Client Services Associate - The Family Business Consulting Group, Inc.

WHO WE ARE AND WHAT WE DO
Since 1994, The Family Business Consulting Group has worked with over 3,000 enterprising families in 70 countries to achieve one common goal: protect the integrity of the family and the enterprise for future generations. We share a core belief that multi-generational family enterprises are precious and vitally important to the economies and social fabric of the world and deserve the best care and counsel.

Located across North America, our team is the largest and most experienced group of its kind, with unmatched expertise and a passion for helping family firms. We facilitate clarity and balance between sensitive family issues and critical business decisions. FBCG consultants practice disciplines that include strategy, management, finance, governance, psychology, leadership development, communication, conflict resolution, succession planning, and family education. Our people-centered approach helps families work together more effectively to secure their legacy and continue to grow across generations.

POSITION SUMMARY 
The Family Business Consulting Group is in search of a highly motivated and organized Client Services Associate to join our team. The ideal candidate will play a crucial role in supporting our client services team by providing administrative and operational support in client, prospect, and consultant relationship management and business development activities. Responsibilities include interacting with consultants, clients and prospects to address inquiries, customizing and producing reports, maintaining sensitive client and prospect information in Salesforce, meeting scheduling and calendar management for the client services team, and tailoring responses to specific audiences to best highlight the firm’s services.

This is a hybrid position requiring in-office attendance at least once a month for monthly team meetings, however, in-person attendance will be discussed and agreed upon with the hiring manager, as required for onboarding and business needs. The role also involves the need to travel locally and participate in quarterly firmwide two-day meetings currently held within the Chicagoland area, starting Wednesday evening and concluding Friday afternoon. Out of state travel may be required for business needs.

The office is open and available during regular business hours if you need to stretch your legs, find a quiet space to focus, or collaborate with other team members. Our office is located near O’Hare Airport within walking distance from the CTA Cumberland Blue Line.

RESPONSIBILITIES

• Support the client services department in all day-to-day client, prospect, and consultant needs and communications, coordinating with other departments as needed, to ensure a timely response and follow through
• Monitor and manage department leader's email inbox in their absence, promptly identifying and addressing important or urgent inquiries or requests 
• Maintain up to date contact information, reporting requirements, and opportunities in Salesforce
• Answer, screen, and direct phone calls to the appropriate team members/departments and schedule introductory calls as appropriate
• Schedule client, prospect, and consultant meetings, phone calls, and related follow-up meetings for the client services department
• Assist in the creation and distribution of speaking opportunity contracts, NDAs, and additional agreements and documents
• Work closely with other internal departments including marketing, consultant services, and IT/operations to constantly improve the use and efficiency of department systems, platforms, and intellectual property
• Facilitate the promotion of the firm’s education events (webinars, premiere events, etc.) to prospects, clients and Centers of Influences (COIs), as collaboration between the Consultant Services and Client Services departments, to meet event revenue goals and ensure success of events
• Support the workflow of organizational sales processes, ensuring smooth operations and successful implementation of sales strategies and platforms (Salesforce, HubSpot, Jostle, etc.)

QUALIFICATIONS/SKILLS

• Associates degree required; Bachelor's degree in related field preferred
• 1-3 years of relevant experience in sales operations, client/customer service, administrative/executive assistance or similar experience
• Experience with managing complex calendars and scheduling 
• Proficiency in Google Workspace, Microsoft Office, and Salesforce with an aptitude for learning new software and systems strongly preferred
• Resourcefulness with the proven ability to anticipate needs, prioritize responsibilities, and manage multiple projects or priorities with tight timelines
• Excellent written and verbal communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels (leadership, team members, clients, consultants, and external partners)
• Ability to work independently and under supervision, demonstrating initiative and adaptability in a fast-paced and dynamic environment

JOB SPECIFIC ATTRIBUTES
These attributes are common among people in this field and represent what we think will help someone to be successful in this role at FBCG:

• Exceptional Organizational Skills: Given the variety of tasks involved, strong organizational skills are essential for managing multiple responsibilities, deadlines, and priorities effectively
• Excellent Communication Skills: Clear and concise communication is crucial for interacting with clients, prospects, consultants, and team members across departments, ensuring smooth coordination and follow-through on tasks
• Attention to Detail: Precise attention to detail is necessary for accurately updating contact information, reporting requirements, and opportunities in the Salesforce, as well as creating and distributing contracts, NDAs, and other documents
• Client Service Orientation: A client-centric approach is vital for addressing client, prospect, and consultant needs promptly, providing excellent service, and maintaining positive relationships
• Confidentiality and Professionalism: Demonstrated ability to maintain strict confidentiality and uphold a high level of professionalism when handling sensitive information related to the company, its consultants, and clients 

CULTURAL ATTRIBUTES 
Being a small professional services firm, our team works closely with one another and the consultants we support. We thrive on our culture and feel it is important for our small team to be aligned. Our team members all share the same core values: 

• People First, Results Follow: We prioritize people, understanding that success naturally follows when individuals and relationships are nurtured. Leading with generosity and connection, we seek win-win-wins and treat everyone with utmost regard. 
• Engage Courageously: We speak with kind candor, embracing courageous engagement as transparency is the foundation of trust. We believe in stretching ourselves to grow, taking calculated risks that propel us forward. 
• Step Up: We take ownership of our responsibilities, bridging gaps and approaching challenges with a 'can-do' attitude. We foster a culture of initiative and problem-solving, always striving to find solutions. 
• Be The Brand: We aim to create a distinctive FBCG experience. Our commitment is to deliver excellence when required, act with expedience when necessary, and be an integral link in the value chain of our clients. 
• Learn Together: We encourage our team to see the holistic picture, embrace humble feedback, and humbly receive it. We emphasize 'writing what works,' finding effective solutions that stand the test of time. 
• Set the Direction and Walk the Path: We start with the end in mind, prioritizing significant goals (rocks) before smaller ones (pebbles). We measure only what truly matters, ensuring our efforts align with the long-term success of the families and enterprises we serve. 

We are a small collaborative team that is passionate about the work we do with families. We are collegial and supportive of each other. We work as a team, we win as a team, and no one fails on their own. 

COMPENSATION

• Base salary range: $54,000 - $64,000 annually; Compensation is commensurate with experience 
• Medical, dental, vision, life insurance coverage, and FSA/HSA, plus more
• 401(k) with up to 4% Employer contribution match
• Paid Holidays and PTO

To submit your application, please include a cover letter and resume to be considered for this position.