Seasonal Connect

Position Description
Under the direction of the Co-Founder/CEO, the Member Success Coordinator is responsible for helping Seasonal Connect members get the greatest possible value from their membership. This position serves as a primary point of contact for potential, new, and existing members, providing personalized customer service, onboarding, platform education, recruiting support and ongoing relationship management while also supporting the worker experience and helping facilitate connections between members and workers.
The position will develop a strong understanding of members' businesses, recruiting needs, hiring seasons and timelines, as well as the needs and availability of workers using Seasonal Connect. The Member Success Coordinator will use this information to support recruitment efforts, facilitate appropriate connections, provide follow-up and help create a positive experience for both members and workers.
As part of a small and growing company, the position will also support member communications, basic marketing and graphic design, and the Seasonal Connect Staffing Summit and other events. The ideal candidate is personable, proactive and comfortable communicating directly with business owners and industry professionals. They enjoy building relationships, solving problems, making connections and helping customers succeed. They are highly organized, responsive and able to manage multiple conversations, priorities and follow-up items at once.
Supervisory Responsibilities
<ul>
<li>None</li>
</ul>
Duties/Responsibilities
Member Success and Relationship Management
<ul>
<li>Serve as a primary point of contact for prospective and existing members, providing responsive, personalized service and building strong relationships.</li>
<li>Connect with prospective members to understand their business, staffing needs, and goals and explain how Seasonal Connect’s membership, services, and network may support them.</li>
<li>Schedule and participate in introductory calls and meetings with prospective members, provide follow-up and additional information, and coordinate next steps as appropriate.</li>
<li>Welcome and onboard new members, helping them understand the platform, membership benefits, resources, and available services.</li>
<li>Conduct regular check-ins with members, including quarterly member calls focused on recruiting strategy, hiring needs, use of services, and opportunities for collaboration.</li>
<li>Conduct surveys of members and workers every other month to gather data about the hospitality industry and publish results for members to access.</li>
<li>Monitor member engagement and proactively reach out to members who may need additional support, have questions, or could benefit from additional Seasonal Connect resources or connections.</li>
<li>Gather member feedback, identify concerns and opportunities, and maintain accurate records of member interactions, needs, recruiting timelines, and follow-up activities.</li>
</ul>
Recruiting and Worker Support
<ul>
<li>Develop a strong understanding of members’ recruiting needs, including positions, worker requirements, seasons, and anticipated start and end dates.</li>
<li>Gather and maintain accurate information on member hiring needs, worker availability, job opportunities, and recruiting timelines in Monday.com and other applicable systems.</li>
<li>Support members throughout recruiting timelines by providing coordination, communication, follow-up, and assistance as needed.</li>
<li>Support workers with job-search questions, platform utilization, recruiting opportunities, and other routine inquiries, escalating questions or issues when appropriate.</li>
<li>Identify opportunities to connect members with workers whose qualifications, availability, or other relevant factors align with recruiting needs, as well as members with complementary or opposite-season hiring needs.</li>
<li>Facilitate appropriate introductions between members and workers or between members with complementary recruiting needs; coordinate introductory conversations and follow up afterward to support successful connections.</li>
<li>Coordinate with leadership regarding recruiting needs, worker activity, potential connections, and opportunities to improve recruiting processes and the member experience.</li>
</ul>
Marketing and Communication Support
<ul>
<li>Create professional member-facing materials, presentations, flyers, worksheets and other communications using Canva, existing templates and brand guidelines.</li>
<li>Refresh recurring member PDFs, welcome guides and other resources as needed.</li>
<li>Create basic social media graphics, event flyers and email banners.</li>
<li>Support social media efforts and basic content creation.</li>
<li>Assist with email communications, member outreach campaigns and other member communications.</li>
<li>Develop materials supporting member education, recruiting initiatives, networking opportunities and events.</li>
<li>Help maintain consistent branding, messaging and visual presentation across communications.</li>
<li>Assist with presentations and visual materials for member calls, meetings and events.</li>
</ul>
Event and Program Coordination
<ul>
<li>Assist with planning, coordination and execution of the Seasonal Connect Staffing Summit and other member events.</li>
<li>Support member communication and outreach before, during and after events.</li>
<li>Assist with event materials, presentations, schedules, communications and other coordination needs.</li>
<li>Help ensure members have a positive, organized experience and support networking and engagement opportunities.</li>
</ul>
General Business and Project Support
