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Executive Coordinator - Non-Profit Industry & Customer Satisfaction

Baltimore/Washington DC Metro Area, MD · Administrative

Hartman Executive Advisors (HEA) was founded with the vision of providing business-focused, vendor-independent consulting to mid-sized companies. As independent, trusted strategic advisors to our clients, Hartman’s mission is to create meaningful business outcomes that foster growth, greater financial returns and market dominance. By developing a deep understanding of the business challenges arising from poorly aligned technology and uncovering the transformational opportunities that result from strategically aligned technology, we set the path to advance, cultivate and leverage people, processes and systems to change and transform organizations. At Hartman, we deliver powerful business outcomes by leveraging technology strategy as a game-changer for our clients.



Summary
The role supports two primary functions that lead to successful client outcomes. The Executive Coordinator role will support our Non-Profit Industry Lead to grow and manage existing client portfolios. The Executive Coordinator role reports directly to the Industry Leader and matrixes to the Executive Coordinator Manager. The Customer Satisfaction role supports a robust program that includes surveying clients and following up on responses with key stakeholders. The Customer Satisfaction role reports to our Executive Vice President and program leader.

Executive Coordinator responsibilities include, but are not limited to:

  • Support executive leaders with a variety of administrative tasks, program and project coordination.
  • Significant calendar management and coordination both internally and with clients.
  • New client onboarding, including requesting, receiving and organizing client documentation.
  • Client plan administration; including updating and reporting on project and client plans.
  • Navigating Teams sites, Smartsheet templates, and other templates (Assessment, Decision Registers, Risk Registers, etc.).
  • Quality assurance (jargon, grammar, acronyms, formatting issues, etc.) on client deliverables.
  • Business Development and Marketing support (including HubSpot support).
  • Client retention management activities.
  • Professional Services Automation (Kantata) support (new and existing business estimates, managing work breakdown structures, reporting, etc.).

Customer Satisfaction Coordinator responsibilities include, but are not limited to:

  • Evolve and execute an effective strategy for conducting client surveys, check-ins, and follow up.
  • As needed, conduct new client check-in calls with new clients; communicate feedback to team.
  • Administer customer satisfaction surveys to all clients every 6 months; follow up with clients who do not respond to the survey.
  • Communicate survey results and additional client feedback to appropriate stakeholders within Hartman in a timely fashion.
  • Develop and maintain customer satisfaction dashboards.
  • Maintain a list of active clients and determine Tier 1/Tier 2 client status monthly.
  • Work with internal Hartman administrators to improve client retention reporting and data.
  • Analyze customer satisfaction and client retention data quarterly to report to Ops leadership our customer satisfaction and client retention trends and progress against goals. Provide actionable data and value for our leadership, operations, sales and marketing teams.
  • Prepare and communicate Good News Friday company communication to report on client feedback.
  • Maintain accurate client data in HubSpot, to include active/inactive clients, client start and end dates, CIOs, REs, etc.
  • Other duties as assigned.

Preferred Skills and Experience

  • 4+ years of executive administration or project coordination experience preferably in a professional services environment
  • Office Suite (Word, Outlook, Excel, PowerPoint)
  • Strong verbal and written communication skills
  • Proficient in the use Office365 and associated tools including Excel and PowerPoint
  • Prior experience in the usage of any or all the following business tools are preferred; Microsoft Teams, SharePoint, Kantata, Smartsheet
  • Experience in customer relations and gathering customer feedback
  • Familiarity with CRM tools such as HubSpot

Education

  • Bachelor’s Degree or equivalent work-related experience preferred
Job Type:  Full-Time
Benefits: Medical, Dental, Vision, 401k

Hartman Executive Advisors’ is an equal opportunity employer. Hartman is committed to the principle of equal employment opportunity for all employees and to providing a work environment free from discrimination and harassment. All employment decisions at Hartman are based on business needs, job requirements, and individual qualifications without regard to race, color, gender, religion, age, national origin, veteran status, marital status, sexual orientation, physical or mental disability, genetics or any other characteristic protected by applicable law, provided the employee can perform the essential functions of the job.

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