Member Success Manager

Kiln•Reno, NV

About The Position

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 launched in 2018 with locations in Salt Lake City and Lehi, Utah. Today, we’ve grown to 21 hubs across the Mountain West, and we’re just getting started. As a leader in the flex-office movement, Kiln is shaping the future of hybrid work in the evolving landscape of commercial real estate. 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 Our Mission Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways. Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine. Role Summary: The Member Success Manager works in tandem with the team and Community Director to think creatively to bring businesses and entrepreneurs to Kiln. 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 Kiln-provided service offerings Take direction from the Community Manager to support the Community Team as required

Requirements

Strong local network within the business and tech community
3–6 years of experience in sales, partnerships, business development, hospitality, community management, or operational leadership
Proven account management, pricing decisions, and growth initiatives
Experience overseeing or mentoring team members and executing at a strategic level
Strong understanding of revenue drivers, customer retention, and event or partner programming
Must have strong networking skills and able to think creatively and self-start
Must have strong verbal and written communication skills
Exceptional organizational and multitasking skills
Passion for entrepreneurial communities
Proficient in use of Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and ready and able to learn to manage additional SaaS platforms.

Nice To Haves

College graduate with a four-year degree preferred, but not required
Passion and understanding for Kiln’s mission and values

Responsibilities

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
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
Hold decision-making authority for member pricing, discounts, promotions, and local sales strategy in partnership with the Community Director
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
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