Member Success Manager

About Kiln:

Kiln is a flex-office and lifestyle brand that strives to deliver an exceptional experience, elevating the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces.

Kiln launched in 2018 with our first locations in Salt Lake City and Lehi, Utah. Today, weve grown to 20 hubs across the Mountain West, and were 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 transform the world within the workplace, elevating the quality of life for our members and empowering teams to build in new and innovative ways.

Our community lifts individuals, facilitates learning, and creates 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 Kilns 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

Major Responsibilities:

Sales & Membership Management

• 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

Networking & Event Support

• 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

Member Experience

• 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
  

Ideal Experience and Skills:

• Strong local network
  
• 36 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
• College graduate with a four-year degree preferred, but not required
• Passion and understanding for Kilns mission and values
• Proficient in use of Google Suite, Microsoft Suite, Adobe Suite, Slack, Asana, and ready and able to learn to manage additional SaaS platforms.