CUSTOMER EXPERIENCE MANAGER - VIRTUAL

CUSTOMER EXPERIENCE MANAGER - VIRTUAL

15 Feb 2024
Colorado, Boulder 00000 Boulder USA

CUSTOMER EXPERIENCE MANAGER - VIRTUAL

Vacancy expired!

The LifeChanger Academy is a progressive company focused on helping fitness professionals expand and grow their businesses. The owner, Sterling Griffin, started his company 16 months ago and is adding talent to help clients, and team members alike, reach the stars.

**BEING ON OUR EXPERIENCE TEAM**

This is for the person who wants to see and positively impact lives by becoming a part of our movement.

You need to LOVE supporting people and being a part of changing their life.

This position has been the foundation of our business, and it's where we've identified some of our higher-level leadership now.

So if you want to...

• Literally be a part of one of the fastest growing companies in America

• Have extraordinary room for GROWTH whereby you step up and fill your own shoes as we continue to grow

• Be EXCITED to jump out of bed every morning because you are INSANELY APPRECIATED and are making a massive DIFFERENCE in working with us

• Have FUN every day (no team has fun like ours),

• Work from HOME, since we are an online, virtual company,

Then you'll LOVE working with us.

We are looking for someone who is...

• Charming and always seem to bring a smile to people's face

• An amazing listener

• Likes routine work, and doesn't mind doing the same thing over and over again, and, in fact, you may even find it calming.

• Motivated by a stable job environment and sincere appreciation from others

• Precise and loves attention to quality. You are certainly motivated to do things right the first time, and if you don't...it bothers you.

• Embodying a tinge of competitiveness...you like WINNING and while you want others to win...you want to be better.:-)

If this speaks to you, then this position might be PERFECT for you!

Role

Customer Experience Manager: Manages the customer delivery team in providing client assistance with course content while assisting the CEO in creating and implementing newly updated content provided to clients in our program suite.

Responsibilities

● Leading group coaching calls for clients in our program suite

● Managing and training the customer delivery team to provide excellent customer service and coaching assistance to our clients

● Reporting on total client count, satisfaction % based on feedback surveys, client success and other various metrics related to the overall client experience

● Consistently sourcing new ways to improve the client experience

● Establishing, developing, and maintaining positive customer relationships

● Updating client interactions within Infusionsoft (our CRM)

● Available from roughly 9 am-5 pm PST Monday to Friday

● Use both internal and external products and resources to maintain an up to date knowledge on our program and our industry

● Occasionally create content as resources to improve client experience

● Attend staff meetings (Daily Huddle - Mon-Fri, Monthly All Hands Meeting, Monthly Waterfall Update Meeting, Team Lead Targeted Interactions)

Requirements

● Must have experience leading teams (1-2 years minimum)

● Feels personally responsible for their energy state

● Must be the living example of the LCA culture at all times

● Bring a positive, helpful attitude no matter the challenge brought their way

● Must have income producing coaching experience

● Must be available for a full-time position

● Must be extremely coachable and able to receive and implement feedback on your performance

● Have a do-whatever-it-takes-to-wow-the-face-off-of-our-clients attitude

● Must love learning, leading and teaching

● Follows through on projects without minimal supervision

● Track hours and tasks completed through Google Docs/Sheets

Results

Contribute to client retention by maintaining a 30% retention rate through month-to-month subscription enrollments - falls to Sales team enrolled by Sales people - will set people

Contribute to overall client satisfaction measured by a 90% overall client satisfaction rating as a company:

• Measured through our weekly monthly accountability reports--how many leads we generated and where we need support

• Asking clients how would you rate your experience over this past week and last month = less than a 9 on average - and if we find anything less than a 10 - what can we do to help the client be at a 10

This position will manage a team member to handle the client - not front line, but in the manner of evolving team of coaches, or CS, whereby you lead and help create the systems to help front line people succeed.

Supporting the customer delivery team in reaching their respective metrics related to client wins (i.e. Gainz posts in the private Facebook group, feedback completed on client transformation stories submitted):

Our clients making $3,000 per month and reporting that in our FB group.

• CS will post and sign a new client following certain team metrics, e.g. how many Gainz posts and responding to customers

• Will create more metrics to help assess performance and hitting company goals

• Improve response time from three hours down to 10 minutes - devise metrics to hit this across the department and how do we continue to improve

Ideal fit for this position would be someone who has had their own coaching business and can provide examples of managing a team and hitting business goals, or someone who has been in the Customer Experience arena and can also cite examples matched to what's outlined above.

For immediate consideration, if you are qualified and inspired to apply, please send a cover letter and resume.

To learn more about Sterling Griffin and The LifeChanger Academy, please visit:

https://www.sterlinggriffin.com/work-with-me/

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