What are the responsibilities and job description for the Client Insights Coordinator position at Exit Planning Institute?
Client Insights Coordinator
Position Summary
The Exit Planning Institute (EPI) is seeking a Client Insights Coordinator to join our dynamic team. This person will work within the Operations department and is responsible for various customer service-related functions, including but not limited to analyzing data and generating actionable insights that improve customer service strategies and enhancing overall client satisfaction and loyalty. To execute this role effectively, an individual should be capable of bridging the gap between raw data and informed decision-making, ensuring that everyday customer interactions contribute to broader organizational goals while prioritizing tasks in a fast-paced, rapidly growing company.
Key Responsibilities and Duties
- Engage with the exit planning community via email, phone call, social media, in person interactions, etc. to gather feedback, answer questions, and provide exceptional service
- Develop, implement, and analyze surveys to capture client insights and satisfaction data
- Collaborate cross-functionally with departments such as Product Development, Marketing, and Strategic Relationships to share insights and feedback, support the creation of new products and strategic initiatives, and ensure cohesive strategies that support overall business objectives
- Identify trends and opportunities from survey data, social media, and direct interactions in order to present actionable insights to improve client experiences and support business growth
- Assist in the development of reports and presentations to communicate findings to stakeholders across the organization
- Stay updated on industry trends and contribute ideas that enhance company educational offerings and support services
- Track KPIs to assess the effectiveness of implemented strategies including monitoring customer satisfaction scores, resolution times, and performance metrics
- Oversee, moderate, and assist in enhancements of the company’s Community Forum
- Ensure the accuracy, completeness, and reliability of data within internal systems including the CRM
Position Qualifications and Skills
- Experience in a customer service, customer insights, or similar role required
- Bachelor’s degree in Business, Communications, Marketing, Psychology, or related field preferred
- Experience in project management, survey creation, data analysis, and insights reporting preferred
- Experience using Microsoft Office and HubSpot preferred
- Passion for education and a commitment to delivering outstanding service to professional advisors and business owners
- Exceptional verbal and written communication skills, with the ability to engage effectively with clients and internal teams
- Highly organized, detail-oriented, and capable of managing multiple projects simultaneously
- Punctual
- Excellent problem-solving skills
- Must be motivated and able to work with minimal supervision
Salary and Benefits (starting salary based on experience)
- Status: Full time, Hybrid (8AM – 5PM; Monday – Tuesday in office; Wednesday – Friday optional work from home)
- Starting salary: $45,000 – $55,000 (depending on experience)
- Upon 90-day review: Eligible to enroll in the EPI Insurance Program (Health, Vision, and Dental all available), Eligible to enroll in EPI’s 401k program, and Eligible for use of Unlimited Paid Time Off
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Market research: 2 years (Preferred)
Ability to Commute:
- Westlake, OH 44145 (Required)
Work Location: Hybrid remote in Westlake, OH 44145
Salary : $45,000 - $55,000