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Bilingual Client Relationship Manager - CA

Posted by

Start Small. Think Big., Inc.


New
|
Published 12 days ago

January 1, 2021
December 20, 2020
$60,000 - $65,000

Start Small Think Big is a non-profit on a mission to empower and catalyze under resourced entrepreneurs. Founded 10 years ago in New York City, we have successfully expanded our offices to San Francisco, Oakland, and San Jose. We are now in the midst of another period of exciting growth and expansion, as we work to grow existing programs nationally to serve larger numbers of entrepreneurs, in particular with an emphasis on language accessibility. 

We are seeking a bilingual Spanish speaker who can translate our work to communities in CA and beyond to help serve our client populations more effectively. This role is focused on streamlining a client's journey throughout the duration of their services, as well as improving outreach, engagement, and outcomes for Spanish-speaking small business owners. This role will be charged with building trust, leadership, and fostering communication in target communities.  

This role is an exciting opportunity for a community oriented team member with excellent interpersonal skills who can contribute to our clients’ customer experience. The Client Relationship Manager is a critical member of the Start Small team and the first person our clients, community partners, and supporters will meet. In addition to serving our West Coast clients, this role will be charged with ensuring our services & programs are increasingly accessible to Spanish speaking client populations across all locations. The Client Relationship Manager reports directly to the Director, Client Relationship Management. Job responsibilities include, but shall not be limited to: 

1. Managing the onboarding process for Start Small entrepreneurs which includes:

  • Answering questions from prospective clients
  • Reviewing submitted applications
  • Screening for client eligibility 
  • Conducting client intakes to understand their needs and make recommendations for the types of resources and services Start Small can provide to help them be successful
  • Identify bottlenecks, drive improvements in processes, tools, and reporting

2. Improve accessibility to clients through Spanish language outreach, services and programming. Collaborate with Client Relationship, Outreach, and Volunteer staff to ensure that we are attracting and supporting Spanish speaking clients. Work with these teams to improve our client outreach, onboarding, and journey to support accessibility of our work. Collaborate with our programming team to improve bilingual capacity for public-facing programs, volunteer engagements, clinics, and other services. Build effective resources, relationships, processes, and tools that make this work scalable across locations. 

3. Provide ongoing case management services for entrepreneurs as they receive services from Start Small, including conducting regular follow-up interviews to track entrepreneur progress. Maintain ongoing caseload and consistent documentation of case management contacts and client progress. Collaborate with teammates to deliver Start Small’s full set of services to businesses and ensure the team is regularly exceeding annual goals.

4. Establish, maintain and enhance strong collaborative relationships with community and governmental organizations as well as other service providers, including representing Start Small Think Big at community partner events to market our services and connect with other organizations. Collaborate with our Outreach team to identify and build relationships with key partners on the ground.    

Preferred Skills/Qualifications:

  • College degree and/or 2-3 years of demonstrated experience in community organizing, community development and/or program service roles with a focus on communities of color, immigrants, and underrepresented communities.
  • The ability to communicate clearly and confidently in Spanish is required.
  • You have excellent interpersonal skills, and can comfortably communicate with diverse stakeholders, maintaining a client-centered approach. 
  • You have a demonstrated commitment to inclusive community/economic development, social and economic justice work, and / or anti-poverty work.
  • Willingness to innovate, adapt, solve problems creatively, and drive new approaches to work is strongly encouraged. 
  • Ability to work independently as well as collaboratively in a team and manage a large workload. 
  • You are organized and possess excellent time management skills; you are able to meet deadlines and juggle multiple tasks at once.
  • You are computer proficient and demonstrate an ability to adapt to new technology tools and processes. Experience with Salesforce and/or other CRM platforms strongly preferred. 
  • Experience communicating complex concepts (technical, financial, legal, etc) to non-technical/expert audiences. 

Location 

This role will work out of our Oakland or San Jose Office and reports into our Client Relationship Director based in our NYC office.  

During the duration of the current pandemic the role will remain virtual 

Start Small Think Big is a non-profit on a mission to empower and catalyze under resourced entrepreneurs. Founded 10 years ago in New York City, we have successfully expanded our offices to San Francisco, Oakland, and San Jose. We are now in the…

Details at a glance

  • On-site Location
  • Full Time Schedule
  • Professional

Benefits

Benefits: Generous PTO package (25 days) and all federal holidays. Sick time separate from PTO. Competitive health insurance package and access to various other benefits including pre-tax commuter plan, life insurance, dental and vision insurance, among others. 

Benefits: Generous PTO package (25 days) and all federal holidays. Sick time separate from PTO. Competitive health insurance package and access to various other benefits including…

Level of Language Proficiency

English - Fluent

Spanish - Fluent

English - Fluent

Spanish - Fluent

Location

Oakland, CA

How to Apply

Submit resume and cover letter to: careers@startsmallthinkbig.org (include subject line: “[your name], Client Relationship Manager.”


Submit resume and cover letter to: careers@startsmallthinkbig.org (include subject line: “[your name], Client Relationship Manager.”


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