Client Success Manager

Client Success Manager Job Duties : Train CS team in the coaching / management process for clients in regards to hitting goal metrics in the areas of lead generation, lead nurture, sales, and retention. Lead group coaching call for clients in our program suite Creating OR curating content / curriculum for our students to grow their businesses. Reporting on total client count, satisfaction % based on feedback surveys, client success and other various metrics related to the overall client experience Handling escalations and refund requests when they arise and creating a refund or escalations response process for future consistency Curate or host group calls with guest experts / SME's for the benefit of the students. Updating client interactions within Infusionsoft / Pipedrive, (our CRMs) Responsible for the management client FB groups, including internal promotions, promo content, and virtual events. Managing updates to content for all programs, and training the CS team members on the curriculum. Also responsible for the promotion of content updates to the clients either through the FB groups, text blasts, or through email Manage a team of 2-3 people who can aid in client success in these key areas : Branding, Offer & Copywriting advice, Mindset / Fundamentals of business, Sales & Objection Handling, Media Buying / Paid Advertising, and Funnels. Managing involves : Hiring talent, training talent, managing & maintaining performance reviews / ratings of talent, managing execution & implementation groups (the system for clients to be held accountable and move through the program) Interview & manage case study material : Client interviews