Client Engagement and Communications Coordinator
The Analysis Factor LLC is a growing statistical support company that is on a mission to make quality statistical support accessible and affordable. We offer statistical consulting, free webinars, online workshops, a membership program, a newsletter, and a blog.
We are looking for a Client Engagement and Communications Coordinator to help us with three primary objectives:
1. Help us continue to grow and improve our popular online programs, including workshops, membership, and the free resources we offer our community. In this role, your focus will be on client engagement, support, and onboarding, particularly for paid program participants. You will be a key contributor to the success of these programs. (~25 hours/week)
2. Assist our production team lead with program logistics for our Statistically Speaking membership, The Craft of Statistical Analysis free webinars, and our online workshops. This may involve instructor support, preparation for webinars and/or workshops, formatting handouts, and other program logistics. (~5 hours/week)
3. Help us support our one-on-one consulting clients. Our three consultants provide web-based consulting services via online meetings so that we can serve clients anywhere in the world. In this role, you will answer questions from potential and current clients, assist clients with our appointment calendar and meeting follow up, coordinate new client intake, attend weekly consulting meetings, assist our consultants with administrative tasks, and think of and implement creative ways of engaging and supporting current and past clients. (~5 hours/week)
While at the beginning you will do everything soup to nuts, we are ultimately looking for someone who can grow into a management position and build a team.
If you were working for us, here are some of the things you would have done recently:
Kept up to date on ways to increase member engagement and retention.
Moderated our membership forum and followed up with our members as needed.
Welcomed new members with a phone call, answered any questions they have, and mailed out their New Member Packet that you created.
Updated our member website with upcoming events for members.
Answered logistical questions for free webinar attendees.
Set up satisfaction surveys and collected and communicated the results.
Updated a master spreadsheet of all members with new additions and cancellations.
Answered questions about an upcoming workshop for someone who is considering taking it.
Written and sent out emails to our members to tell them about some upcoming opportunities we have just for them.
Measured Customer Lifetime Value for both the monthly and annual membership levels.
Helped a consulting client reschedule an appointment using our online scheduling system.
Updated consulting clients’ service usage logs of time used and funds remaining.
Investigated new systems and processes to improve our consulting program.
Created the agenda for and run our weekly consulting team meeting.
Followed up with a member when their recurring credit card charges fail due to an expired credit card.
Applications you’ll use often:
When and where you’ll be working:
We’re in an office suite on the corner of Corn and West State Street in downtown Ithaca. Within a two block radius you’ll find: Gimme Coffee, a microbrewery, free all-day parking, TCAT bus stops, massage therapists, a mechanic, multiple restaurants, yoga, a park – it’s a great neighborhood to work in.
Our office suite area includes a kitchen and a bathroom with shower, so feel free to bring your lunch and/or bike in.
There is some flexibility of when you work, and we treat you like an adult about when you come and go. That said, we are generally open during regular office hours, so expect to be in the office Monday through Friday during our core hours of 10-4 and to possibility stay later on days that workshops or webinars are being offered.
The job is a 35-hour/week full-time position with benefits, including health insurance, retirement, and paid time off.
You’re the one we’re looking for if:
You’re excited to be part of a growing, successful venture. You understand that sometimes everyone does a little bit of everything in a small office, and you’re happy to be flexible and supportive.
You’re willing to do some repetitive tasks as part of your job.
You have at least 1-2 years in a customer support or member engagement role.
You have an entrepreneurial spirit and excitement about helping us grow.
You are a stellar communicator and a bit of a grammar fanatic. You write clearly and speak well.
You are wildly productive and independent, but still like working collaboratively within a team.
You’re proactive— you like problem solving and thinking of creative and strategic ways to engage our members and clients. You don’t wait to be told the steps to solve problems or achieve goals.
You are a people person and are committed to great customer service—you truly want to get to know and understand our customers. You’re eager to be in regular contact with our members and clients, including making phone calls to our members on a regular basis.
When you get stuck on something, your first instinct is to figure it out on your own, but you aren’t afraid to ask questions.
You are meticulous about checking for typos or other errors in your work.
You are a task-management ninja. Although you’ll have adequate time to complete all tasks, this position will require you to manage when each one needs to be done.
You are not intimidated by new technology. You are comfortable using many types of internet applications and are eager to learn new ones. You are internet savvy and are interested in learning and embracing new applications and technology.
You have no fear about the fact that our business is all about statistics, even though you may not have a background in math or statistics.
You have experience with Ontraport, WordPress, HelpScout, and/or GoToWebinar.
You have taken at least one statistics class.
You have a background in communications or writing.
The Analysis Factor LLC is a growing statistical support company that is on a mission to make quality applied statistical support accessible and affordable. We offer statistical consulting, webinars and workshops, a membership program, as well as a newsletter and a blog on statistics and data analysis.
Our customers are graduate students, researchers in government, non-profits, marketing, academia, program evaluation companies, and more: anyone who gets their hands messy with data.
Please submit your resume, cover letter, and your salary expectation to Kerry at:
employment @ theanalysisfactor.com
Equal Employment Opportunity
The Analysis Factor, LLC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law.