CRM Onboarding Specialist

Application Deadline: 4 October 2024

Department: Client Relationships Team

Employment Type: Full Time

Location: NYC, Bay Area (CA), Washington Metropolitan Area, or Chicago - (Hybrid)

Compensation: $75,000 - $80,000 / year

Description

The Onboarding Specialist will be a critical member of the Client Relationship Team and is therefore expected to set the bar high! We are seeking a mission-driven, highly organized & detail-oriented candidate to set the tone for a client's overall experience with Start Small Think Big, as you will be the first person most prospective and new clients meet. This client-facing position offers a unique opportunity for a highly motivated individual to use their talents and organizational skills to assist the team in making sure Start Small Entrepreneurs can access the support they need for their business as seamlessly as possible.

This is a dynamic role - while you will be responding to client inquiries and leading multiple intake appointments on a daily basis, there is room to be creative as you organize and host a community-building event or work to streamline or improve a current onboarding process. The ideal candidate brings an innovative approach to the work and is excited to gain hands-on experience in a non-profit as they help the Client Relationship Team continue to build and foster relationships with clients throughout their journey with us. In this role, the ideal candidate will be happy owning multiple administrative tasks at once.

Key Responsibilities

Oversee the Onboarding Process for Start Small Entrepreneurs

(75% of time)

• The majority of your time will be spent conducting entrepreneur intakes to screen for client eligibility and to understand and assess their needs. During the intake, you will make recommendations for the types of resources and services Start Small can provide to help entrepreneurs thrive.
• Intake appointments vary in time and on average are 30 minutes long, and this role would be responsible for 7-8 appointments/day, including the pre- and post-administrative work that accompanies each appointment.
• If intake slots don't fill, time will be used for process-improvement projects related to the current onboarding process.
• You will be responsible for ensuring that accurate records are kept in Salesforce and wherever else appropriate for all client-related information; you will keep track of inquiries, resolved issues, and agreed-upon solutions in an organized and efficient manner.
• You will answer questions from prospective and current clients via phone, text, or email in a timely manner.
• As needed, you will support entrepreneurs in filling out the application if they have questions or need additional information.
• As needed, you will lead the process of reviewing submitted applications; while this process has been recently automated, there is still a need for some manual review and troubleshooting.

Client Journey & Event Design

(25% of time)

• You will act as the Onboarding Subject Matter Expert: ensure that Onboarding-related processes and procedures are kept up to date; be seen as the go-to person for onboarding questions within the team and the organization; offer internal training and refreshers on procedures as needed.
• Identify opportunities for process and service improvements, and contribute feedback on workflow effectiveness. Identify bottlenecks as you see them and make recommendations on how to improve them, ensuring the smooth operation of connecting clients to services and maintaining high client satisfaction.
• You will be responsible for planning and hosting community-building events, where the goal is to bring Entrepreneurs together to connect, exchange knowledge and resources, and create a sense of common identity. Through these events, you will facilitate relationship building and deepen the sense of community and belonging within the Start Small Thing Big community.

Skills, Knowledge and Expertise

• You can work West Coast hours: you can complete the majority of your work and all intakes during the West Coast business day (9-5pm PST).
• You are a bilingual Spanish speaker or have full professional proficiency, eager to assist us in serving client populations more effectively in Spanish-speaking communities.
• You have a demonstrated commitment to inclusive community and economic development work.
• You are a great listener, empathetic to entrepreneurs and compelled by their stories.
• You have excellent communication skills, both oral and written, that allow you to effectively interact and build strong trust and relationships with new clients. The idea of communicating complex concepts (technical, financial, legal, etc) to non-technical/expert audiences is in your wheelhouse.
• You are a critical thinker and can make informed on-the-spot decisions; you are solution-oriented.
• You display a high level of attention to detail in the many moving parts of this role.
• You display good organizational and time-management abilities.
• You can work effectively independently and with a team; you thrive in a virtual working environment.
• You are computer proficient and demonstrate an ability to adapt to new technology tools and processes. Experience with Salesforce and/or other CRM platforms is strongly preferred.
• A minimum of 3 years of experience in a customer service role is essential.
• Familiarity with the small business ecosystem and small business resources is a plus, as is previous intake experience.

Benefits

• Generous PTO package (25 days) and all federal holidays
• 4-day work week (Mon - Thur)
• Hybrid work arrangement with core & flexible hours
• Safe & sick time separate from PTO
• Paid parental leave (up to 12 weeks)
• 3 paid volunteering days
• Tuition reimbursement (after 12 months of employment)
• Supplementary training and skills training stipends
• Home office set-up stipend
• Competitive health insurance package with contributions for employee + dependent children
• 401k with employer contributions up to $1,200 per year
• Life, AD&D insurance
• Access to various other benefits including health and dependent Care FSAs, pre-tax commuter plan, dental and vision insurance

Start Small Think Big provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.