Customer Success Manager at Angled North Limited

Job Description:

• Role Overview: The Customer Success Manager (CSM) will be a key player in ensuring our high-performing executive clients achieve their career goals. The CSM will manage the client experience throughout their journey, providing support and ensuring a seamless process through various activities within our Executive Talent Network program.

Key Responsibilities:

Client Onboarding and Engagement:

• Ensure clients are seamlessly onboarded into the program with proper documentation.
• Maintain regular communication with clients, providing updates and ensuring they feel supported throughout their journey.

Resource Provision and Guidance:

• Ensure clients receive all necessary resources, including assigned assessments as well as completed deliverables.
• Coordinate with career coaches for specialized assistance, such as offer negotiation or advanced interview preparation.

Relationship Management:

• Build and maintain strong, long-term relationships with clients, ensuring their satisfaction and success.
• Act as the primary point of contact, addressing clients' questions, concerns, and feedback promptly and effectively.
• Schedule and conduct weekly or bi-weekly calls to brief clients on the progress of placement efforts and inform them of potential opportunities.

Collaboration and Communication:

• Work closely with the sales and marketing teams to ensure a seamless client experience from acquisition to service delivery.
• Collaborate with career coaches and other team members to provide comprehensive support to clients.
• Participate in team meetings, collect and share client success stories, and contribute to the continuous improvement of our services.

Data and Reporting:

• Set up our CRM and any other relevant tools to manage all client processes.
• Track and analyze client progress and outcomes using our CRM and other tools.
• Prepare regular reports on client success metrics and provide insights to the management team.
• Identify trends and opportunities for enhancing our client success strategies and processes.

Performance-Based Objectives:

• Client Satisfaction: Achieve and maintain a client satisfaction score of 90% or higher based on feedback and surveys.
• Placement Success Rate: Contribute to maintaining or improving our 80% placement success rate within 12 months.
• Communication Efficiency: Ensure all client queries are responded to within 24 hours and weekly/bi-weekly calls are conducted as scheduled.
• Resource Delivery: Ensure 100% of clients receive all necessary resources and deliverables on time.
• Data Accuracy: Maintain accurate and up-to-date client records in the CRM, with zero errors in data entry and reporting.

Qualifications:

• Bachelor’s degree in Business, Marketing, Human Resources, or a related field.
• Proven experience in customer success, client management, executive career coaching, or a similar role specifically advising or consulting for high-level executives or high-net-worth individuals.
• Strong understanding/passion of the job placement, recruitment processes, and/or career transition strategies. Experience with interview coaching is a plus, but we are willing to train on this, if you don’t have the experience already.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to manage multiple clients and tasks simultaneously with a high level of organization and attention to detail.
• Proficiency in using CRM software and other relevant tools.
• A genuine passion for helping individuals succeed is non-negotiable. Previous experience helping clients achieve their career goals and a commitment to delivering exceptional client service is a bonus.

What We Offer:

• Competitive salary and performance-based bonuses
• Opportunities for professional development and career growth.
• A supportive and collaborative team environment.
• The chance to make a meaningful impact on the careers and lives of high-performing executives.