NOT YOUR AVERAGE CULTURE

The Support Specialist is the sole NCM representative working in support of Clients/Groups who are not assigned to an Executive Conference Moderator or Consultant. The Specialist serves as the primary customer service contact for NCM clients as well as a liaison to all other company departments ensuring adequate compliance for all NCM clients’ business needs. He/She also works in support of the overall objectives of the Client Success Team, completing tasks assigned by Meeting Specialists or Client Success Specialists. 

Duties and Responsibilities
•    Serves as the primary point of contact for a selection of NCM clients who are unassigned to a specific Moderator, corresponding via email, phone, and fax to troubleshoot and assist with the needs of the client.
•    Meeting material maintenance; proofing, editing, and preparing meeting literature. Proofs any client facing material to ensure accuracy and professionalism on behalf of the company.
•    Assists in ensuring clients’ monthly products are submitted and produced by groups’ stated deadlines by conducting follow-ups and sending reminders to all necessary clients regarding the submission of their monthly financial data.  
•    Additionally, communicating with the Moderator(s) and Client Success Specialist(s) regarding any potential impacts to stated deadlines. 
•    Review Contract Request Forms submitted by Moderator(s) and Consultant(s) for accuracy and completeness prior to submitting to Maritz for sourcing.
•    Responsible for updating Engagement-related information in Salesforce after receiving the signed contract from Maritz.
•    Responsible for efforts to reduce hotel attrition expenses while keeping the Client Success Specialist and Executive Conference Moderator informed of expected attrition after attempts are exhausted.
•    Responsible for providing members with the Meeting Registration form including subsequent follow up messaging until registration is confirmed or meeting occurs.
•    Responsible for updating Meeting Attendance Rosters with meeting registration and activity registration, Tent Cards, and Name Tags in the database.
•    Completion of tasks assigned by the Client Success Specialists including, but not limited to, the preparation and proofing of Activity Sign-up forms, Agenda Topics, Meeting Agendas, and compiling and recapping homework assignments.
•    Overall management of the Idea Book which includes compiling approved ideas into a finalized booklet that is provided to clients as a valuable resource per meeting cycle.
•    Overall management of anniversary cards for all NCM members. 
•    Responsible for aiding with priorities tasked to the Meeting Specialists and Client Success Specialists when daily priorities have been achieved in the Support Specialist role.
•    Assists with new employee training as needed. As such, the associate is knowledgeable and efficient with all responsibilities within the role.
•    Assists with work overflow.
 

The  Client Engagement Specialist is responsible for keeping our clients satisfied and engaged in NCM Institute Services, resulting in retention of divisional revenue. This role will focus on interacting with our clients and helping to optimize and grow our client portfolio. 

Duties and Responsibilities
•    Follow-up post-training with clients for support and additional opportunities
•    Proactively contacts clients to check in, answer questions and schedule training if needed.
•    Maintain client relationships to ensure positive brand experience.
•    Regularly meet with Operations Manager to discuss overall and/or specific client needs.
•    Contacts/Prepares GMEP students prior to their 1st session to make sure they are setup for success.
•    Reviews, analyzes, and sends out all survey responses to the necessary individuals and makes initial point of contact for client satisfaction concerns found in review.
•    Hit retention goals for deferred revenue (unscheduled classes)
•    Assist in continuing to strategize on effective retention plans.
•    Analyzes class capacity, waitlists, and deferred revenue and suggests ways to maximize revenue capture.
•    Books and manages deferred revenue.
•    In conjunction with NCMI Operations Manager, acts as client subject matter expert on NCM sales and marketing campaigns.
•    Contacts leads from the classroom and e-Learning platform for possible consulting/coaching/class revenue.
•    Keeps up with all current e-learning trends and updates platform, as needed
•    Handles all aspects of virtual training attendance and tracking of required items for VT classes
•    Cohosts all virtual training sessions
•    Monthly reports for VP, US
 

The Meeting Specialist is the primary NCM representative who works in support of Executive Conference Moderator(s) and Consultant(s) to plan and execute 20 Group meetings, in-dealership meetings, and OEM programs. The Specialist serves as the primary resource for meeting planning tasks including hotel accommodations, dinner reservations, activity planning, food and beverage, audio and visual requirements, and transportation.

Duties and Responsibilities
• Create/Maintain a minimum of 2 years of meetings in the Meeting Planning Chart (MPC) for all 20 Group, Benchmark Plan Groups, and Consulting Engagements on behalf of the Retail Solutions Division.
• Initiates communication with Hotel contact(s) to ensure preparations (group block created/open, reservation weblink available, banquet menus secured, Executive Conference Moderators guestroom reservation secured, etc.), are underway for future engagements.
• Meeting Planning: negotiation and guarantee of food and beverage (F&B), audio visual (AV), on/off-site activities, transportation, etc., within the standard operating timeframe.
• Secures approval and processes all necessary deposits or payments for on/off site dinners, activities, transportation, etc.
• Responsible for providing members with the Activity Registration form including subsequent follow up messaging until registration is confirmed or meeting occurs.
• Create/Maintain Point of Contact documentation for the Retail Solutions Division related to assigned engagements.
• Effectively communicate and execute all aspects of meeting planning with on- and off-site employees.
• Responsible for aiding with priorities tasked to the Support Specialists and Client Success Specialists when daily priorities have been achieved in the Meeting Specialist role.
• Assists with new employee training as needed. As such, the associate is knowledgeable and efficient with all responsibilities within the role.
• Assists with work overflow.

