WHAT WE'RE BUILDING
Alder is a YC-backed SaaS marketplace revolutionizing facilities management. We serve top-tier Clients such as Anthropic, McKinsey & Co, PayPal, Netflix and Slack with a seamless, trust-driven platform that enables Companies and Service Providers to work together to unlock operational scale. Serving a diverse portfolio of over 500 Customers globally, Alder facilitates 1200+ transactions on its platform monthly. Alder’s vetted Providers offer over 100 specialized services including electrical, plumbing, janitorial, catering, and tech support.
Alder provides:
-Online software and an app that helps our clients organize the to-dos that keep offices running smoothly.
-A marketplace of vetted service providers ranging from office cleaning, handymen, snacks, supplies, plant care, catering, security, and more. Integrated into the Alder software application, clients can quickly identify project information, receive quotes, schedule service, create checklists, and communicate with service providers.
-White-glove service from Alder Customer Success Managers & Project Coordinators who help our clients get the most from Alder. From coordinating service providers to ordering supplies to full project management, our team can help as much as needed to keep projects running smoothly.
-Great Pricing and Time Savings - Alder negotiates rates across service providers including supplies to help companies get the best values. As an added plus, Alder streamlines the accounting process by providing one monthly bill to clients for all services booked through Alder.
THE ROLE
This role is based remotely reporting to our Head of Customer Success. In this role, you’ll be focused on the supply side of our marketplace business- this includes sourcing new service providers, onboarding, dashboard training, escalation resolution, day-to-day support. This role's goal is to create a seamless end-to-end experience for our service partners and clients during the project/service request process. We are looking for someone who has demonstrated experience in project management. The role combines strategic thinking, creativity, project management, communications, and problem-solving.
WHAT YOU'LL DO
-Be responsible for overseeing client projects from start to finish, handling all aspects of the process, and addressing any issues along the way to ensure the project runs smoothly.
-Identify partner vendors, qualify their ability and credentials, negotiate bids, schedule walkthroughs, and services, address issues/complications, and follow up with clients to ensure satisfaction.
-Projects range from recurring services (ex: nightly cleaning, and daily porter services) to special projects (ex: catering, construction, carpet cleaning).
-Communicate quickly and professionally over email and phone with clients and partners to keep all parties up to date on the projects.
-Be responsible for your metrics including response times, project close rate, project retention rate, client satisfaction, and partner satisfaction.
-Build relationships with and enable the success of our partners and clients.
-Respond to and resolve client and vendor escalations alongside the CS team.
-Work with Customer Success Managers to ensure client expectations are being upheld.
-Identify process improvement opportunities within the organization, including the product and customer success teams
WHAT YOU'LL BRING
-Proven work experience as a Project Manager, Project Coordinator, Event Manager or similar role
-Previous experience managing vendors and/or office spaces strongly preferred.
-Demonstrated experience implementing metrics, analyzing metrics, and using metrics to drive decisions
-Extremely proactive, responsive, and upbeat
-Experience in a marketplace or facilities business highly preferred
-3-8 years of experience in a professional environment
-B.A. or B.S.
-Excellent written communication skills
-Strong organizational skills, process orientation, and attention to detail
-Demonstrate extremely high emotional intelligence and empathy
-Passion for solving problems
-Ability to thrive, adapt, and grow in a fast-paced team environment
BENEFITS/PERKS
-Opportunity to join a fast-paced start-up where you can learn, grow, take on real responsibility and make an impact. You’ll be hands-on in helping us build this company.
-Be part of a company that uniquely leverages technology to empower a diverse range of people
-Full benefits (medical, dental, vision)
-Unlimited PTO
-401k
-$500 Home office set up reimbursement
-100% Remote role
-$50k-$60k Annual salary based on experience
