Client Success Manager

About Us:We teach entrepreneurial professionals start your their profitable recruiting business & get new clients predictably without quitting their 9-5 until their new business takes off.

Our clients learn how to start, grow, and scale their business from $0 to $20k+/mo working from home, or how to run their recruiting business on the side, even if they have a full time job. Clients have access to a team of specialized coaches, a dedicated Client Success Manager, cutting edge client acquisition strategies and revenue-generating community of hundreds of other recruiting business owners!

Role (Overview Of The Position):

This position involves supporting the sales department with onboarding of new customers; working with customers on an ongoing basis as their primary point of contact; meeting with clients for scheduled updates on their progress in the program, assisting them in achieving results and hitting goals in the program, retention and referral programs to retain existing clients and providing coaching and accountability to implementation of our program steps.

Responsibilities (Tasks Associated With The Role):Client Onboarding: Responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents, introducing them to our community using our CEO’s account.Client Support: Once introduced as the primary point of contact, will be responsible for answering all client questions and addressing any concerns in an efficient, retention-based manner while helping set realistic goals, maintaining realistic program expectations, and holding clients accountable to hitting those goals. Client Retention: Create and maintain a calendar of ‘special events’ for each client. We want clients to feel like we’re an integral part of their business and to know that we’re always thinking of them and have their goals in mind.Monthly Reporting: Send timely and consistent reports to clients highlighting positive aspects of their progress in the program. Daily reporting to COO around client interactions, areas you need help, planned progression, and recap of daily activity.Develop and Maintain a Client Retention Strategy: Work with business owners to continue refining and improving existing Client Retention Strategy. This will mean assisting them in adhering to the goals they set, program timelines and implementation while bringing ideas to the table to make it easier for you to retain and upgrade clients.Research: Always be on the lookout for ways to improve our services and processes. Also for ways to reach more clients, and to maintain or upsell existing clients in ways that help them to achieve their goals even faster. Report repeated questions/struggles to COO/CEO so we’re able to amend the program to cover these issues/struggles.De-Escalation: In the event of disgruntled client or client complaints, you will be expected to de-escalate these complaints in a professional manner, inline with options and resources that will be made available to you to ensure that clients are left with satisfactory results from their initial complaint and preventing negative reviews or feedback left online.

Results (Expected Accomplishments):Have clients onboarded within 24 hours of being closed.Provide timely responses to client inquiries. This means responding within 30 minutes during typical working hours, and within 12 hours during off times.Provide detailed and insightful feedback on results from monthly sessions for clients. Be able to focus on the positive aspects of their results, and frame all efforts in a positive light. Should recognize benchmarks, and look for opportunities to increase our clients perceived value for the service we provide. Continually move the goalpost for clients to ensure they’re always looking at and moving toward next steps in their business development and progress inside of the program.Track and report on client results during weekly meetings - highlighting which clients need attention and which are doing amazingly well (so we can reach out and leverage these results for retention and referral opportunities).Maintain and improve our existing systems for streamlining customer onboarding, support, retention, and referral programs.

Requirements (Expected Proficiencies):Maintain an in-depth understanding of the service we provide, and how to measure success within the program, as well as how to help clients overcome struggles and stumbling points they may experience during their time in the program.Must understand our sales process and keep deliverables in alignment with client’s expectations (what we promised them).Data analysis and providing insights for improvement from a client progress, retention, and client success perspective.Strict attention to detail and cross checking data to ensure accuracy at all points.Excellent communication skills and ability to relay ideas clearly.Must be friendly and able to clearly communicate with clients by email and Zoom.Ability to manage multiple projects consecutively.Ability to problem solve and provide effective solutions to issues as they arise, being proactive about helping the company grow and scale through a healthy client success department.Maintain key KPIs, related to client churn, success as defined inside of our program, number of testimonials received, number of referrals received, and number of upgrades made on a monthly basis.You will be expected to be proactive in your approach and your duties. This is not just a “9 to 5” job. We are scaling the company and you will play a pivotal role in helping us scale, being compensated for your ability to help achieve larger company goals.

Compensation/Benefits:Compensation for this role will be $5,000/mo + commission.Compensation will be provided on a monthly basis.Incentives: Upgrading members after their first successful placement into our backend Scale program ($497/mo), testimonials received, and referrals received.Compensation model will be reviewed after 3 months and 6 months, with potential for an increase in salary to $5,500 and $6,000 plus commission, respectively.

The job description is not all-inclusive and certain activities, duties or responsibilities may be required of the contractor as needed.