Coach Account Performance

1 week ago

Tanauan, Calabarzon, Philippines beBeeSuccess Full time $50,000 - $100,000

Client Success Coach

The role of a Client Success Coach involves guiding a team of top-tier assistants who handle client accounts. This position plays a crucial part in mentoring team members through their tasks, conducting regular check-ins and coaching sessions, and monitoring performance against company standards.

The Client Success Coach strategizes appropriate actions to improve assessed areas of opportunity and serves as the primary point of contact for all quality and performance-related concerns, reporting directly to a Senior Operations Manager in the Key Accounts Team.

Responsibilities:
  • Team Development & Coaching
    • Build strong relationships with team members through weekly 1:1s and coaching sessions
    • Provide guidance and support to assistants as they work on their tasks
    • Take actions to decrease attendance issues and assistant idle time
  • Client & Assistant Management
    • Facilitate and oversee client-assistant onboarding
    • Recognize and facilitate additional client needs
    • Communicate with clients regarding assistant performance and quality concerns
    • Offer assistant replacement when needed
  • Performance Management
    • Monitor daily assistant performance and stats in coordination with other departments
    • Review output to ensure it meets client standards
    • Maintain, document, and track KPIs and metrics
    • Strategize to hit goals and improve areas of opportunity
  • Cross-Functional Collaboration
    • Coordinate with other departments for assistant or client-related concerns
    • Send feedback to Matching for assistant rematching
    • Attend weekly meetings and report to direct manager regarding team status
    • Assist in troubleshooting technical issues, payment problems, and software concerns
Requirements:
  • Minimum 6 months of supervisory experience, preferably in a remote work environment
  • At least 1 year of experience in account management, client services, or operations
  • Proficiency in learning new software platforms and implementing effective performance management strategies
  • Ability to manage multiple projects, establish priorities, and thrive in a fast-paced environment
Benefits:
  • Employment type: Full-Time Freelancer
  • Work-from-home setup: Fully remote position with flexibility to work from your preferred location
  • Working hours: Full Time, 40 hours/week (1 hour break/shift)
  • Compensation: $5 per hour

Seniority level: Mid-Senior level, Job function: Marketing, Public Relations, and Writing/Editing, Industries: Software Development

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