The Position

　　The Associate, Sales & Customer Success for the Headfirst Summer Camps division of Headfirst Companies will work as a full-time corporate employee based out of the Headfirst Companies’ Washington, D.C. headquarters office. This Associate role is the first step to a Marketing or Business Development career at Headfirst Companies.  

　　As an integral member of the Headfirst Summer Camps core team, the Sales & Customer Success Associate will play a key role in maintaining our most valuable customer relationships, leveraging data to set and achieve sales goals, and executing customer satisfaction initiatives across the division. Responsibilities include customer retention and communication, database management through HubSpot, customer events, and outbound sales initiatives for our Summer Camps division.  

　　Headfirst Summer Camps: Headfirst is the leading provider of summer camps in the DMV area. We currently operate camps at six locations including St. Albans/National Cathedral School, Flint Hill School, Catholic University, St. Patrick’s Episcopal Day School, Mater Dei School, and Woods Academy. Our campers range in age from 3-13 and we offer a range of programming from Day Camp to STEAM Camp to sports camps. 

　　What You'll Do

　　Year-Round 

　　Proactively establish, grow, and maintain positive relationships with customers that enhance and deepen their connection to the Headfirst Summer Camps community. Monitor and ensure overall customer satisfaction of key customer families, including families with high-volume enrollments and families of staff from our partner facilities. Meet and exceed divisional sales targets by actively promoting Headfirst Summer Camps product offerings. Lead customers through the full enrollment cycle, providing responsive front-end support and following up as needed to ensure satisfaction and address any concerns. Stay up to date on Headfirst Summer Camps’ products in order to provide accurate information, answer inquiries, and offer recommendations to meet customer needs. Cultivate and utilize a deep knowledge of Headfirst Summer Camps’ products and customer base to identify, explain, and close on potential add-on sales which can further enhance customers’ Headfirst Summer Camps experience while also driving revenue and contributing to overall individual, divisional, and organization-wide success. Own our customer database management processes through multiple service platforms, making sure the customer registrations are processed accurately and efficiently and installment payments are properly communicated and executed in accordance with company policy. Help to manage the escalated customer service requirements, taking primary responsibility for identifying and escalating urgent and sensitive concerns appropriately, and ensuring the customer receives regular proactive communication during any extended escalation review. Assist in the creation, organization, and execution of dynamic, polished, and visually appealing customer-facing collateral.  Provide general customer communication support. Collaborate effectively with key stakeholders both within and external to the organization. Serve as a positive, team-oriented member of the Headfirst Summer Camps divisional core team, playing an active role in ensuring team-wide initiatives are completed and goals are achieved. Take on other responsibilities, including cross-functionally, as assigned.  Winter/Spring 

　　Own pre-season customer events from planning to execution (open houses, camp fairs, in-home group meetings, etc.). Manage outreach for new and existing sources of community events, including preparation work, implementation, and wrap-up. Lead continuous relationship development for school partnerships, parent group partnerships, and business development outreach. Create and leverage HubSpot pipelines to map customer journeys from start-to-finish in the Sales process. Support training efforts for in-season Coordinators & Interns to ensure the highest level of customer service for camp families and in-season sales efforts.Summer 

　　Lead direct in-season re-enrollment efforts. Maintain regular on-site visibility to ensure customer satisfaction, promote re-enrollment, and provide high-level customer-oriented support for high-priority and/or escalated customer matters. Support all in-season inbound customer communication. Support HQ training efforts of seasonal staff.Fall

　　Play a critical role in offseason debriefs, project planning, and review of SOPs and customer-facing policies during Headfirst’s “innovation season.” Assist in data analysis and competitive research to support the processes of setting pricing & discounting for the next camp season. Lead research and tracking for business development outreach. Develop and execute on a customer retention plan implementing strategies to retain and grow customer loyalty in order to deliver on the Summer Camp division’s customer retention goals for the upcoming season. Collect customer insights to drive a communication plan that will lead to increased customer retention and engagement. Build lists to prep for customer check-ins. 

　　About You

　　The Requirements 

　　Bachelor’s degree required, with focus in business, marketing, and/or sales preferred. 1-3 years of post-college professional experience in sales, marketing, customer experience (B2C), or account management. Proficiency in Microsoft Office Suite and other common business applications. Demonstrated ability to quickly learn and adapt to new technologies and software platforms, and comfortability navigating and utilizing various digital tools and applications. Excellent verbal and written communication skills, with the ability to communicate in a polished, professional, and personable manner with people from a wide range of backgrounds through written, phone, and in-person interactions.  Demonstrated experience managing, implementing, and executing challenging operational details. Capacity and willingness to apply available tools, established procedures, and guidance from senior team members to use resources and time wisely. Ability to work effectively in a team environment, collaborating well with colleagues. Flexibility and drive to work until the job is done.  

　　 The Character 

　　An impassioned enterpriser who shares The Headfirst Companies’ core mission and values and believes in our ability to work together to make a difference in the lives of children and young adults. A motivated self-starter who is autonomous and dependable. A team player who approaches professional hurdles with a strong sense of individual responsibility and a sincere emphasis on team over self. A humble and enthusiastic leader who possesses the passion and polish to serve as an ambassador of The Headfirst Companies. A doer who has an entrepreneurial spirit and a focus on finishing the job every day. An independent thinker who assumes responsibility beyond what is asked and takes initiative for positive change. A flexible, coachable, and down-to-earth teammate who has the desire and capacity to grow through self-reflection, and by both providing and receiving thoughtful, constructive performance feedback. A consummate professional who can prioritize and multitask, managing several projects concurrently, sometimes under pressure, and often with tight deadlines, while maintaining a positive attitude and professional demeanor. A patient problem-solver with a stellar sense of humor. Headfirst Companies are proud to be Equal Opportunity Employers. We value diversity and inclusivity across our Headfirst community, and we strongly encourage individuals from underrepresented groups to apply.