Head of Member Experience

Powertown; Boston; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

NONE

Job summary

Powertown is seeking a customer-facing professional to own relationships from introduction through signed Powerblock contracts. You will build and manage a robust pipeline system, ensuring opportunities move forward with trust and clarity.

Collaborate with the software team to enhance the member portal and related materials, creating a smoother experience for prospective customers. The role emphasizes personable communication and a passion for coordinating with industrial and national business

Qualifications

• 2–6 years in a customer-facing role at an early-stage or technically complex company.
• Experience owning high-consideration customer relationships through contract execution.
• Ability to construct a formidable project management system to manage hundreds of inbound opportunities a year.
• An empathetic communication style and a genuine love of connecting with people while moving high-consideration opportunities forward.

Responsibilities

• Own prospective member relationships from introduction through signed Powerblock contract, maintaining trust and enthusiasm while moving opportunities forward.
• Construct and maintain our internal pipeline management system to manage hundreds of inbound opportunities a year with structure, standardization, and rigor.
• Work with the software team to continuously improve the Powertown member portal and materials.

Skills

Customer relationships

Empathetic communication

Project management

Bias toward action

Organizational skills

Tools

CRM software

Job description

Overview

Own every prospective Powertown member from introduction through signed Powerblock contract. You will be responsible for the interactions, process, and systems through which we manage our growing pipeline, making weekly improvements to keep retention high and guarantee leads become signed contracts.

Powertown is a human-serving company, and this role requires being extremely personable and deeply interested in customer success. This comes naturally if you are inspired by the stories and experiences of industrial, family-run, and national businesses. The role includes the opportunity to become a long-term leader at Powertown, eventually leading the experience of hundreds of customers across the country.

Key responsibilities

• Own prospective member relationships from introduction through signed Powerblock contract, maintaining trust and enthusiasm while moving opportunities forward

• Construct and maintain our internal pipeline management system to manage hundreds of inbound opportunities a year with structure, standardization, and rigor

• Work with the software team to continuously improve the Powertown member portal and materials, making it increasingly effortless for prospective customers to move through our process

Must-have qualifications

• 2–6 years in a customer-facing role at an early-stage or technically complex company, with experience owning high-consideration customer relationships through contract execution

• Ability to construct a formidable project management system to manage hundreds of inbound opportunities a year. Ideally, experience using or building a platform like this in the past

• An empathetic communication style and a genuine love of connecting with people while moving high-consideration opportunities forward

• A bias toward action, getting projects moving on a faster timeline than customers may have thought possible

Nice-to-have qualifications

• Engaging directly with customers to improve a product, process, or customer experience

• Visiting or working within operating commercial and industrial facilities