Powerful Women Make Power Moves is a movement of women determined to win in their careers and their lives by taking deliberate action and unapologetically pursuing purpose.

JOB POSTING

Position: Client Success Manager for PWMPMoves® (Power Women Make Power Moves)

Reports to: Chief Operations Officer 

Job Type: Independent contractor with anticipated full-time employment after 90 days

Location: 100% Remote/Virtual

Posting Date: January 19, 2021   Applications accepted until the position is filled

Pay Type: Hourly rate ($15.50 - $19.50)

 

Here at PWMPMoves®, we help our clients create rich and fulfilling lives through purpose aligned career advancement. We believe that Black women are highly gifted, and with the right strategies & support, they can break through any glass ceiling.

We are looking for a full-time Client Success Manager to join us inside our signature coaching experience: ‘Fulfilled‘- an incredible 12-month career & life coaching program. This Program Manager will deliver the Fulfilled program’s success, be client-facing, and manage the coaching team.  If you’re passionate, positive, can see the big picture by knowing the details, and have the drive to provide feedback and strategy leading clients to success, then this position is for you! 

Overview of the Position

Our Client Success Manager is the ultimate cheerleader and advisor for our clients at PWMPMoves®. The work involves world-class client engagement, strategic coaching (1:1 and group program), and program update/management. You’ll have a strong pulse on each of our clients’ journeys from the moment they join and as they continue to flourish. 

We are extremely passionate about our clients success and would like you to feel the same. We are also very passionate about every member of our team. Our goal is to create an environment where you can succeed and grow. One where you feel valued, heard, and seen. 

 

Your day-to-day focus:

■ Client Focus: 

  • Embrace and own the entire Client Experience for new, existing program and top tier clients
  • Implement a world-class onboarding process to provide a smooth, supportive, and high-touch experience for all new clients 
  • Manage and support existing clients by answering email questions, resolving issues, removing barriers to program success, building trusting relationships, and delighting them
  • Manage client resume process from intake, tracking, and delivery 
  • Provide a high-touch coaching experience for clients in our top tier programs by becoming an expert in our strategies, attending all weekly live coaching calls, tracking progress, providing strategic feedback, and checking in with them
  • Maintain the “Program: Clients” dashboard /CRM, keeping all client data updated and organized, reporting monthly, quarterly, annually on key metrics
  • The secret code is 99!

■ Program Focus:

  • Manage changes and updates to the existing ‘Fulfilled’ program itself, adding new content and modules to the Program
  • Monitor and update all program SOPs, coaching strategies, and best practices
  • Support the sales process (when needed) by reviewing applications, preparing acceptance letters, and answering questions from leads in the pipeline
  • Improve client retention by checking client experience and satisfaction, tracking when clients are eligible to move into a new program, and developing strategies for client retention
  • Improve efficiency and remove barriers for the Client Success Coach role with systems, automation, new processes, centralized communication, and better workflows
  • Collaborating with and liaising with our Operation Manager on joint projects and events that involve the Coaching Team 
  • Manage the delegation, tasks, deadlines, and projects that the coaching team is responsible for including, content updates, systems updates, client communication, miscellaneous projects

■ Coaching Team Focus: 

  • Oversee, direct and manage members of the coaching team to ensure they have training and tools to deliver success for our clients 
  • Create, update and utilize Coaching Response Library (CRL) to ensure consistent, timely, and supportive responses to all client questions
  • Co-host all Group Coaching calls, creating the “Call” documents and timestamping, then uploading the replay for clients into our Facebook Group
  • Host Coaching Feedback Calls for the coaching team and one-one-one to support training and development of team

Ultimately, we will train you thoroughly on the details of our programs and strategies - but you are fully equipped with a positive attitude and a true passion for supporting people to achieve their online course goals!

KEY REQUIREMENTS

    • Skills: 
      • Self-directed and independent self-starter who executes tasks on time and with a high level of attention to detail!  
      • Have high emotional intelligence and be able to listen to, support, and encourage others. (1:1 and in a group setting!) 
      • Be able to have difficult conversations with clients who need extra support
      • Administrative: Quick learner and familiarity with platforms such as Zoom, Google Docs, and Airtable 
      • Program Management: Demonstrated skills managing and measuring program success
      • Communication: Articulate and confident communicator, open to feedback, and willing to be coachable 
      • Talent Management: Train, coach, direct and manage others, creating and contributing to a culture of ongoing development
    • Abilities: 
      • Be exceptionally confident and supportive on 1:1 Zoom calls, and group coaching calls
      • Be highly organized, detail-oriented, with a love of developing new systems and processes
      • Be excellent at facilitating ongoing conversations with multiple people at once
      • Take direction well and thrive as a leader of a high-performing team
    • Attributes and Availability: 
      • Be loyal, hardworking, and comfortable in a fast-paced small-business environment where priorities can change quickly
      • Be available to attend daily, weekly, and monthly Team meeting
      • Available to support clients and team Monday through Friday from 9 AM to 5 PM Eastern. (You don’t necessarily need to be in Eastern Time Zone, but a willingness to operate predominantly in these hours is key!)
      • Human Resources experience a plus

 

APPLICATION INSTRUCTIONS:

Thank you for your interest in the Client Success Manager role with Power Women Make Power Moves® and Isimemen Coaching, LLC.  

We will likely get 100+ resumes for this role, and we just don't have time to interview many candidates, so make this stand out if you want a job that will change the entire trajectory of your life.

  • Fill out our AirTable Application Form (click here to access it) and attach your resume
  • Include a link to a video (2 minutes or less) on why you are uniquely skilled for success in this role.  The video is optional but highly recommended.

Before applying, read in detail about our transformational program, Fulfilled, here: www.becomefulfilled.com. This is a very important part of the process.