Client Success Manager (Remote)

We are looking for Business Onboarding Manager for our (Attorneys) clients consulting program.

Join our team at one of the fastest-growing personal injury firms in the United States. This is a fantastic opportunity for unlimited growth, where you will be part of designing new processes, identifying areas of improvement, collecting feedback, and sharing it with both our sales and product teams.

Your job is to build strong relationships and assist coaching members (attorneys) with their needs. Our department’s goal is to ensure the highest client service quality, which translates to the utmost satisfaction and lowest attrition. If you are a quick learner, love new challenges, and want to be part of building something new and exciting, this is the perfect position for you.

This position requires strong knowledge in onboarding new partners/attorneys in our coaching and consulting business. 

 Responsibilities:

• Assist in onboarding new Academy, Mastermind, and Summit members.
• Conduct health assessments for new members.
• Address member requests, including ad hoc requests, sharing videos and presentations, updating accounts, providing documents, and scheduling calls.
• Collect feedback about the product and identify areas for improvement.
• Address payment and administrative issues.
• Help document and refine onboarding and client success SOPs.
• Provide a red carpet onboarding experience for Pro and Partner members.
  

Client Management:

• Share call summaries and goals with members.
• Collect feedback about the offerings and products.
• Manage client renewals and ensure continued satisfaction.
• Set up access to new videos and resources for academy subscribers.
• Communicate updates and new content to subscribers.
• Handle small tasks and requests from members.
• Address immediate needs and concerns of partners, pro members, and academy subscribers.
• Track progress and benchmarks to ensure client satisfaction.

Strategic Initiatives:

• Define areas of upselling and cross-selling for the team.
• Manage medium accounts with the potential to transition to large accounts.
• Build a process to report feedback to the sales team and product team.

Leadership and Team Management:

• Potentially lead a small team of junior client success and onboarding staff.
• Train and onboard new members on systems and client management.

Minimum Skills Required:

• Excellent communication and interpersonal skills.
• Experience with small companies (a plus).
• Ability to help with documentation, processes, and navigating some gray areas.
• Strong organizational and time management abilities.
• Proficiency in using CRM and client management tools.
• Attention to detail and accuracy in data entry.
• Ability to multitask and handle multiple client accounts simultaneously.
• Strong customer service and relationship management skills.
• Ability to analyze data and track client progress.
• Problem-solving skills and the ability to address client concerns effectively.
• Ability to work independently.
• Aptitude to grow, since this is an amazing opportunity in a new department.
• 1-2 years of experience in a client success role, ideally in a coaching or consulting program.
• Creating SOPs and documentation is a plus.

Time zone: available to work EST time.

Availability to travel.