Member Experience Associate

Job Description

Overview:

Portfolia is seeking an exceptional Member Experience Associate who can ensure our members receive a premier experience with high-level community engagement as we scale and grow throughout the US and globally.

You must be comfortable working with highly successful and confident women at the peak of their careers and those who aspire to be so. You will onboard and integrate them into the Portfolia community, understand their individual and collective needs and how it impacts the product and program overall, assist them in activating their networks, and be a one-point-of-contact problem solver.  

You are the roll-up-the=sleeves, get-it-done but can also see the bigger vision.  You have an entrepreneurial mindset and work best in fast-moving, ever-changing environments.  Your success enables us to continue to have delighted members, an NPS score of 60 or better, and a constant referral stream of new investors, as we rapidly grow the business.

 

What You’ll Do:

  • Member outreach to help enable members to effortlessly activate their alumni, business, leadership, and social networks as investors and influencers to support Portfolia’s movement to build investing opportunities for women.

  • Responsible for uncovering referrals and future investment opportunities through member outreach and engagement.

  • Responsible for new member onboarding

  • Deliver an exceptional member onboarding experience, including understanding and documenting member data, personas, and expectations, and quickly engaging them in their optimal Portfolia experience to help uncover referrals and identify sales opportunities.

  • Host monthly new member orientation sessions

  • Evaluate the current onboarding program and make recommendations for enhancements to deepen engagement and uncover referrals

  • Member Satisfaction

    • Serve as the point of contact for members seeking information, materials, and content, or have feedback, concerns, or problems and tracking their satisfaction through the system, and ensuring relevant feedback as identified and shared for shaping and evolving future programs/initiatives.

  • Foster digital communications through social channels and other community platforms

  • Assist with direct communication to members to encourage engagement throughout customer lifetime

  • Create a system for tracking/reporting measurement of engagement, referrals, and satisfaction

Qualifications and Skills

  • BA/BS or equivalent work experience and 5+ years of customer success, or member engagement, and/or digital community building in a growth environment

  • Strong time management skills, ability to think strategically, and manage multiple projects simultaneously.

  • Deep expertise with Slack, Google Suite, Zoom, Hubspot and CRMs.

  • Comfortable working with quantitative and qualitative data to evaluate success of programs

  • Experience using social media to reach, connect, and galvanize a community

  • Experience working with sophisticated consumers

  • An empathetic listener who supports people while providing data-driven resources

  • A self-starter who enjoys taking initiative, especially through ambiguity

  • Someone who thrives in a fast-paced environment is flexible and has high energy to get things done.

  • An organized driver of projects and programs 

HQ Location:

San Mateo, CA in the San Francisco Bay area; but the position is open to candidates across the US. Some travel required in a post-COVID environment

Additionally

  • Full-Time Position

  • Competitive Salary and Stock Options

  • Liberal Paid Time Off

  • Candidates must be authorized to work in the US

How to Apply:

Paula.DeLaurentis@Portfolia.com with the subject line “Application: Member Experience Associate”