ProActivate

Head of Client Success

ProActivate - Austin, TX

Our CLIENT is one of the fastest growing female entrepreneur networks in the world, providing our members with digital marketing training and business growth strategies. Many female entrepreneurs feel overwhelmed building their business, their step by step training helps their online community be successful in doing what they love.

They run a fast-paced, dynamic, and supportive workplace. They are offering a unique opportunity to contribute and to thrive within this rapidly growing company.

The Head of Client Success is responsible for overseeing a small team that is developing customer relationships that promote retention and loyalty. The team’s job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This role will cover client engagement, client growth and overall client management activities which will help develop strong and positive member relationships. The Head of Client Success is also responsible for identifying and forwarding potential sales opportunities that will be a contributing factor to the overall revenue of the business. The Head of Client Success will function as part of the executive team to ensure the overall success of the company.

Responsibilities

  • Manage all company Facebook Communities ensuring all team members are providing consistent support inside groups
  • Oversee day to day responsibilities of the Client Success team and manage all HR related matters (onboarding, training, reviews, goals, etc)
  • Assist Client Success team plan and understand the best ways to utilize our products based on the client’s business needs or business plans
  • Conflict resolution within both Facebook Communities and InMails by attending to negative comments and developing a plan to resolve immediately, managing posts, keeping records of members not following procedures, and passing core issues to the relevant teams
  • Maintain a high level of proficiency with product offerings to help members with their issues by connecting them with the appropriate team
  • Maintain documentation of all incoming activities to analyze client responses and execute plans to create desirable responses or changes
  • Identifying low-level tasks that can be outsourced. Manage the training and handover of these to the CS Outsourced Doers
  • Collaborate process problems and challenges to sales, marketing, and product departments as appropriate
  • Maintain brand relationships with sales, marketing, and product teams as well as clients effectively
  • Establish InMail responses and Facebook group practices the team can utilize to assure customers receive quality service
  • Responsible for customer satisfaction ratings, inbox metrics, Facebook group satisfaction ratings, and achievement of KPI’s
  • Maintaining positive emotional momentum within the team with activities such as sharing testimonials and successes

Ideal Candidate Requirements

  • 5-10 years of experience managing and building a small team in a relatable industry such as digital product management
  • Experience administratively managing Facebook groups
  • Resilient and robust character, an inclusive communication style, and the emotional intelligence to form high functioning relationships
  • Excellent written and verbal communication
  • Experience in conflict resolution
  • Strategic and creative management style
  • Warrior personality while still exhibiting grace and kindness
  • Experience managing a large volume of InMail’s daily utilizing InMail tools
  • Personally initiated continued professional development



Posted On: Thursday, May 28, 2020



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