Client Relationship Coordinator

About the role:

This is a dynamic role - you might be processing applications and responding to client inquiries via email one day, and the next be helping to organize an event that will allow us to onboard more clients than usual on a given day. The ideal candidate brings a creative and innovative approach to the work and is excited to gain hands-on experience in a non-profit as they help the Client Relationship team scale and replicate their work across the country. In this role, the ideal candidate will be happy to support the behind-the-scenes operations to reinforce the work that we do as a team and as an organization, and are happy owning multiple administrative tasks and projects at once. 

What you'll do:

• Establish rapport and build trust with a diverse population of stakeholders that includes clients, colleagues, and partners. 
• Manage the email and voicemail inboxes associated with general inquiries, and promptly respond to all incoming requests.
• Review and process client applications in a timely manner, and assist in streamlining this process.
• Assist in all phases of the client onboarding process from application to onboarding appointment. This may include managing both the calendar and the waitlist, assisting clients in preparing for onboarding appointments, sourcing and providing additional resources, and following up with clients throughout the client journey. 
• Document any client interactions and services received in Salesforce that need to be.

Responsibilities Include:

Client Relationship Coordination (70%):

• Establish rapport and build trust with a diverse population of stakeholders that includes clients, colleagues, and partners. 
• Manage the email and voicemail inboxes associated with general inquiries, and promptly respond to all incoming requests.
• Review and process client applications in a timely manner, and assist in streamlining this process.
• Assist in all phases of the client onboarding process from application to onboarding appointment. This may include managing both the calendar and the waitlist, assisting clients in preparing for onboarding appointments, sourcing and providing additional resources, and following up with clients throughout the client journey. 
• Document any client interactions and services received in Salesforce that need to be.

Process Improvement & Operational Support (20%)

• Assist the team in thoroughly reviewing current onboarding processes and help in identifying gaps or new ideas to improve our client journey processes.
• Work with Client Relationship Team and support teams (Programs, Technology, Impact) to help drive and then implement improvements that are responsive to client needs and feedback. This can include standardizing communication templates, survey & form improvements, client follow-up touchpoints, client resources and guides, and leveraging project management tools. Attention to detail and taking the time to do this thoroughly and meticulously is key. 
• Support Language Access efforts as we pave the way to offer services to Spanish speaking clients. This may include interpretation and translation support, maintaining the Spanish language client journey and making sure it reflects the most accurate process and templates, and other tasks identified to help meet team goals.

Event and Programming Coordination (10%)

• Support Client Relationship’s programming and events which include our networking and community-oriented events that center the small business owners. This could be coordinating logistics and registrations leading up to the events or making sure that all event data is entered and tracked in Salesforce. 
• Provide support to the Team Lead during each of our three monthly events, including monitoring the chat, taking attendance, and making sure resources shared are captured.

About you:

• College degree and/or 1-2 years of relevant experience in client service, customer service, program service, or an administrative role. 
• Spanish language fluency is strongly preferred.
• A demonstrated understanding of the role of structural racism and other biases in our society and a strong commitment to address these impacts within the context of this role
• A deep commitment to providing non-judgmental, culturally-appropriate services across race, class, gender, gender identity and expression, national origin, ability, or any other identity marker with a strong sense of accountability to fostering a positive client experience
• Strong relationship-building and communication, including the ability to work effectively across cultural differences and a demonstrated commitment to ongoing learning and reflection on one’s personal identity, Experience working in cross-cultural environments is a plus. 
• Strong organizational and time management skills. Ability to meet deadlines and juggle multiple tasks at once in a fast-paced environment.
• High level of technological proficiency including familiarity with Google Apps, MS Office, and reporting. Experience with Salesforce desired. 
• Flexibility, adaptability, and creativity, with a “can do!” attitude - comfort within a rapidly growing organization.