through ongoing training opportunities and meetings. --- Other tasks, duties, or special projects as assigned. Knowledge, Skills and Abilities --- Consistently displays fine-tuned interpersonal skills, communicating effectively over the phone, email, and in person. --- Customer-focused with positive energy and a proactive attitude. --- General corporate knowledge, including, but not limited to, industries, C-level positions, and business functions. --- Demonstrated understanding of sales and marketing in a SaaS environment. --- Excellent command of the English language, both written and verbal. --- Coachable with a willingness to learn and accept feedback. --- Ability to be flexible and resilient with changing company needs. --- Effective time management and organizational skills, goal and detail oriented. Education, Experience and Training --- Bachelor's degree. --- 3-5 years of proven Account Management or Customer Service success focused on shaping the customer experience, customer escalations, and retention practices. --- Prior experience in a high paced, evolving environment with the ability to multi-task. --- Proficiency with Salesforce (or similar CRM), POS system, RingCentral (or similar), GSuite: Gmail, Drive, Calendar, SLACK (or similar IM system), and general internet search capabilities. --- Experience using a MAC iOS system preferred. What We Offer We are a talented group of people who are dedicated, hardworking and passionate about our business. Our culture is friendly, supportive and collaborative. We invest in the well-being of our employees and their families through our comprehensive benefits program. Competitive Pay Comprehensive Medical, Dental & Vision coverage Health Savings and Flexible Savings Accounts Life Insurance Short and Long-term Disability 401k Retirement Savings Program Commuter Benefit Plan Pet Adoption Reimbursement Employee Assistance Program RocketLawyer Zestful, Travel Assista

Keywords: AdvisoryCloud, Novato , Director of Member Services, Executive , Novato, California

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