Client Success Coach + Marketing Manager

Position:

Client Success Coach + Marketing Manager

Reports To:

Chief Executive Officer 

Job Type:

Full time

Location:

Remote - but preferably based in US, UK, CA, AU or Singapore

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We’re looking for a full-time Client Success Coach + Marketing Manager to onboard new clients and manage + coach our existing clients.

If you’re hardworking, love to teach, provide rave-worthy client service, and are highly organized, then this position is for you! 

Position Summary 

The Client Success Coach + Marketing Manager is responsible for the entire client journey with our company - beginning with assisting in promoting our programs, enrolling new clients, onboarding new clients, and managing, coaching, and retaining existing clients. If you’re hardworking, love to teach, provide rave-worthy client service, and are highly organized, then this position is for you! 

Responsibilities

• Support the Sales Process by Reviewing Applications, Preparing Acceptance Emails, and answering questions from leads in the pipeline.

• Keep the Program Leads dashboard / CRM organized and up to date (on Airtable software)

• Send Rejection or Redirect emails to applicants that are not accepted

• Maintain the “Program: Clients” dashboard / CRM, keeping all client data up to date and organized.

• Responsible for onboarding new clients and providing a smooth, supportive, and high-touch onboarding experience.

• Manage and support existing clients by answering their questions, resolving their issues, building a relationship with them, and delighting them.

• Provide a high-touch coaching experience for clients in our high ticket programs by becoming an expert in our strategies, attendly all weekly live coaching calls, tracking their progress, providing strategic feedback, and checking in with them. 

• Managing changes and updates to the existing Program itself and managing adding new content and modules to the Program

• Create a high-level marketing + content strategy to promote our programs. You have a background in social media marketing, content writing + basic graphic design skills with Canva to assist with marketing activities of the company.

• Make sure that all SOPs related to the Program, coaching strategies and best practices are up to date

• Responsible for updating Facebook response library in AirTable

• Co-hosting coaching calls, creating the “Call” documents and timestamping, then uploading the replay for clients. 

• Host 1 Weekly Mindset Coaching Calls for the program and provide expert feedback and advice to clients.

• Improve client retention by reviewing client experience and satisfaction, tracking when clients are eligible to move into a new program, and developing strategies for client retention.

• Responsible for managing the renewal process for clients continuing on inside the program / OR off-boarding clients in a timely manner and providing a smooth and positive experience.

What does success look like? 

• Research and stay up to date on the latest strategies we teach to our clients. 

• Onboard new clients into our programs smoothly and quickly.

• Respond to client questions within 24 hours.

• Have an extreme awareness of who each client is, where they are in the program, when they're behind schedule, how they're feeling, and anything else that would help us serve them better.

• Develop a personal relationship with existing clients so they feel exceptionally cared for and tell us they trust you and what you bring to the program and calls.

• Keep our clients motivated and inspired to keep going - ensure that we bring them back on track when their mindset is not solid. 

• Keep our clients focussed on data, and not the drama. 

• Learn all of our programs, lessons, strategies, policies, and decision-making process so you can give expert feedback and support.

• Create and Maintain a Coaching Training Manual by systemizing and document the coaching process to make it easier when we hire additional coaches.

• Grow your expertise in our programs, industry, marketing strategies, and client success strategies by spending at least 1 hour per week on personal development.

• Create and execute on marketing activities (with the support of VAs on the team)

Requirements 

• Excellent at mindset coaching and building personal relationships with clients

• Excellent at communication, written English and proofreading. 

• MUST BE anti-racist and inclusive towards ALL minority groups

• Highly organized, detail-oriented, and loves to develop new systems and processes. 

• Must be tech savvy and comfortable with learning new softwares

• Excellent at managing ongoing conversations with multiple people at once.

• Has high emotional intelligence and is able to listen to, support, and encourage others with empathy. 

• Takes direction well and enjoys being part of a team. 

• Independent, self-starter who executes tasks on time, every time. 

• Strong communication skills and willingness to take constructive feedback. 

• Loyal, hardworking, and comfortable in a fast paced small-business environment where priorities can change quickly.

• Super reliable and dependable. 

• Available to attend daily, weekly, and monthly Team meetings.

• Available to work Monday through Friday in your local time zone (some overlap is needed with Satya’s time zone in Asia.) 

• Want to work from home in your pajamas with an amazing company with a huge mission!

P.S. This job description is not all-inclusive and certain activities, duties, or responsibilities may be required of the employee as needed.