Provides skills & business management education to professionals attending NCM Institute classes, client on-site training classes, regional training classes and the NCM online learning platform. Provides subject matter expertise to create, revise, and maintain course content for revenue stability and growth.

Duties and Responsibilities
• Teaches an average of 10 training days per month of NCM Institute curriculum.
• Meets revenue expectations for private training or consulting opportunities, generating approximately $150,000 in additional revenue for NCM per year.
• Conducts approximately 20 hours per month of content research, development, or revisions to help content stay up to date on industry trends.
• Creates custom learning content as needed for training opportunities
• Continually and actively promotes NCM’s products and services in support of the clients’ needs, including the sale of NCMi course enrollments, private training, NCM’s virtual training platform and other education-related services, along with the products and services offered by other NCM departmental operations; includes making presentations and providing training to NCM Retail Solutions’ clients.
• Prepares for instruction by reviewing course content and data ahead of each training session.
• As requested, conducts pre-class interviews with students and/or their sponsoring dealer principal or general manager.
• Clearly defines and meets learning objectives for each course.
• Uses a combination of lecture, audio-visual presentation, and student interaction to ensure a variety of learning methods that appeal to different types of learners.
• Ensures students’ active learning through the use of questions, experiential activities, skill practice and discussion.
• As requested, conducts post-class follow-up with NCMi students and/or their sponsoring dealer principal or general manager.
• Maintains classroom facilitation and platform skills by taking advantage of educational opportunities, staying current with industry trends, and maintaining professional networks.
• Creates educational content for use in articles, white papers, blogs, video training, promotional collateral and other applications as required.
• Records videos for online learning platform and promotional efforts.

Key responsibilities for the Client Experience Specialist include providing support and customer service to clients on Spader’s wide range of products and services, researching questions using available resources and advising clients on appropriate action.

Duties and Responsibilities
• Provide effective and knowledgeable client support via inbound calls, emails, or other forms of communication.
• Provide support to 20 Groups and the onboarding delivery process.
• Test program error files and enhancements as needed.
• Listen, record, and acknowledge customer and/or facilitator requests.
• Facilitate program design with development.
• Other duties as assigned.

The Consultant is responsible for developing and delivering 20 Group Meetings and In-dealership Consulting engagements while supporting business initiatives.

Duties and Responsibilities
• Use models, principles, solutions, tools and processes to provide clients with the concepts and competencies to successfully improve their business.
• Recognize issues and help members find effective solutions and resources.
• Handle administrative functions for assigned groups.
• Deliver workshop trainings, including delivering the training in a way that increased client capability and satisfaction.
• Work with a Senior consultant to focused on other clients, proving more in-depth services.
• Work with a client engagement team to promote and support sale of all services and products.
• Follow an on-going process of learning new products/services.
• Attend and/or present at industry events.

The Senior Consultant is responsible for developing and delivering 20 Group Meetings and In-dealership Consulting engagements while supporting business initiatives.

Duties and Responsibilities
• Understand, explain, and apply proven business models, principles, solutions, tools and processes to provide more complex clients with the vision, concepts and accurate diagnosis and execution plan to make their business more successful.
• Work individually or with a team on complex, high risk client initiatives to provide business analysis and industry knowledge with a goal if improved business performance.
• Use the Spader Total Success Model, tools, and processes to facilitate Spader 20 Groups to provide a learning mechanism for making on-going business improvements in members companies.
• Deliver workshop training on complex management concepts in a way that increases client capability and satisfaction.
• Learn and develop presentation knowledge, skills and techniques.
• Assist in developing and updating workshop content.
• Lead or collaborate with a team of trainers and Client Services to actively engage in successful sales and marketing of services and products.

The primary purpose of the Sales Representative is to build a market position by locating, developing, defining, and closing business relationships. They will manage the sales process from start to finish to continue to increase revenue streams and grow the division through selling of the products.

Duties and Responsibilities
• Consistently achieve a target level of individual products, tools and services sales in assigned industries.
• Successfully close leads and hit targeted revenue goals assigned to you, whether incoming, self-generated, or directed to you from other sales initiatives.
• Follow Spader Sales Process and leverage the right resources at the right time and successfully identify, qualify and achieve turnover goals of leads to other sales resources as appropriate.
• Gain, maintain and grow the knowledge and ability to position,. Differentiate, and sell Spader products and services.
• Work closely with the industry developer and industry teams to accomplish agreed upon sales goals.
• Develop and manage client relationships.
• Identify and stay current on prospects or clients business conditions, and their needs and wants now and in the future.
• Maintain active targeted customer files, prospect files and the CRM database, and take successful follow-up actions with them per company guidelines.
• Keep management apprised of issues and opportunities learned from both prospects and clients.
• Represent, market and sell Spader and its offerings at targeted events in order to further build relationships and gain new prospects and clients for Spader.