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Client Services Coordinator

Position Summary: 

The Client Services Coordinator supports all three Sanford Programs; Sanford Harmony, Sanford Inspire and Sanford Institute of Philanthropy.  The Coordinator is responsible for handling all implementation and training support/coordination/scheduling, coordinating conferences/exhibits and events, community/client engagement, expansion support in assigned accounts, inventory, and CRM tracking and reporting. This position may require minimal travel within assigned region.

Essential Functions:

States supported:

  • 10-12 states per region (West, Central, Southeast, Northeast)

Implementation and Training Support:

  • Take a lead role in managing Professional Development activities associated with the initial preparation, scheduling, updating, delivery and execution
  • Customer scheduling for appropriate PD [self-pace, onsite and online], communication follow-up, escalation & confirmation.
  • Maintain strong presentation skills and develop online presentation for webinars and online training support within assigned region.  Able to facilitate webinars and maintain professionalism in all interactions with internal and external clients.
  • Also, work closely with customer and ambassadors/lead ambassador/director in the following functions; consultative
  • Schedule and attend team meetings with the various business units to insure continuity of; processes, offering specifications, scheduling events in territory, training requirements and distribution of general information required to support and maintain the various offerings supporting the business.
  • Excellent customer relationship and account focused skills.
  • Effectively deal with a variety of customer situations; pre/post scheduling & monitoring activities, adverse situations, consult client on appropriate professional development offerings, scheduling discovery & implementation, direct customer pre-training environment [dates, logistics, data load], maintaining updated customer profile information in CRM
  • Proactively establish, participate and maintain a working relationship with the ambassadors, Harmony leadership, inside support team, and lead efforts to drive excellent client experience and improve customer satisfaction. This includes but is not limited to assisting with pre-sale support activities, on-site sales/implementation calls, post-sale activities and performing follow-up client communications.
  • Continually update our CRM system with current, timely and accurate customer account information [voice/written communications, contact updates etc.]. Serve as a liaison in providing intelligence between support, sales personnel and customer. Provide customer information updates to co-workers to ensure the needs of the users are met. 
  • Establishes and maintains team procedures that support the smooth flow of project/offerings scheduling implementations and communications to the field team.
  • Conferences and Events:
  • Coordinate regional events and conferences with Shared Services Team-the Regional Coordinator role will be part of the “events team” for large national conferences and events under the direction of Senior Client Services Coordinator, Community Engagement & Special Events and Program Directors and Managers.
  • Prepare and oversee budget for conferences and events within assigned region.
  • Assist in achieving program objectives through leads generated from conferences and - special events and drive adoption of program
  • Be responsible for conference and event inventory and displays
  • Oversees set-up of displays for conferences and events as assigned with the region.
  • Coordinate conference and event staff for assigned region with shared services team, program managers and directors
  •  
  • Work with Sr. Client Services Coordinator to provide ROI and financial reports for all events and conferences within specified region.
  • Community Engagement & Expansion:
  • Work with Senior Ambassadors and Director on expansion business plans serving as an inside representative in accounts that do not have field coverage
  • Support client demo’s/webinars and coordinate MOU process until signed in assigned accounts within assigned region under support of regional leadership
  • Work closely with Marketing to provide Social Media material for events, community engagement, and conferences.
  • Kit/Materials & Inventory:
  • Monitors and maintains current inventory levels; processes MOU’s as required; tracks orders and investigates problems.
  • Maintains database, performs tracking and coordination of forecast for inventory, and tracks inventory & forecasts monthly with DG3 & DRS printers/fulfillment centers.
  • Orders, monitors, and coordinates all on hand stock at Torrey Pines and documents returns as required following established procedures.
  • Performs all related inventory responsibilities, including data entry, answering telephones, and assisting customers.
  • Performs other assignments based on the priorities in the Harmony project cue. 
  • Coordinate the ordering and fulfillment process & tracking system internally at NU and take the lead with handling kits orders and onboarding in assigned accounts
  • Manages and maintains MAMs/Marcom system products, Users, and catalog for Sanford Education Programs

Customer Retention Management (CRM):

  • Collaborate with a cross functional team across multiple business units
  • Drive continued enhancements in the usage of the CRM tool
  • Encourage adoption across the sales team
  • Create and maintain user guides and conduct training programs for users based on defined sales processes
  • Be the “go to” resources for all CRM questions, support and user maintenance
  • Initial database import support as well as regular database de-duping and cleanup
  • Supports sales staff and management by preparing custom reports, sales data, trends and analyses
  • Maintain database of presentations, proposals and marketing material.
  • Implement, manage and track marketing campaigns and events as directed by management to increase efficiency, grow the sales pipeline and support the business in achieving revenue goals.
  • May be involved in proposal / RFP preparation and presentations (in new markets/states)
  • Plan and organizing promotional presentations
  • Coordinate and manage the lead process including lead generation activities & coordinate “lead nurturing” with NU marketing
  • Maintain, manage and grow the prospect database
  • Provide monthly webinars for ongoing training opportunities for field staff

Requirements:

Education & Experience

  • Bachelor’s Degree
  • Minimum of seven (5-7) years related experience
  • Familiarity and/or experience with PK-12 and higher education environments

Technical / Functional Skills

  • Demonstrated in-depth sales and marketing techniques and financial principles.
  • Ability to communicate effectively (orally and in written form) with co-management, internal and external customers.
  • Demonstrate the ability to anticipate and solve practical problems or resolve issues.
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