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Coaching Services Associate

Coaching | San Francisco, CA | Full Time

Job Description

WHO ARE WE:

Sounding Board is the first-of-its-kind coaching enablement platform for large enterprises offering both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. A female-founded startup backed by top tier VCs with a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a Saas, cloud-based management platform with a high quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale.  Our customers include large-scale enterprises like Intel, Kraft Heinz, Mozilla, Dropbox & Cloudera, and high growth companies across every industry such as Chime, Plaid, Zoom, and UserTesting. When companies partner with us they see a resulting increase in promotion, retention, and increase in critical leadership skills in their managers. SAP.iO foundry recognized Sounding Board as one of the top 7 HRTech startups in 2019. 

WHY SOUNDING BOARD:

  • We are a mission-driven company creating the next generation of leaders
  • Exciting, early-stage startup led by experienced, entrepreneurial founders
  • Backed by leading investors including Bloomberg Beta, Precursor Ventures
  • Competitive salary, and benefits
  • Remote working environment 
  • Passionate, diverse & inclusive team 
  • Coaching & Wellness benefit – Every employee gets a 1:1 coach & monthly wellness stipend.
  • Open PTO – take time when you need it
  • Full Health benefits

WHAT IS THE OPPORTUNITY: 

The successful candidate will support the Coaching Services Team to coordinate the onboarding of all customer stakeholders, sponsors, and coaching participants into their individual or group coaching experiences. In addition, the candidate will be responsible for ensuring that the delivery of the coaching services are done in alignment with the contract obligations to the customer, working closely with Sounding Board’s contracted coaches and the customer success team to track the delivery of all coaching services and ensure they reach a successful completion. 

The candidate will partner closely with the leaders of the Coaching Services and Customer Success Teams to contribute to continuous process development and improvement to streamline the onboarding, operations, and engagement management functions as product automation expands over time. The candidate will initiate cross-functional communication and collaboration with sales, customer success, marketing, product, and engineering teams to ensure those teams understand the needs of the Coaching Services Team as it relates to all onboarding, operations, and engagement management functions. 

WHAT WILL I BE DOING: 

▪ Coordinate all of the logistics for our comprehensive onboarding experience for coaching participants from our customer companies, across all coaching services (e.g., Individual coaching, group coaching) 

▪ Serve as an administrator within Sounding Board’s online platform to set up all coaching engagements for delivery, staying apprised of all product team innovations to the platform, and serving as a ‘superuser’ for the Coaching Services Team 

▪ Develop and customize communication materials for customer sponsors, coaching participants, and other stakeholders that assist them in the onboarding experience 

▪ Provide support, guidance, and information to customers, Sounding Board’s coaches, and Sounding Board staff to ensure the successful implementation of and delivery of all coaching services 

▪ Logistically coordinate the coach matching process for all coaching services, ensuring successful implementation of our coach matching algorithm within Sounding Board’s online platform as well as having familiarity with the skills and talents of our global network of contracted coaches 

▪ Monitor all engagement management metrics for the delivery of coaching services

▪ Develop and share engagement management metrics with Coaching Services and Customer Success Team leaders to ensure proactive efforts are implemented to maintain timely delivery of services

▪ Facilitate communication between Sounding Board’s coaches and customers to proactively handle any unforeseen challenges or issues that arise in the delivery of coaching services

WHAT EXPERIENCE/QUALIFICATIONS DO I NEED: 

▪ Bachelor’s degree related to or relevant to adult learning and development or customer service

▪ 3-5 years professional experience in a customer-facing service delivery position, providing customer services to a variety of personalities

▪ 2-3 years professional experience working in an enterprise-level company

▪ 2-3 years professional experience supporting the delivery of adult learning programs

WHAT SKILLS DO I NEED: 

▪ Demonstrated experience working within the Google and Microsoft Office Suite of products (e.g., Gmail, Google calendar, Google sites, Google slides, Microsoft Word, Excel, and PowerPoint)

▪ Experience building trusted relationships with peers, colleagues, senior leaders, and customers

▪ Ability to manage challenging customer experiences while staying calm under pressure

▪ Knowledge of or excitement to learn about the professional coaching industry and (preferred) experience working with professional coaches 

▪ Experience managing complex projects and demonstrated ability to achieve success both independently and through others 

▪ Demonstrated experience applying technology to improve service delivery processes ▪ Ability to think strategically and cross-functionally 

▪ Ability to identify and execute process improvements 

▪ Ability to work in a team environment with collaboration across multiple functions, fostering collaboration and teamwork 

▪ Ability to work from a home office and with a dispersed team across multiple time zones ▪ Excellent verbal, written, and oral skills  

▪ Dependable, positive, and detail-oriented with excellent follow-through skills  ▪ Strong decision-making, organization, and problem-solving skills  

▪ Experience in high growth or early-stage startups and an ability to learn and adapt quickly