Customer Success Manager-Remote

Beyond BookSmart
Full Time
Remote in Massachusetts
Up to $66,000 a year
Posted 3 days ago
Job description
  • JobID: 258

Position Type:
Support Staff

Date Posted:
5/12/2022

Location:
Remote - Massachusetts

Date Available:
06/22/2022

Closing Date:
06/01/2022

Job title:

Customer Success Manager

Reports to:

Director of Customer Success

Description of Company

Beyond BookSmart is an Executive Function coaching company whose mission is to help individuals successfully meet today's challenges, using tools that will benefit them long after they have stopped working with us. We use the work our clients currently face to teach them how to manage their time and attention, plan and prioritize, and become more organized, all so they gain confidence and become willing to take on ever-greater challenges. Our Corporate Headquarters is in Needham, MA. We employ hundreds of highly-credentialed, part-time coaches nationwide, and have a much smaller, full-time staff on the core business team. We provide online coaching throughout the United States and around the world.

Job purpose

The Customer Success Manager (CSM) reports to the Director of Customer Success to proactively manage the BBS Coaching Coordinator program, support the evolution of the BBS Customer Success Team and ultimately contributes to the success of the BBS members. The CSM is instrumental in ensuring a smooth new member onboarding process and to lead, inspire and develop the CC team in building trust with new members. We are committed to empowering our team to use their talents to drive change.

Core responsibilities:

Team Management

  • Supervise and support a team of Coaching Coordinators who are committed to customer success from onboarding as new clients to their ending services with the company.
  • Develop informational and formal training sessions for CCs.
  • Continually seek to improve the Coaching Coordinator program for a growing company.
  • Communicate updates and changes with the Coaching Coordinator team, both collectively and individually as necessary.
  • Proactively problem solve and seek scalable solutions that allow the CC team to provide concierge-level support to clients.
  • Use expertise and collaborative spirit to reactively and creatively address escalated member concerns and issues.
  • Support the rollout of new products and services for the CC team as they are developed; collaborate on process development as necessary.
  • Work with the director to identify trends that are barriers to member success and support the team in implementing new processes for improvement.

Membership Support

  • Collaborate with colleagues cross-departmentally to create frictionless onboarding of new clients. Including, but not limited to:
  • Managing the assignment of intakes and reschedules for the CC team to ensure equal distribution amongst team members.
  • Monitor post-intake success and work with the Director on any problems or issues.
  • Liaise with the coach-matching team to support a cohesive matching process post-intake.
  • Use technology to assess the needs of members by monitoring their success and satisfaction as reported by satisfaction check-ins.
  • Set up systems as needed to create efficiencies.
  • Work with the Coach Development team to provide support to new initiatives and projects and to actualize policies and procedures.
  • Work with the Director to develop processes and systems that support the membership clients through the Success Team as well as provide support as needed for Success Team clients.
  • Perform other duties and pivot seamlessly as needed and through guidance of the Director.

Qualifications

  • Passion for customer success and building systems that are customer-centric.
  • Collaborative spirit for solving customer issues or challenges and resilience with change in an evolving or growing company.
  • Business acumen and interest in finding efficiencies that benefit BBS’s customers.
  • Minimum of three years of professional and management experience, ideally in education, counseling, social work or psychology.
  • Knowledge and background of Executive Function (EF) skill development and a strong understanding and interest in working with clients who have ADHD or other learning challenges and their caregivers.
  • Ability to ensure quality in all communications channels with professionalism.
  • Must have advanced knowledge and tech savviness in Google/Office Suite, Google apps and video conferencing (Google Meet, Zoom). Familiarity with HubSpot (or another CRM platform) is a plus.
  • Strong time management and organizational skills.

Working conditions

This is a full time remote position, which allows you the flexibility to work from home, Monday-Friday during regular business hours EST. Must be able to sit/stand for potentially a long period of time in front of a computer monitor/laptop, and frequently use your home or cell phone.

Compensation

Starting at $60,000 up to $66,000 annually.

Benefits

Health and Dental benefits available from day one of employment, flexible spending account (FSA), company 401k plan, company observed holidays, generous vacation and personal paid leave, and sick paid leave.

Direct reports

Coaching Coordinator Team

Disclaimers

Applicants, as well as position incumbents, who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

Beyond BookSmart is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will Beyond BookSmart discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender, gender identity/expression, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.

Job Types: Full-time, Part-time

Pay: Up to $66,000.00 per year

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