Customer Success Co-ordinator - Fully remote

Who will I be working for?

You will be working for a hugely successful consultancy business, who operate within a fascinating field, assisting many global brands. They offer a friendly supportive team environment.

What will I be doing?

You will 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 will have accountability for the successful and faultless delivery of programmes, 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 Operations and will play a key support role for the Client Success Directors. The ideal candidate will have proven experience working in fast paced client service environments managing many projects and clients simultaneously.

Main duties and responsibilities:

• 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 and evaluating risks within client portfolio (including errors, feedback, coaching progress, referral dips and peaks, GDPR related concerns and inappropriate procedures) ensuring business controls are in place to minimise exposure to risk.
• When required for the client portfolio, overseeing the resourcing and commercial onboarding from the 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 programmes and future portfolio opportunities.
• Driving the booking of all coaching programmes, partnering with marketing and product to ensure all promotional and feedback materials are up to date and ensuring all programmes stay on track and are completed within agreed timescales.
• Liaising with client stakeholders regarding logistical elements of delivery (room, technology, schedule, attendance, feedback, etc).
• Acting as the hub of knowledge throughout programmes 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.
• Ensuring all content and briefing documents for coaching programmes are available to coachees and coaches before session delivery.
• Providing producer support on webinars and basic set up and troubleshooting support to coaches as needed.
• Ensuring all contract revenue is entered into CRM accurately and in a timely manner.

What skills and experience are required?

• Proven experience supporting a portfolio of 20+ clients simultaneously.
• Strong analytical and PowerPoint skills.
• 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 and a strong interest in DEI industry trends, market dynamics, and customer behaviour.

What else do I need to know?

This is a permanent, fully remote role.

• Discretionary annual bonus eligibility.
• Pension scheme.
• 25 days holiday (FTE) excluding Bank Holidays.
• 6 days wellbeing leave (FTE).
• Flexible working.
• Employee Assistance Programme.

We really hope this great role appeals to you and you decide to apply! We love hearing from you and really appreciate every single application that we receive. We wish we could respond to your CV personally but due to the high number of responses we receive this just isn't possible.

No terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job. Your data will be treated respectfully and in line with GDPR regulations. Our privacy policy is available on our website.