“Success Looks Like” Client Success Director (July 2024)

Purpose of Position – Drive our client success through an improved experience and engagement using both relational and technology strategies.

Client Success Director (Job Functions)

· Strategic Account Management- Deliverables with Timeline (created and tracked) - using software tools to keep

the team abreast of what's necessary and what needs to be scheduled – Hubspot, SOL- LMS

· Client contracts are reviewed for complete program details and accuracy.

· New and Returning attendees are onboarded with the program information - Virtually or In person

· Ensure assessment links within 48 hours of receiving the enrollment information from the salesperson - if not

already completed

· Ensure each client is registered with SOL and using it for reinforcement - higher engagement is key for success-

finding ways to increase time spent in tool.

· Head up Certification of clients in SOL - Bronze, Silver, Gold

· We miss you communication to appropriate clients after 2 consecutive missed sessions. - Creation of training

topic schedule created and published no later than 3 months prior based upon team input

· Help streamline presentation/training aids as necessary for specific clients

· Updated training files and client contracts within DropBox/One Drive/Sharepoint or whatever system is used for

storage

· Client Satisfaction Interviews with Owners/Executives

· Using and recommending technology for better communication, consulting, and training (ex-Hubspot, Sandler

LMS, Vid-Yard, Client Portal, etc.)

SEARCH Attributes:

· Skills

o Ability to oversee a variety of aspects of a day-to-day task for an office and training adult training facility. Able to perform and manage tasks required to support client enrollment & delivery of the training and some individual coaching.

· Experience

o Minimum 2-year degree in Business Administration or commensurate education. Experience in a professional business environment. Spreadsheet, word processing, CRM, LMS, Marketing Software, and presentations with more than average computer skills. Hubspot experience is a plus.

· Attitude

o Positive, Can-Do Attitude, Customer Focused - does the right thing. Enjoys working with all types of individuals - high relationship focus and moderate need for approval.

· Cognitive

o Team player and able to work solo. Adaptable, attention to detail, self-starter. Prepared to suggest and contribute to making all processes of the business more streamlined and better for the students. Able to recognize gaps in performance/results to better help clients.

· Habits

o Consistently follows a process for both self and client success. Must be able to take direction; and feel comfortable suggesting new ideas. Willing and able to commit to 40 hours per week.

Internal Responsibilities:

· Participation in Associates Training during Sandler conference

· Participation in our weekly Essentials- Elevate-Excel sessions for a period of six months to audit sessions

· Participation in bi-weekly meetings

· Participation in Sandler Conference (min once per year)

This individual will be required to present monthly to the leadership team the following reports including KPI’s

· Client retention - need to figure out best way to track

· Sandler Online usage

· Strategic Account Management (SAM)- What are the gaps (30 second commercial, cookbook, Devine, etc.) that

are completed vs. need to be completed

· CEO – Leadership feedback and recommendations

KPIs

· % of active clients attending Sandler public sessions (Essentials, Elevate, Excel, Sales Leadership, SCC)

· Attendance trends

· Client retention in Avg. Years vs. Goal

· # of CEO survey conversations

· What else

Salary:

· $ 45-75k/year - commensurate with experience (covers previously mentioned Marketing, Client Success, and

Internal Responsibilities)

Inclusive of health benefits, vacation, and 401 K (match 100% up to 3%, match 50% up to 5% - after 3 months

of employment)

· Would be willing to discuss a contract position as well if that works better