<ul>
<li>Maintain accurate member information, contact lists and recruiting data in Monday.com and business systems.</li>
<li>Schedule member meetings, calls and follow-up activities.</li>
<li>Track member and worker action items, introductions and follow-up commitments.</li>
<li>Prepare meeting materials, presentations, reports and member communications.</li>
<li>Maintain organized and up-to-date member resources.</li>
<li>Provide administrative and coordination support related to member and worker activities and business initiatives.</li>
<li>Collaborate with Seasonal Connect team members to ensure member and worker needs are addressed efficiently.</li>
<li>Perform other duties and special projects as assigned.</li>
</ul>
Required Skills and Competencies
<ul>
<li>Highly organized and detail-oriented, with strong time management, prioritization, follow-through, and ability to manage multiple relationships, priorities, and deadlines.</li>
<li>Excellent written and verbal communication, customer service, and relationship-building skills, with the ability to communicate professionally and build trust with business owners, members, workers, and industry professionals across phone, email, video, and other digital platforms.</li>
<li>Self-directed, proactive, and resourceful, with strong problem-solving and critical-thinking skills and the ability to identify needs and opportunities, take initiative, and work independently with limited supervision.</li>
<li>Strong sense of urgency, responsiveness, and accountability, with the ability to exercise sound judgment, maintain professionalism and confidentiality, and adapt to changing priorities in a growing organization.</li>
<li>Comfortable learning, using, and explaining technology, online platforms, and business systems; able to collaborate effectively with a small team while taking ownership of assigned responsibilities and contributing across a variety of business needs.</li>
<li>Experience with Canva or a similar design platform required or strongly preferred, with the ability to create clean, professional graphics, presentations, and communications using existing templates and brand guidelines.</li>
<li>Familiarity with social media platforms, basic content creation, social media management tools, and email marketing or customer communications preferred.</li>
<li>Experience with CRM systems such as Monday.com, HubSpot, Salesforce, or similar platforms preferred; proficiency with Microsoft Office, Google Workspace, and standard business software.</li>
</ul>
Education and Experience
<ul>
<li>Bachelor's degree in business, marketing, communications, hospitality, customer service or a related field preferred; equivalent experience will be considered.</li>
<li>2-4 years of experience in customer success, account management, client services, membership services, recruiting or staffing, hospitality or another customer-facing role.</li>
<li>Experience working directly with business clients, professional customers or members strongly preferred.</li>
<li>Experience managing multiple customer or member relationships preferred.</li>
<li>Experience in hospitality, seasonal staffing, recruiting or a related industry is a plus.</li>
</ul>
Physical Requirements and Work Environment
<ul>
<li>This is a hybrid position requiring three days per week in the Seasonal Connect/Pabian Law office in Framingham, Massachusetts, and two days per week working remotely.</li>
<li>Prolonged periods of sitting and working at a computer, with regular use of standard office equipment and digital communication platforms, including email, phone, and video conferencing.</li>
<li>Frequent communication with members, workers, and external partners, requiring the ability to manage a high volume of communication while maintaining a professional, personable, and service-oriented approach.</li>
<li>Occasional travel throughout the United States for attendance at member events, the Staffing Summit, and other in-person activities is required.</li>
</ul>
Compensation
The listed salary range represents the full compensation range for this position, which reflects both starting pay and potential earnings over time based on experience, performance, and tenure in the role. Starting salaries are determined based on qualifications, relevant experience, and internal equity. Most new hires and existing employees in this role are placed within the lower to mid portion of the range when initially hired or promoted into the role, with compensation growth over time based on performance, experience, and tenure.
Pay: $65,000.00 - $85,000.00 per year
Benefits:
<ul>
<li>401(k)</li>
<li>Health insurance</li>
<li>Life insurance</li>
<li>Paid time off</li>
</ul>
Application Question(s):
<ul>
<li>Will you now or in the future require sponsorship to work legally in the United States?</li>
<li>How many years of experience do you have in customer success, client/member services, account management, recruiting, sales, or a similar relationship-focused role?</li>
<li>Are you comfortable using technology to communicate with members and maintain accurate information in online systems?</li>
<li>This position is hybrid, with three days per week working from our Framingham, MA office. Are you able to meet this schedule?</li>
<li>Do you have any experience using Canva?</li>
<li>Part of our interview process requires candidates to complete hiring exercises that we will provide. Are you comfortable completing hiring exercises if selected?</li>
</ul>
Work Location: Hybrid remote in Framingham, MA 01701

Member Success Coordinator

Member Success Coordinator

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