Client Success Team Leader

NOTE: This is a contractor position and you'll be working from your own home.

Reports to:

Client Experience Team Leader, Leadership Team

Purpose:

The Client Success Team Leader is a bridge between existing and potential clients, Team Members and the company. The role requires an ability to understand, support and provide guidance to Team Members as they respond to client needs; help them provide solutions to problems; ensure they have a clear understanding of the company's and team's priorities; ensure they are fully trained in all aspects of Client Success, the programs, products, methods. The Client Success Team Leader will also be a representative of the Founder and President in all forms of communication.

Duties of this Role...

Loves the coaching industry and is passionate about helping people
Exudes an enthusiasm for coaching and the coaching industry via both written and verbal communication
Enjoys managing and tracking lots of small details and able to adapt quickly to a constantly changing environment
Ability to create processes and systems that support Team Members and clients
Highly interested in the business and proactive about staying informed about what's going on with Team Members, Joint Venture partners, the President and Leadership Team, and clients
Understands how to identify and sell what a potential client needs the most to move them forward in their business
Exemplifies strategic thinking and effective, efficient decision making
Contributes positively to overall leadership team planning and company goals and priorities
Has a firm understanding of the "Free Sessions That Sell" process and is comfortable taking clients through that process via the phone
Helps build relationships with prospects and clients via written and verbal communication
Leads weekly team meetings and brings questions and ideas to the table about how we can better support our clients and other Teams
Works full time with some flexibility to meet the needs of the business
Oversees Client Success Team Members to:

Monitor all incoming emails and prioritize which need to be answered in which order during the shift
Ensure Team Members have their phones turned on (using our company phone system) to receive phone calls from clients during their shifts
Respond to any voicemails by returning calls
Enjoy speaking to people over the phone and helping them without letting the calls get too long and drawn out
Monitor our company Facebook groups, engaging and responding to people daily
Over-deliver support for clients via email, phone and social media, providing more than what the client asks for
Anticipate the client's needs before they ask by providing what the client truly needs, even if they don't know how to ask for it
Able to identify potential problems and offer solutions before the client perceives it as a problem
Is highly curious about the client and strives to be understanding and empathetic

Provides positive support for prospects, clients, and team members
Has excellent written and verbal communication skills
Able to proofread and correct mistakes
Able to think quickly and find solutions and alternatives to a wide array of situations
Loves to drive projects to completion
Manage prospect and client accounts
Is proactive in finding solutions and serving our prospects and clients in a timely manner

You will know you are successful in this job if:

Team Members and Clients provide feedback that they feel really well supported and cared for
Other Teams provide feedback that they are well supported
All emails and phone calls are responded to within 60 minutes during office hours (within 4 hours during FSTS launch)
Your Team is able to turn around refund requests by offering alternate payment plans, offering a different product/program, educating the client on what they purchased and what is most important for them to work with, making the client feel heard and understood, etc
The relationships you help build translate into more sales
You contribute ideas to the team, and provide an environment where Team Members feel comfortable sharing their ideas, to improve the client experience
You have such a firm understanding of all the things going on in the business that you can answer all questions correctly and know where to point other team members for the information they need
You enjoy what you do and create a fun and engaging environment for your Team and for the clients