Institute for Entrepreneurial Leadership

Job Description

Posted: January 5, 2024

Title: Client Success Program Coordinator

Reporting Relationships:

This position reports to the Director of Client Services & Programming.
The following positions/relationships report to this one:

● Program Assistant
● Interns

Position Objective

The Institute for Entrepreneurial Leadership is a team-based supportive environment in which all employees are actively engaged in promoting the vision and development of the organization.

Program Coordinators represent the first-line relationship between program participants and the organization. As such, they are responsible for creating a positive experience and impact for program participants. Program Coordinators plan and coordinate all operational facets of their assigned programs, including program scheduling, securing program locations, coordinating participant recruitment and intake, tracking program impact and outcomes, and documenting standard operating procedures. Each Program Coordinator may be assigned to one or more programs.

Position Requirements

● Must be available to work from the IFEL office in Newark, NJ, or from a shared space in
Charlotte, NC (100%)

● Reliable computer and high-speed internet, video/audio capability including headphones
(100%)

● Must be able to conduct video meetings on-camera (100%)
● Must be able to attend client meetings/events as needed (30%)
● Must be available to travel for the WOCCON Road Show Events nationwide (30%)
● Must be able to attend early morning/evening/weekend events and meetings as needed (30%)

Institute for Entrepreneurial Leadership is an Equal Opportunity Employer.

Institute for Entrepreneurial Leadership

Performance Expectations

A culture of accountability, integrity, and teamwork is the best combination to deliver exceptional results and provide our clients with the high-touch, hands-on support they need to succeed and our volunteers with the enriching experience they desire. Toward this end, we center our performance expectations around three key areas: maintaining a positive attitude, demonstrating a professional demeanor, and consistently delivering on time with excellence. We value individuals who approach their work with enthusiasm, professionalism, and a can-do attitude, as this engenders trust and confidence in clients and teammates. It is essential that all team members prioritize completing their deliverables on time, as this ensures we meet our stakeholders’ expectations and maintain our reputation for excellence. By upholding these performance expectations, we can collectively create a collaborative and supportive environment that drives success for our stakeholders and our team.

Duties and Responsibilities

This position will require your energy and creativity every day to serve our audience with the passion and dedication that is the IFEL Way. In this position, you will be responsible for the following:

Client Services: Program Coordinators must have exceptional organizational skills, excellent communication abilities, and a strong desire to connect with the small business owners, entrepreneurs, and founders we serve. You must be adaptable to new opportunities that will help the organization expand and offer more resources to our clients. On a daily basis, you will review intake applications, schedule one-on-one meetings onsite or virtually, assess business owner priorities, and match them with the right IFEL resource in a timely manner. Along with these responsibilities, you will track their progress and celebrate their wins.

Event Management: Program Coordinators will coordinate and carry out the logistics needed to execute events related to our programmatic objectives.

Communications: Program Coordinators will develop and post content on our community engagement platform and create and coordinate content for our newsletters and general communications. Program Coordinators are responsible for calling clients to follow up on event attendance and as part of general client portfolio management responsibilities.

Marketing: Program Coordinators are responsible for identifying marketing partner prospects and nurturing marketing partner relationships. Program Coordinators will actively engage in social media and maintain the social media properties related to their respective programs.

Reporting: Program Coordinators are responsible for completing the required documentation to produce the reports associated with their respective programs. Program Coordinators are responsible for ensuring the timely distribution of evaluations and surveys to ensure the collection of information needed for reporting purposes.

Institute for Entrepreneurial Leadership is an Equal Opportunity Employer.

Institute for Entrepreneurial Leadership

Administrative: Program Coordinators will support the review and development of program
SOPs, revision of training materials, development of instructional curricula, management of databases, and coordination of trainings.

Other: Program Coordinators will provide support to other IFEL team members at peak times.

Education and Skills Required

We are looking for candidates who are driven by purpose, enthusiastic about the work, and have strong skills. Candidates with an Associate’s Degree and at least four (4) years of administrative experience or a Bachelor’s Degree plus 2 years of related experience are preferred. Candidates must be able to work in Charlotte, NC, OR Newark, NJ.

