Client Experience Coordinator – Full Time
Starting Salary Range: $48,000 – $53,000 + Benefits
Application Window Closes December 16, 2020; Interviews Schedule Begins January 4, 2021
The Center for Women & Enterprise Vermont is looking for a community-minded and empathetic person to join our small, enthusiastic team to ensure our aspiring and established business owner clients have a highly effective & meaningful experience with us.
About the Center for Women & Enterprise Vermont:
The Center for Women & Enterprise Vermont (CWEVT) is Vermont’s Women’s Business Center, an economic empowerment nonprofit that helps entrepreneurs start & grow their businesses. Powered in-part through the federal Small Business Administration, CWEVT offers womxn entrepreneurs from across the state no-cost business counseling, trainings, connections, and Women’s Business Enterprise Certification. We were founded in 2016 in Vermont, expanding the regional Center for Women & Enterprise network. The Center for Women & Enterprise nonprofit was founded in Boston in 1995 and hosts the Women’s Business Center programs for Eastern Massachusetts, Central Massachusetts, Rhode Island, New Hampshire, and Vermont. It is also home to the Veterans Business Outreach Center of New England and is a regional certifier for the Women’s Business Enterprise National Council. Together, we lift up womxn, who lift up the world!
About Our Work Together:
You will work directly with the Program Manager North, Project Manager for COVID Business Recovery, Senior Director, and a large network of instructors & counselors to coordinate a quality client experience. You will be the first voice of CWE Vermont, conducting intake and referring clients to best-fit CWE programs and resources. You will conduct administrative tasks and implement systems & procedures that will stabilize this rapidly growing office, all with an eye for making the experience of new and returning clients that much more meaningful & enjoyable. You’ll take the reins of the CWEVT social media, e-newsletter, and other outreach tools to truly engage new and existing clients. No day is the same, but they’re all important to making sure Vermont’s aspiring and established entrepreneurs have what they need to make informed decisions about their own definition of success.
This job is for you if:
- You want to contribute to a more equitable and enjoyable economy.
- You love people, have a sense of humor & excellent communication skills, and are a stickler for details.
Interested? Submit your resume and cover letter to Madeline, CWE’s Program Manager North: email@example.com, along with any questions you may have.
If you want to learn more about us before submitting your resume, you can check us out at www.cweonline.org and follow the links to our social media.
A Little More About The Work:
Your Daily Work Will Entail:
- Triaging clients. You’re the first voice of CWE Vermont. People call and email with all sorts of needs and sometimes need you to help them get clearer about how we can help. You’ll determine their immediate needs and refer clients to our consultants, classes & programs, and outside resources.
- Maintaining client relationships by following up with people who have gotten in touch with CWEVT. You’ll ask them how they’re doing and keep them in the loop with upcoming programs. You’ll gather data on how the client is progressing and how we can continue to serve them. You’ll gather testimonials to help us meaningfully report our work to funders and to the broader community. This will be done by video, phone and email.
- Learning & maintaining our client management software, Neoserra. This is the system you’ll use every day to track client relationships across CWEVT programs. You are a key part of the data collection strategy and our ability to continue doing this work! You’ll make sure the data entering the system is clean, accurate, and relevant. Sometimes this means chasing down counselor records, clients to complete forms, and entering all that data into the system.
- You will drive the CWEVT social media strategy to make CWEVT the go-to resources for womxn entrepreneurs. You’ll initiate & engage in meaningful conversations on social media. Our work isn’t possible without the exciting ecosystem of entrepreneurial supports in VT, so you’ll keep our clients in the know about partner resources.
- Crafting newsletters & other digital conversation starters that provide relevant information to clients & partners. We currently use Constant Contact. You will drive the digital communication strategy to increase email open & click-through rates.
- Providing program support. You are the point-person for the administration of classes: registration, physically (virtually) starting classes, and ensuring clients & instructors have the information they need to participate in the session. You’ll also follow-up with clients by video, phone or email to hear how the class went and reengage no-show participants. You’ll help coordinate surveys and will make sure our paperwork is all set for our funders.
- Keeping the CWEVT Program Team constantly in the loop about your client conversation findings & working with the CWEVT Program Team to create a program strategy that addresses the needs of clients.
- Knowing our metrics inside and out and helping the CWEVT Program Team with reporting.
Special Projects You Might Work On:
- Developing documents and flowcharts to better help clients understand how to access CWEVT services & what to expect.
- Setting the expectation for client experience.
- Work with internal CWE teams to increase efficiency in our processes and systems across our region.
- Regional projects like Inclusivity, Diversity, Equity & Accessibility training, regional research on womxn’s entrepreneurship, and branding.
- Professional development opportunities in everything from technical business topics to new approaches to entrepreneurship.
You’re a great fit for this job if:
- You really know how to listen. You can read between the lines and help people get clearer about their needs even if they don’t come to you with clarity.
- You have some experience in business/startups/entrepreneurship. You’ll be having nuanced conversations with clients and they need you to help them get clearer about the types of supports available to them that will help them move forward in their business.
- You’re an excellent communicator across media: verbal (phone), email, mass communications, social. You can maintain a consistent, professional, engaging voice across platforms. This doesn’t mean you have to be an extrovert but know that interacting with our clients will be a significant part of your job.
- You understand social media and how to use social media as a tool to build relationships.
- You’re excellent with people and relationships come easy to you. You make connections between people & resources, and know how to bring them together.
- You can respond quickly and keep track of lots of moving parts, both internally and externally. Relationships can get complicated!
