Looking For A Client Success Manager For Our Coaching Business (CSM)

Role (Overview Of The Position):
The Customer Success Manager (CSM) plays a critical role in the success of our organization.

The CSM is responsible for developing positive customer experience and improving the customer experience through product support. This position involves onboarding of new customers, working with customers on an ongoing basis as their primary point of contact, sending scheduled updates on the progress of their channels, creating and maintaining results, retention, answering client questions, educating clients on topics related to YouTube, and managing 1-on-1 Discord group with client. Is also responsible for ongoing communication through email support, case study testimonials and referral programs.

Responsibilities (Tasks Associated With The Role):

– Client Onboarding: You will be responsible for taking over client onboarding once the sales team has closed the sale and has filled out any required onboarding documents/legal contracts. The same process applies for off-boarding.

– Client Support: Once introduced as the primary point of contact, you will be responsible for answering all client questions and addressing any concerns in an efficient, retention-based manner. Establish and maintain strong relationships with clients, acting as their personal success coach. This includes proactively engaging with them to understand their evolving needs and provide tailored solutions to their problems. Respond promptly and accurately to client inquiries via email, ensuring that all client communications are managed efficiently. Oversee and actively participate in our group on the Skool platform, engaging with clients, answering questions, and fostering a supportive community environment.

– Client Success: On an ongoing basis, assist the customer with the best possible solution for starting and growing their YouTube Automation channels and guide them through the existing process set by the Customer Success Team. Responsibilities also include getting a recorded case study testimonials from our high performing students and a trust pilot review.

– Client success tracking: Move clients on CRM to the next stage after each month follow up. Track how much every investor channel earning on a monthly basis ti’ll ROI is reached.

– Develop and Maintain a Client Success Strategy: Work with Customer Success Team to continue refining and improving existing Client Success Strategy. Seek to improve all aspects of the customer journey with the company and promote the full value of the product in alignment with brand image and a first-class customer experience.

– Business Development: Always be on the lookout for ways to improve our services and processes. Also, looking for ways to reach more clients and to maintain or upsell existing clients in ways that help them to achieve their goals even faster. And Provide regular reports to the management team on client feedback, satisfaction levels, and suggestions for enhancing our services and support.

Results (Expected Accomplishments):

– You will manage around 100, maximum 150 customers at a time. Perform welcome interactions and have clients fully onboarded within 12 hours of the deal being closed.

– Provide timely responses to client inquiries. This means responding within 60 minutes during typical working hours, and within 12 hours during off times.

– Performance Analysis and Optimization: Monitor clients’ YouTube channels’ performance and provide insights and recommendations for optimization. Provide detailed and insightful feedback on results from their YouTube Automation channels and offer simple and easy-to-understand action steps for implementation . Be able to focus on the positive aspects of their results, and frame all efforts in a positive light.

– Track and report on a monthly basis – highlighting which clients need attention and which clients are exceeding expectations or performing amazingly (so we can reach out and leverage these results for testimonials, client interviews and referral opportunities).

– Maintain and improve our existing systems for streamlining customer onboarding, support, retention, and referral programs.

– Maintain a refund/cancellation rate of under 5%.

Hours

– Minimum 40 hours per week. Flexibility offered in terms of time zone.

Salary:

$2,00/Month

Benefits:
– Work-life balance by working 100% remotely from anywhere.

– Generous and flexible paid time off.

– Paid holidays and sick days.

– 5% of Client referal

– $200 for every video testimonial or interview obtained from clients

– $150 for positive Trustpilot review

– $400 for every client that achieve ROI Within 12 Months

REQUIREMENTS:
– You must have good internet with great camera and a nice background to get on call with Clients.
– You must speak english very well and be organize.
– You Must Be an organize person
– You must be outgoing and enjoy speaking to people (also be a great communicator)
– Bonus: if you have a sales background