Engagement Associate

Role Purpose

Support client nonprofits in adopting and sustaining Point Continuum’s operational and engagement services. This role focuses on execution, frontline client support, and ensuring quality delivery of core services that improve continuity and member/volunteer/donor engagement. This role reports to an Engagement Manager or Director.

Key Responsibilities

Client Onboarding

• Support the broader team on standard new client setup, such as creating accounts, configuring apps, updating database tools, creating communication workflows, and building standard reports and dashboards.

• Provide frontline support to clients during onboarding via email, calls, and training sessions.

• Educate clients on our standard operating procedures and discover clients’ preferences for communication and work style.

• Support the collection and organization of data from clients.

• If appropriate, take charge of onboarding conversations and meetings with new clients or new client team members.

Account Management, Service Delivery Execution & Project Management

• Serve as a reliable, responsive point of contact for day-to-day requests, monitoring inboxes, requests, help tickets, messages, and other communication channels.

• Attend key meetings with clients, such as operational check-ins, project planning meetings, board and committee meetings, or member meetings.

• Oversee logistics and administration for virtual and in-person client meetings and events. This may include event planning, in-person site visits, on-site event support, and other non-remote activities.

• Help design, draft, and/or edit websites, templates, social media designs, and other deliverables.

• Support clients’ communications and content strategy by creating written and visual content for clients and overseeing related projects.

• Maintain client contact databases, knowledge centers, and other operational documents and resources.

• Escalate client issues or challenges to the appropriate team member(s) or third-party advisors.

Data, Metrics, and Information Management

• Support information and privacy protections for the company and for clients.

• Monitor client systems for usage and raise early flags on issues or opportunities.

• Ensure that information for standards reports is being captured and centralized correctly for clients. These could include metrics such as volunteer engagement, website traffic, membership renewals, revenue from online stores, and system usage for internal review.

Internal Collaboration and Company Development

• Support the broader team in creating and maintaining a high-quality experience for all clients, third parties, and employees.

• Collaborate with internal and external team members on a range of Company projects and initiatives, such as designing new procedures, researching new solutions, attending software demonstrations, testing workflows, creating and executing on growth or client education campaigns, sales and business development activities, and conducting research.

• When appropriate, participate in internal cross-training with other team members.

• Participate in regular team meetings, one-on-one and small group meetings, internal trainings, and other skills and team development activities.

Additional Responsibilities and Opportunities

We are successful when we maintain a degree of flexibility and curiosity in our daily duties. As a startup organization, there are too many potential projects and circumstances to explicitly describe in a job description, but you will likely be asked to participate in a task or responsibility that is not a part of your core job description or for which you were initially hired.  

We also must maintain a keen sense of market trends and adapt as needed to maintain a healthy work environment. One of our key business principles is this: the best way to take care of our people is to put the Company first. This means that while we care about each individual on our team, it is the health of the Company that provides all of us with the chance to make the world better and our lives richer.

The Ideal Candidate

Experience and Education

• 1 to 3 years of client service, account support, marketing, communications, project management, and/or nonprofit operations exposure

• Associate’s degree required (Bachelor’s degree or higher strongly preferred)

Skills and Mindset

• Strong communication, organization/time management skills, and project follow-through

• Keen sense of ownership and accountability

• Precise attention to detail

• Creativity and curiosity

• Empathy with mission-driven leaders and volunteer-led organizations

• Critical thinking and problem-solving skills

• A growth mindset and a desire to grow and learn

• A clear grasp of in-person and virtual professionalism and business etiquette

• A strong work ethic

• A clear understanding of in-person and virtual professionalism and business etiquette

Physical Requirements (for in-person events)

• Ability to lift and carry materials weighing up to 40 pounds without assistance

• Ability to lift and move items such as registration boxes, signage, printed materials, event supplies, and small equipment

• Ability to stand and walk for extended periods of time during event days, which may exceed 8 to 10 hours

• Ability to bend, reach, and set up materials such as signage, table displays, and equipment

• Ability to load and unload event materials from vehicles or transport carts as needed

• Willingness to work in a range of event environments, including conference centers, hotels, outdoor venues, and university facilities

Transportation

• Ability to travel to event sites and client locations, which may require driving your own vehicle, taking public transportation, or air travel.