- You can adjust your energy levels to create a welcoming, friendly, and approachable experience for all people. You’re adept at talking with people at all stages of business literacy and across a vast array of personality types and backgrounds.
- You can work alone while supported by a remote team. We’re a small staff and distributed across the state of Vermont, and throughout New England. We’re in touch all day using Microsoft Teams and, for the near future, we’re all remote. Once we go back to in-person operations, ideally our Burlington office will be your mothership, and you’ll often be physically alone in the office while the Program Team is in the field. Consider applying even if you’re not within reasonable commuting distance from Burlington. We may be flexible, though you need to be Vermont-based.
- You believe in the power of womxn in business and that business can be a vehicle for individual & community change.
- You are self-motivated and love a dynamic working environment where every day is a little different.
- You want to contribute to a more equitable and enjoyable economy.
- You have a sense of humor and are adaptable. You’re ready to jump in and help stabilize this office, ensuring sustainability for the office, our mission, and our value to Vermont’s entrepreneurs.
Location: Flexible, preferably Maine. Most of the position can be performed remotely, but when the health situation permits, in-person work will be conducted throughout Maine.
Classification: Full time; exempt
The Center for Women & Enterprise (CWE) is a nationally recognized economic development organization that supports women and veterans with small business development. We offer a dynamic, fast-paced, and intellectually stimulating environment. We strive to provide opportunities for veterans, women entrepreneurs and women in business to increase professional success, personal growth, and financial independence. With offices in Rhode Island, Massachusetts, Vermont and New Hampshire, CWE delivers business development programs and certifies women owned businesses.
In partnership with the U.S. Small Business Administration (SBA), CWE operates five Women’s Business Centers (WBCs) and the Veterans Business Outreach Center of New England (VBOC of NE). While our service delivery is focused on veterans and those who identify as women, we welcome all genders.
The Program Manager – VBOC of NE supports all operations of the program, and is critical to its success. S/he is the first point of contact for veterans seeking assistance, and ensures consistency and continuity of service for them. The Manager works with the Director – VBOC of NE and the Program Manager – Northern New England in the areas of client management and administration, successful program development and delivery, and data management. S/he manages the office functions, and drives programming in the state of Maine. Program management includes recruiting and retaining a qualified base of consultants; facilitating introductory workshops and consultations with veterans; arranging additional classes where appropriate; and driving outreach in Maine.
Currently this position is remote. When the health situation allows, the Manager will need to spend time in person in communities throughout Maine. The schedule and locations can be determined in coordination with the Director – VBOC of NE.
The ideal candidate is client-focused, passionate about veterans and entrepreneurship, and committed to program success. He or she should have experience as a veteran or working with veterans, and knowledge of small business strategy. This position would be a great fit for a recent graduate from a business school and/or someone who has worked in management positions with small businesses. The candidate will demonstrate strong organization and communication skills, be highly self-motivated and reliable, and be skilled in the area of data management and analysis.
Duties and Responsibilities
- Leads programming, outreach and client supports in the state of Maine
- Work with the VBOC Director and Program Manager to respond to client requests for counseling and/or training throughout the network
- Assists with program marketing throughout the network
- Provide supports to business owners via direct consultations, referrals to VBOC volunteers, WBC programs, etc.
- Ensure that client needs are met consistently and in a timely manner
- Help to manage calendars and scheduling for VBOC staff and consultants
- Support VBOC of NE’s relationship with U.S. Small Business Administration and assist with necessary reporting
- Recommend new systems to more efficiently operate the CWE VBOC program
- Plan, staff, track and analyze activities and outcomes of programs
- Ensures quality reporting of client activity, including working with consultants to ensure documentation is submitted properly and in a timely manner
- Related duties as assigned
Expectation: Quality Programs
- Customer satisfaction
- Maintains efficient systems
- Delivers effective workshops and consultations
- Helps recruit and maintain qualified consultants
Expectation: Demonstrated Competence/Skills
- Goal/Action orientation
- Client focus
- Flexibility/Adaptability to change
Expectation: Modeling of CWE Mission and Values
- Undergraduate degree, preferably related to business administration
- At least two years of professional experience, preferably including small business management
- Proven ability to multitask and prioritize tasks
- Knowledge of data management and/or CRM systems
- Excellent business skills including organization, time management, verbal and written communication
- Committed to success and high-quality service delivery
- Highly independent and reliable
- Proven ability to communicate with a wide range of individuals
- Sensitive to the needs of a diverse client base
- Enthusiastic about the mission of CWE and team player
- Bilingual in Spanish (preferred)
- Knowledge of military culture (preferred)
- MS Office proficiency required
- Familiarity with social media marketing, Constant Contact and website management strongly preferred
- May work in an environment where multiple projects are being executed at one time
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Ability to define problems, collect data, establish facts, and draw valid conclusions
Certificates, Licenses, Registrations
- Required to have and maintain a valid Driver’s License
- Occasional work outside of normal business hours will be required
- Travel (50-75%) within the state of Maine, and occasionally elsewhere in New England if needed for all-staff events.
- Must communicate consistently and amicably with internal and external stakeholders on an ongoing basis
- Walking, bending, sitting, typing at a keyboard, driving, and occasional lifting up to 30 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment and Environmental Conditions
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- The noise level in the work environment is usually moderate.
- As this position is largely mobile, the candidate may select a work environment that is convenient for him/her. However, the environment must be conducive to conducting business.
- No or very limited exposure to physical risk.
The Center for Women & Enterprise is an equal opportunity employer.
Interested candidates should submit a resume, thoughtful cover letter and salary requirements to Jenniefer Murphy at firstname.lastname@example.org.