A successful Client Coach at our company embodies:

• Exceptional ability to Influence Behavior: Understanding and shifting client beliefs, motivating them to take decisive action, and guiding them to see the true value in our offerings, leading to more profound commitment and results.
• Sales prowess: Demonstrated ability to close deals and drive financial growth for GL
• Communication skills: Effective cross-departmental interactions as well as clear, constructive dialogues with clients.
• Organizational aptitude: Systematically managing tasks, projects and responsibilities.
• Collaborative spirit: Working in unison with others to uphold and drive best practices.
• Opportunistic vision: Recognizing and seizing opportunities for client expansion as well as product improvements

RESPONSIBILITIES:

• Client Onboarding & Fulfillment
• • Create a World Class first impression of Gym Launch Services through preparation and delivery of our Onboarding Process
  • Oversee the client experience of your client goes smoothly, work cross department to remove bottlenecks and reduce poor experiences.
  • Understand the GymDash software, and drive adoption.
  • Create reasonable Quarterly goals for clients, build an action plan to achieve.
  • Coach to the above action plan on each and every call with clients.
  • Collaborate with the Prestige Labs team to ensure eligible Inner Circle members adopt and continually sell PL products. Conduct daily coaching calls, bi-weekly calls, Onboarding calls, or "Boiler Room" calls.
  • Prevent client exits with action plans that are in the best interest of the client.
  • Provide a moderate level of technical support, equal to the training that lives in our client facing portal.
  • Work closely with the Agency, Sales, and Support teams to deliver an exceptional client experience.
  • Work to drive high attendance rates for virtual and in person events according to the action plan provided to you by leadership and excitement in the months/weeks prior to execution in collaboration with the Marketing and Support teams.

• Reporting & Feedback:
• • Report key metrics to Leadership on a weekly basis when applicable
  • Collaborate with Marketing, Sales, and Product teams to continually improve customer experience.
  • Identify product gaps that impact customer success and convey both findings and solutions during weekly 1-1s, end of week reports, and company surveys.
  • Maintain and manage the Inner Circle sales pipeline (renewals, ascensions) in the CRM.

REQUIREMENTS:

• Experience within the gym Industry both in Sales and Training positions
• 2 years management experience
• Ability to handle challenging customer situations and de-escalate conflicts.
• Able to self-direct and properly manage one’s time
• Experience in building and maintaining strong relationships with customers
• Efficient with all integrated platforms within the company
• Excellent communication skills, both with clients and cross-departmentally

• Able to make autonomous decisions of how to handle customers based on company morals/values and set guidelines
• Able to handle difficult conversations regarding upset customers and de-escalate those situations
• Availability: M-F 8AM-5PM EST; flexibility for additional hours as needed including but not limited to weekends and holidays.
• Generally reachable and responsive to Slack during working hours

RESULTS:

• Meet or beat budgeted Retention targets by product
• 70% of clients acquire a new member within 21 Days of joining our program
• >50% of roster submitting GymDash stats each week
• > 50% of eligible Inner Circle roster are Active Prestige Labs Affiliates on a monthly basis
• >70% of roster makes ≥ $25K of new revenue within the first 90 days of program
• Maintain 90% show rate to client coaching calls
• Retain 70% or more of all IC Clients that reach the end of their first year
• All prospects are properly moved in CRM and information is documented on client details so all teams have a full picture of client journey.
• Customer issues revolving around product/service are documented and resolved.
• Able to increase customer retention and activation through improved onboarding experience, ongoing education, and customer advocacy.

Originally posted on Himalayas