client operations
For nearly 20 years, half full, llc has flipped the script on traditional methods of corporate development. We are “not your average facilitators,” passionate about curating custom, intentional, and creative experiences to guide teams and companies through a series of discussions and activities that inspire them to open up, be brave and vulnerable, and reach their breakthrough moments.
And we’ve recently turned the page to one of our most exciting growth chapters!
Over the last few months, we’ve considerably grown — expanding our services and capabilities, extending the reach of our community and social impact, and welcoming new team members to half full. As we eye the next stage of our growth imperative, we are looking to bring onboard a client services and operations extraordinaire who will drive and support our mission of cultivating unbreakable client relationships.
This is a brand-new role for our team… here’s how we see the first few months in this role and from there, we know the right person will shape it even more powerfully than we could have envisioned!
First 30 Days
Perform a deep dive analysis into our current client landscape, unearthing — the WHY of our clients when they bring in half full; challenges and opportunities we solve for our clients; our unique approach to facilitation and workforce development; the lasting impact we have on our clients
Shadow prospect discovery calls and meetings with our Founder, paying attention to how we articulate the half full Way, learning our services and delivery mechanisms, and gaining clarity on how we honor our mission to be “not your average facilitators”
Collaborate with our team of facilitators, experience curators, and trainers to gain firsthand insight into how we deliver against our core services of team building, leadership development, and organizational development
Begin client account mapping to help us see more deeply into existing accounts: organize and strengthen approaches to client database management; identify strategies for deepening and expanding existing relationships; and pinpoint opportunities for cross- and up-sell
In Month 2
Work in partnership with our Founder on learning our processes for SOW creation, proposal templates, contracts, grant writing, etc., that are critical to creating an expedient and effective sales process
Attend and support facilitators on their gigs, expanding your perspective on how we deliver against values-centered, innovative facilitation
Help us start to document and visualize our end-to-end client journey, pinpointing areas to double down, pockets for improvement, and industry-leading practices to incorporate into our journey
By 90 Days
Assume account management of select clients, working in partnership with half full team members to ensure superior service delivery, smooth onboarding and operations, and the cultivation of an unbreakable client relationship
Help establish with our Founder an ongoing strategy for client management and relationship cultivation — e.g. check-in cadences, tactics to use to build connectedness (phone, text, in-person events, etc.), quarterly business reviews, etc.
Share recommendations on how to improve our client journey from advising on project management tools to client operations best practices to proposal and SOW generation methodologies to internal enablement and public-facing collateral that needs to be created next
Gain awareness and understanding into the role that small business grants, research, applications, and government contracts play in our client acquisition processes
Shadow our Founder to understand our approach to nonprofit partnerships, particularly when it comes to RFP creation
Increase your understanding and awareness of the role that applying for awards and certifications could have in fueling the half full growth imperative
Participate in in team-wide workshop debriefs and post-mortem discussions, lending constructive feedback on how to further improve the client experience
About You
You are committed to understanding and demonstrating half full, llc values
You’ve come from either a corporate, nonprofit, or consultancy background, and have deep appreciation — no judgement! — for the unique components of each world
A true people person who can seamlessly and successfully cultivate relationships and build trust across all personalities, company types, titles, functions, etc.
Your career has centered around the following main domains: client services, project management, client account management, business operations, and entrepreneurship
SOPs, frameworks, organizational structures, and best practices are your jam
Social impact — being able to do well and do good — is among your core motivators
The concept of going from good to great energizes you; your secret power (among many!) is turning good into amazing
A collaborator and team player who enjoys the creative process
Proactive in the work and also comes prepared with solutions to challenges
BONUS… you would be open to and even like workshop facilitation and public speaking!
Qualifications
Minimum of 7 years’ experience with client services, project management, account management, or a related discipline
Ability to build unbreakable client relationships and interact confidently and effectively with executives
Driven by client happiness, with a proven track record of growing client accounts, relationships, and satisfaction
Ability to communicate and collaborate with multiple stakeholders who often have differing perspectives
Excellent communication, presentation, project management, and interpersonal skills
Flexible, adaptable, and someone who works gracefully under pressure, especially around clients
High school degree and demonstrated work experience
Valid driver’s license
Getting Down to Business
Full-time position
Salary commensurate with experience
Work will be a mixture of onsite in the Providence office, on location with clients and remote
Flexible work hours/work schedule