Associate Client Services Advisor

POSITION SUMMARY

The Associate Client Services Advisor (CSA) is a leader amongst peers and works alongside leadership partners of the Client Services Team, as well as the Director, Client Services. The Associate CSA is responsible for supporting the Client Services Team and displays a high level of competency and problem solving skills. Responsible for both the customer service experience and member retention efforts for the organization, the Associate CSA seeks to ensure a first-class experience for all the constituents of the Vistage-inspired community, and will therefore support the CSA who functions as the designated “go to” for our 600+ Chairs and the 19,000+ US membership base. In addition to the essential duty of Client Services Advisor support, the Associate CSA will also be measured on his/ her ability to work with a high level of efficiency and detail. This position requires regular phone/email conversations with C-level clientele, including internal staff, so it requires considerable tact, discretion and persuasion in order to obtain willing action and consent from those involved. A keen understanding of the audience they support, coupled with the ability to build and maintain significant and enduring business relationships, is a must to be successful in this high-impact role.

THE COMPANY

Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster, as well as for SMB leaders to maximize their impact.

The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 35 counties worldwide. These SMB executives spend a day or more with Vistage every month to immerse themselves in our comprehensive platform for making better decisions, getting better results and becoming better leaders. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), and deep insights from subject matter experts.

Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and being relentless in delivering value to our members. Our success is demonstrated by the fact that Vistage member companies grow 2.2 times faster than non-Vistage peer companies. Learn more about us at www.vistage.com.

VISTAGE EMPLOYEE LIFE

Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success:

• Welcome to our home. Our US headquarters sits in the heart of San Diego’s UTC area. It features an open, modern aesthetic with lots of collaboration spaces, free lattes and nitro cold brew coffee on tap! From our San Diego base, we collaborate with colleagues based across the country and around the world.
• We sweat the details. Our on-site gym is decked out with Peloton bikes, a Mirror workout system and plenty of other equipment to keep your workout challenging and fresh. On-site yoga classes, chair massages and smoothie days also help to keep us focused and healthy!
• We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within, and employee progression plans are complemented by all-staff development days held in our state-of-the-art learning center. Employees also have access to tons of individualized development resources and a generous tuition reimbursement program.
• We invest in you. Our employee benefits program is one of the most generous you’ll find. Fully-paid healthcare is provided for employees through Anthem Blue Cross, along with access to company-subsidized dental, vision and life insurance coverage available to employees at very low rates. Take care of your financial future with 401(k) matching funds eligibility after your first month as an employee. Use the free individual investment counseling we provide to help you grow the money you’ve saved. You’ll also start with 16 days of paid time off per year to allow you to relax and recharge; employees receive additional annual paid days off based on tenure.
• We keep it fun! Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules and the freedom to work from home in bunny slippers if that’s your thing! We value mutual respect and laughter . . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats!

Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey?

RESPONSIBILITIES:

Associate CSA responsibilities:

• Assist CSA with activities associated with Client Support and Retention.
• Adhere to work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives.
• Represent the team, in department meetings or accompany the CSA as needed.
• Thoughtfully participate in department meetings providing insights from a place of experience and curiosity.
• Serve as a resource for the CSA’s; providing them with up-to-date information, and being available to provide support.
• Update Client Servicesreporting including but not limited to: Webinar support, Transitions reporting, Pulse of the Customer, Daily Management reporting, Referral tracking, VCG report etc.
• Support administration and follow-up of regularly scheduled semi-monthly MyVistage overviews that are offered to Vistage Worldwide members and Chairs.

Support CSA’s with the following responsibilities:

• Member Retention Interviews: Assist in conducting engagement calls with current members (particularly at the beginning of their membership journey) in order to determine full value and satisfaction.
• Client Service Support: respond within 24 hours to all client inquiries regarding, but not limited to, business, general and technical support, accounting, membership, problem solving, and curriculum development.
• Welcome New Member Calls and Thank Departing Members: Reach out to welcome new members and thank members who are departing Vistage. Provide support for an open platform for feedback and questions.
• Policy/ New Initiative Promotion: Support communication to the Chairs on any new company policies being enforced and/or new initiatives enacted. Be available to be the resource and knowledge base for the Chairs.
• Ensure Chair and Member Success: Assist CSA in partnering with Chairs and help with ways to create a successful journey for their members. In addition, assist CSA’s to ensure the Chair’s overall success with Vistage.

QUALIFICATIONS

• Relationship Builder: Ability to connect with other and form positive relationships. This is extremely important in establishing partnership with Chairs.
• Takes Initiative: Seeks out and seizes opportunities, goes beyond the "call of duty," finds ways to surmount barriers. Resourceful. Action- oriented "doer," achieving results despite lack of resources. Re- stimulates languishing projects. Shows bias for action and making decisions.
• Is a Team Player and Natural Leader: Reaches out to peers to tear down walls. Initiates conversations and does not wait for a peer to address them. Overcomes “we-they” relationships. Approachable. Earns a reputation for leading peers. Cooperates with supervisors (but not “yes person”) and establishes collaborative relationships with peers (without being a “pushover”).
• Problem Solver – Utilize resources and knowledge to effectively solve problems. Provides solutions with a can do attitude. Timely and helpful in their responses.
• Has Presence: Professional in demeanor. Creates favorable first and subsequent impressions through appropriate body language, eye contact, posture, voice qualities, bearing, and attire. Puts people at ease. Builds and maintains trusting relationships with all constituencies (associates, customers, community, and professional organization). Exhibits friendliness, sense of humor, genuineness, caring. Even when frustrated, treats people with respect.
• Impeccable Communicator: Communicates effectively one to one, and asks questions when needed. Demonstrates fluency, "quickness on one's feet," clarify organization of thought processes, and command of the language. Easily articulates thoughts and concerns. Keeps people informed.
• Strong Listening Skills: "Tunes in" accurately to the opinions, feelings, and needs of people. Understands impact of one's behavior on others. Empathetic. Patient. Lets others speak; listens actively, "playing back" a person's point of view.
• Expects Excellence: Sets high, “stretch” standards of performance for self and all coworkers. Demonstrates low tolerance for mediocrity. Requires high-quality results. Exhibits conscientiousness and high sense responsibility.
  

EDUCATION/EXPERIENCE

• Experience with clients/customers and has ability to resolve issues and handle challenges they are faced with.
• Ability to effectively communicate in a professional and respectful manner.
• Strong customer service skills; ability to interact with C-level clientele.
• Excellent communication to partner CSA’s and with C-level clientele.
• 3+ years experience with inside phone sales/ consulting/ customer service/customer success
• Strong understanding of SalesForce CRM tool (2+ years)
• Computer knowledge to include Windows NT, MS Office, database operations and Internet research
• Working knowledge of basic accounting practices

TOTAL COMPENSATION RANGE

$66,600 Salary + Corporate Bonus (salary based in San Diego, CA)

JOB LOCATION

Hybrid in San Diego; 2 days onsite, 3 days offsite