Job Description:
Role Overview: The Customer Success Manager (CSM) will be a key player in ensuring our high-performing executive clients achieve their career goals. The CSM will manage the client experience throughout their journey, providing support and ensuring a seamless process through various activities within our Executive Talent Network program.
Key Responsibilities:
Client Onboarding and Engagement:
Ensure clients are seamlessly onboarded into the program with proper documentation.
Maintain regular communication with clients, providing updates and ensuring they feel supported throughout their journey.
Resource Provision and Guidance:
Ensure clients receive all necessary resources, including assigned assessments as well as completed deliverables.
Coordinate with career coaches for specialized assistance, such as offer negotiation or advanced interview preparation.
Relationship Management:
Build and maintain strong, long-term relationships with clients, ensuring their satisfaction and success.
Act as the primary point of contact, addressing clients’ questions, concerns, and feedback promptly and effectively.
Schedule and conduct weekly or bi-weekly calls to brief clients on the progress of placement efforts and inform them of potential opportunities.
Collaboration and Communication:
Work closely with the sales and marketing teams to ensure a seamless client experience from acquisition to service delivery.
Collaborate with career coaches and other team members to provide comprehensive support to clients.
Participate in team meetings, collect and share client success stories, and contribute to the continuous improvement of our services.
Data and Reporting:
Set up our CRM and any other relevant tools to manage all client processes.
Track and analyze client progress and outcomes using our CRM and other tools.
Prepare regular reports on client success metrics and provide insights to the management team.
Identify trends and opportunities for enhancing our client success strategies and processes.
Performance-Based Objectives:
Client Satisfaction: Achieve and maintain a client satisfaction score of 90% or higher based on feedback and surveys.
Placement Success Rate: Contribute to maintaining or improving our 80% placement success rate within 12 months.
Communication Efficiency: Ensure all client queries are responded to within 24 hours and weekly/bi-weekly calls are conducted as scheduled.
Resource Delivery: Ensure 100% of clients receive all necessary resources and deliverables on time.
Data Accuracy: Maintain accurate and up-to-date client records in the CRM, with zero errors in data entry and reporting.
Qualifications:
Bachelor’s degree in Business, Marketing, Human Resources, or a related field.
Proven experience in customer success, client management, executive career coaching, or a similar role specifically advising or consulting for high-level executives or high-net-worth individuals.
Strong understanding/passion of the job placement, recruitment processes, and/or career transition strategies. Experience with interview coaching is a plus, but we are willing to train on this, if you don’t have the experience already.
Excellent communication, interpersonal, and relationship-building skills.
Ability to manage multiple clients and tasks simultaneously with a high level of organization and attention to detail.
Proficiency in using CRM software and other relevant tools.
A genuine passion for helping individuals succeed is non-negotiable. Previous experience helping clients achieve their career goals and a commitment to delivering exceptional client service is a bonus.
What We Offer:
Competitive salary and performance-based bonuses
Opportunities for professional development and career growth.
A supportive and collaborative team environment.
The chance to make a meaningful impact on the careers and lives of high-performing executives.
Apply via :
anglednorth.com