The Program Coordinator’s judgment, tact, and diplomacy are integral to success as the position may require knowledge of highly confidential and sensitive information. The person in this position must be able to work independently and deliver on time in a fast-paced environment that is constantly changing. The right person for this position will be able to set priorities, resolve problems, and complete projects on time, and will be a detail-oriented problem solver with a
“can-do” attitude when faced with challenges. Strong candidates will have a “buck stops with me” accountability-driven mentality and will ask good questions to guide decision-making as needed.

The nature of this position requires strong interpersonal communication skills as the foundation for client service. Success in this role will require you to nurture and manage client relationships.

In addition to these general requirements and expectations, we expect strong candidates for this position to possess the following skills:

● Excellent oral, written, interpersonal, and communication skills
● Proficiency in Google Docs, Sheets, and Slides (or Word, Excel, PowerPoint)
● Proficiency with social media, including Facebook, Instagram, Twitter and LinkedIn
● Must be willing to learn new computer and web-based applications
● Ability to set priorities and resolve problems with minimal supervision
● Ability to thoroughly research, analyze, and summarize information
● Ability to organize and develop document and presentation drafts
● Demonstrated ability in composing, typing, and proofing general correspondence
● Ability to meet deadlines

Preference will be given to applicants with:
● Bilingual Spanish/English proficiency
● Community-building experience
● Valid driver’s license

Financial Authority
The Program Coordinator is required to get approval for all expenditures.

Institute for Entrepreneurial Leadership is an Equal Opportunity Employer.

Institute for Entrepreneurial Leadership

Performance Measurement

The Client Success Program Coordinator will be evaluated based on meeting client support and engagement objectives and goals, including:

● Increase in the # of clients in attendance at IFEL events
● Increase in # of clients matched with IFEL resources
● Increase in the # clients applying for resources
● Increase in the # of clients feeling supported by IFEL Programming Team
● Increase in the # of relationships built with clients
● # of contacts with clients in your assigned portfolio

Other essential components of performance evaluation are overall team contribution, positive attitude, and professional demeanor.

Compensation

Status: Hourly, non-exempt
Level: Coordinator, Level I

Hourly Rate: $17.00 - $22.00, based on experience and funding, which will be paid bi-weekly via direct deposit subject to deductions for taxes and other withholdings as required by law or the policies of the Company. A discretionary bonus may be paid, at the sole discretion of the CEO, based on individual and Company performance.

Institute for Entrepreneurial Leadership is an Equal Opportunity Employer.

Institute for Entrepreneurial Leadership

What we offer

The work we do at the Institute for Entrepreneurial Leadership requires a lot of intellectual and emotional investment from our team members daily, in addition to keeping up with the fast pace of our deliverables schedule. Recognizing this, providing opportunities for rest, growth, and development for the individuals who make the IFEL magic happen is important.

● Time off - Our team members get 28 days of paid time off per year, including ten (10) company holidays 5 sick days as soon as you start, and ten vacation days with increases based on longevity 3 floating holidays after completing the 90-day introductory period. This time off will give you time to take care of your health, care for others, and recharge your spirit as needed.

● Feedback - The only way to get better is through a cycle of continuous review, reflection, and change implementation. We regularly provide team members with feedback designed to promote improvement so that you can be the best professional you can be and we can deliver the best service possible to our clients.

● Professional Development - The IFEL Leadership Team is committed to your success and helping you reach your full potential. While all team members come to the table with valued skills, there is always room to develop new skills. Each team member is expected to seek opportunities to improve core competencies and learn new skills related to your position.

● Building Community - Because IFEL’s success is rooted in relationship connectivity, we strongly encourage our team members to engage in IFEL programming in one way or another. This will help you feel connected to the IFEL mission and experience the impact of our work firsthand.

Institute for Entrepreneurial Leadership is an Equal Opportunity Employer.

Institute for Entrepreneurial Leadership

Application Process

Application Deadline: Open until filled

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off

Experience level:

• 2 years

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus opportunities

Travel requirement:

• Travel
• Up to 25% travel

Ability to Relocate:

• Charlotte, NC: Relocate before starting work (Required)

Work Location: In person