GENEDGE Small Business Services Manager

Title: GENEDGE Small Business Services Manager

State Role Title: Program Manager

Hiring Range: $64,860 - $97,289

Pay Band: UG

Agency Website: www.genedge.org

Recruitment Type: General Public - G

*This is a GENEDGE position. Patrick & Henry Community College/VCCS serve as fiscal agent*

Job Duties

 The GENEDGE Small Business Services Manager is the primary contact and client services manager for GENEDGE clients served by Small Business Services. This includes

· Marketing and promotion of the Alliance membership program to drive new subscribers.

· Nurturing member engagement with Alliance services to provide value.

· Building strong client relationships to maintain existing clients and acquire new clients served.

· Providing feedback on marketing and service delivery to improve messaging and service impact.

· Provide client management and coaching for GENEDGE clients with 20 employees or less.

The Small Business Services Manager works directly with company owners, senior leaders and employees in manufacturing, engineering, and technology companies to support their use of Small Business Services. They also serve as the primary GENEDGE client manager for small company leaders that engage through the Emerging Business Leadership Program. They promote the GENEDGE Alliance service model, drive membership and facilitate delivery of Alliance services, with the particular focus on market penetration in the Emerging Business segment. Their primary responsibility is to provide a consistent and growing number of clients served and new clients served with Small Business services. These offerings range from use of digital services such as online training or digital content and tools to facilitated services such as Supply Chain support or the Emerging Business Leadership Program. They will coordinate activities to support the delivery of Small Business Services with internal and external resources including consulting advisors, Administration, Finance, Marketing and Leadership. This position will be based out of our Richmond office. 

Duties and Responsibilities

· Participate in marketing campaigns and promotions to generate leads for GENEDGE Alliance members.

· Prospect for new Alliance members to grow membership over time.

· Track and manage member engagement with Alliance services to promote potential impacts and provide feedback on service offerings and client needs to drive ongoing service development.

· Facilitate membership renewals to drive client retention via reporting, analytics and building solid relationships.

· Provide ongoing client management and coaching for Emerging Business clients (manufacturers with 20 employees or less) to facilitate service delivery of dedicated programs and/or client services where feasible.

· Develop and maintain long-term relationships with key Emerging Business and GENEDGE Alliance clients.

· Serve as the lead point of contact for all customer account management matters related to GENEDGE Alliance membership.

· Utilize Salesforce to maintain complete call records, gather business intelligence and validate customer/account information.

· Prepare service proposals, gain appropriate GENEDGE approvals, present and close them with clients and prospects.

· Determine GENEDGE Alliance clients that can be reported as surveyable due to significant interaction.

· Execute client training through webinar, Learning Management System and in-person events.

· Serve as liaison between clients and internal teams to ensure the timely and successful delivery of our solutions and services according to customer needs.

· Manage all GENEDGE Alliance manufacturing business accounts. Collaborate with sales management to retain, increase, and facilitate profitable relationships.

· Network with clients, partners and referral sources to build relationships and sustain them.

· Deliver presentations and workshops to develop and inform stakeholders, leads and prospects.

· They support administrative requirements to assure proper project management and closure. They will be responsible for ensuring client satisfaction at project closure and impact collection and reporting.

· Clearly communicate the progress of initiatives to internal and external stakeholders

· Forecast and track key business metrics (e.g. membership, clients served, etc.) and report status.

Skills and Specifications

· Must have excellent interpersonal and presentation skills with highly effective written and verbal communication skills.

· Must be confident, outgoing, and adaptable to rapid change.

· Must be adept at managing multiple projects simultaneously while meeting deadlines, with strong attention to detail.

· Must have the ability to provide coaching/mentoring to leaders of emerging (<20 employees) manufacturing companies.

· Must have efficient project management combined with strong analytical and interpersonal skills.

· Must be versatile and deal with clients from various walks of life, including small team leadership and participation in strategic engagements at the leadership level [business owner, President].

· Need current knowledge of digital service delivery, computers, web conferencing, cloud computing and follow the latest in technology.

· Must be able to deal with stress and work under pressure.

· Ability to analyze data and draw insights to inform account planning.

· Selected applicants must pass a criminal records background check.

Education and Qualifications Required:

· A BS degree in business or marketing or related discipline or equivalent combination of education, training, and/or experience

· At least 3-5 years of progressively greater client or account management in an industrial, economic development, manufacturing and / or technology environment or equivalent

· A working knowledge of digital and content related subscription services

· Previous direct customer facing support experience

Additional Considerations

Preferred:

· A Master’s degree or equivalent is desirable along with professional certification such as in Continuous Process Improvement, Quality Management, Financial Planning and Analysis, Consulting, etc.

· Experience working with small manufacturing or industrial companies.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: Teddy Martin

Phone: 7578070777

Email: tmartin@genedge.org

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.