Client Services Manager

POSTED: December 2, 2019
BUSINESS: Purdue Research Foundation
POSITION TYPE: Full-time/Nonexempt
START DATE: Immediate Availability

Essential Functions

  • Lead superior customer service and client support team that assists all tenants and visitors at the Purdue Research Foundation, Purdue Research Parks, Purdue Railyard, and Purdue Technology Center (PTC) locations, including management and supervision of team members and the associated budget.
  • Provide, coordinate, and assist with event management services and business support to the clients of the Purdue Research Foundation, Purdue Research Park (PRP), Purdue Technology Center, as well as the Purdue Railyard, as director by supervisor.
  • Lead, assist and support fellow team members with PRP events, including, but not limited to statewide ribbon cuttings, graduations, groundbreaking, trade shows, corporate events, and exhibitions requiring the support of the Client Services team.
  • Manage daily staff duties, timecards, and purchasing, as well as the assessment, creation, and delivery of team services.
  • Manage conference room preparation and usage, scheduling and IT support.
  • Assist in continual assessment of services provided to clients of the PRPs/PTCs.

Additional Responsibilities

Meeting/Conference/Event Planning

  • Plan and help develop budgets to support PRF and PRP/PTC clients.
  • Coordinate and schedule staff to manage meetings and events for tenants and coworking  members, to include:
    • Setup, tear-down, and cleaning of conference rooms.
    • Setting up presentation equipment in conference rooms and other common areas.
    • Providing presenters with training on equipment, as needed.
    • Coordinating beverages and catering, florists, sound/stage, entertainment, and other arrangements as needed for meetings.
    • Keeping appropriate receipts and other records and billing appropriately.
    • Coordinating signage and nametags with the Communications and Marketing Department.
    • Providing additional services as required by PRF staff.

Business Services

  • Manage the mail centers and copy rooms along with associated supplies and client billing.
  • Assign codes for postage and copies for resident companies and prepare monthly billing statements.
  • Manage the PTC visitor and guest engagement program and related tools, including remote kiosks.
  • Email PRP and PTC companies, as requested.
  • Lead and maintain client service relationship with PRP/PTC companies.
  • Assist with collection of Certified Technology Park and other survey responses (CTP surveys).
  • Ensure that client and prospect contact information is verified and updated appropriately in all applicable CRM and other database tools.
  • Design and maintain display cases by contacting client companies, organizing, tracking, and setting up display cases.
  • Coordinate new tenant and coworking member orientations.
  • Build and maintain relationships with designated client companies.
  • Conduct orientations and tours for new companies, as directed.
  • Keep current copies of the orientation guide on hand (including printing and binding) and prepare updates, as needed.
  • Create and maintain email list for as many Parks employees as possible.
  • Manage the client services records/receipts, vending, and employee clothing purchases.
  • Coordinate and collaborate with the PRF facilities team on various issues in Park buildings.
  • Manage feedback processes with PRP businesses related to services and service quality.
  • Review literature and online materials available to ensure they are current and reflective of the services provided statewide, including ensuring that orientation guides and other similar materials are current.

Other Duties

  • Coordinate and manage conference room usage within the PTCs and the Railyard coworking space.
  • Support coworking space members and assist with fob access management.
  • Communicate with coworking space members, as needed.
  • Research online content for potential social media use for Purdue Research Parks and/or the Purdue Technology Centers.
    • Manage and contribute to general social media needs as assigned.
  • Assist in the creation of promotional materials and social media, including banners and giveaways.
  • Represent PRP at trade shows and events to advertise PRF and recruit businesses.
  • Schedule conference rooms as requested by clients of the Technology Centers.
  • Monitor and help manage the budget for supplies, as required.
  • Complete monthly reports, including, but not limited to:
    • Detailed conference room usage
    • Detailed count of all visitors to PTCs each month  

Knowledge, Skills and Abilities

  • Must be an outgoing, customer-focused individual who is able to work independently.
  • Occasional evening and weekend work.
  • Excellent verbal/written communication skills.
  • Proficiency in Microsoft Word, Excel, PowerPoint and Access.
  • Ability to multi-task and handle frequent interruptions.
  • Ability to use good judgment, diplomacy, maintain confidentiality, and exercise discretion.
  • Must be able to motivate and manage team members and exercise initiative to encourage a supportive and productive team.
  • Computer and audio-visual systems operational skills required.
  • Ability to handle a wide variety of duties and respond quickly to unanticipated problems in a calm, helpful manner.
  • Demonstrated experience in customer service.
  • Experience in public speaking or facilitation required.
  • Demonstrated skills in organization and event planning and logistics.
  • Must be able to lift and carry 50-75 pounds (with assistance) during room setup and tear down.
  • Regular and reliable attendance are requirements of this position.

  Education/Experience

  • Associates degree required; Bachelor’s degree preferred.
  • 3-5 years of clerical or event coordination experience.
  • Experience in electronic calendaring is preferred.
  • Some receptionist/ front desk experience preferred.

 

If you are interested in applying, please send a cover letter and resume to the Director of Human Resources at humanresources@prf.org on or before Friday, December 20, 2019.

A criminal conviction check and negative controlled substance test are required for employment in this position. 

Purdue Research Foundation does not accept resumes from third-party recruiters.

Purdue Research Foundation is an equal opportunity, affirmative action employer fully committed to achieving a diverse workforce.

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