Are you someone who thrives on details, process efficiency, and execution? If so we invite you to be a part of our team.
As the Client Success Coordinator, you’ll play a pivotal role in ensuring the seamless functioning of the day-to-day operations related to client delivery and support for a portfolio of clients. You’ll have accountability for the successful and faultless delivery of programs, be the first point of contact for all coachees, and deliver a prompt, responsive, and seamless end-to-end user experience,
This role will report directly to the Head of Client Success and will play a key support role for the Client Success Directors/Managers. The ideal candidate will have proven experience working in fast paced client service environments managing many projects and clients simultaneously.
What you’ll be doing:
- Partnering with the Client Success Director to develop flawless delivery plans and support the operational aspects of client delivery to ensure client retention and impact
- Identifying & evaluating risks within client portfolio (including errors, feedback, coaching progress, referral dips and peaks, data security related concerns and inappropriate procedures) ensuring business controls are in place to minimize exposure to risk
- When required for the client portfolio, overseeing the resourcing and commercial onboarding from the Employed and Associate resource pool and any ongoing client-related activity that they manage.
- Supporting the creation of client facing materials for regular service review meetings and proposals that evaluate current coaching programs and future portfolio opportunities
- Driving the booking of all coaching programs, partnering with marketing and product to ensure all promotional and feedback materials are up to date and ensuring all programs stay on track and are completed within agreed timescales
- Liasing with client stakeholders regarding logistical elements of delivery (room, technology, schedule, attendance, feedback, etc)
- Acting as the hub of knowledge throughout programs to ensure delivery plans are on target and escalating feedback scores as needed to the Client Success Director and Head of Client Operations
- Managing and processing all new coaching referrals and ensuring all coachee information is up to date and assigned to the correct account in CRM
- Coordinating all feedback and preparing initial draft of feedback reports to be shared with the Client Success Director or Manager
- Ensuring all content and briefing documents for coaching programmes are available to coachees and coaches before session delivery
- Providing producer support on webinars & basic set up & trouble shooting support to coaches as needed
- Ensuring all contract revenue is entered into our CRM accurately and in a timely manner
Must haves for the role:
- Proven experience supporting a portfolio of 20+ clients simultaneously
- Strong analytical and PowerPoint skills
- History of success/goal orientation and ability to persevere when faced with challenges
- Ability to engage others and develop value added relationships
- Ability to thrive while managing multiple stakeholders and projects at one time
- Strong communication and collaboration skills
- A passion for the work we do and a strong interest in DEI industry trends, market dynamics, and customer behavior.
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