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.

Qualifications:

• Proven experience in customer success, client management, executive career coaching, or a similar role specifically advising or consulting for director or C-level executives or high-net-worth individuals. 
• You have a 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.
• 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.

Key Performance Objectives

Client Onboarding and Engagement

• Seamlessly onboard 100% of new clients into the Executive Talent Network within 48 hours, ensuring all documentation is complete and expectations are clearly communicated.
• Maintain consistent engagement with all 80+ assigned clients by scheduling and conducting 10-minute weekly or bi-weekly check-ins, achieving a 95% adherence rate to call schedules.

Resource Provision and Guidance

• Ensure 100% of clients receive all required resources and deliverables (e.g., assessments, tools) within agreed timelines, enhancing readiness for their career transitions.
• Proactively coordinate with career coaches to provide tailored support, ensuring all clients are fully prepared for key stages, such as offer negotiations and advanced interviews.

Relationship Management

• Build and sustain strong relationships with each client, acting as their dedicated advisor throughout the 12-month program.
• Resolve 95% of client queries or concerns within 24 hours to maintain trust and satisfaction, reflected in a minimum satisfaction score of 90%.
• Provide ongoing updates about placement efforts during weekly/bi-weekly calls and address opportunities for improvement.

Offboarding Success

• Oversee the offboarding process for successfully placed clients, ensuring 100% receive their gifts, resources, and their testimonials are scheduled within 14 days of placement.
• Collect at least 90% of requested testimonials from placed clients, contributing to the program’s success stories.

Collaboration and Communication

• Collaborate effectively with sales and marketing teams to ensure smooth client transitions from acquisition to service delivery, resolving any onboarding or engagement issues within one week.
• Partner with career coaches and internal teams to support the achievement of an 80% placement success rate for all program participants within 12 months.
• Share at least two client success stories quarterly during team meetings to inspire service improvements.

Data Management and Reporting

• Maintain 100% accuracy in tracking client records, call schedules, and offboarding status in the CRM system, minimizing errors and maximizing operational efficiency.
• Prepare weekly reports summarizing client engagement metrics, including call adherence rates, client satisfaction, and placement progress, providing actionable insights for continuous improvement.
• Identify and implement one new strategy quarterly to streamline processes for managing 80+ clients simultaneously.

Performance Metrics Achievement

• Conduct 10-minute weekly/bi-weekly check-ins with all clients, maintaining an average of 80+ calls per week and ensuring consistent progress updates.
• Achieve and maintain a client satisfaction score of 90% or higher based on survey feedback.
• Ensure 100% of successfully placed clients are offboarded with complimentary gifts and tools, and at least one referral is received.

What We Offer:

• The chance to make a meaningful impact on the careers and lives of high-performing executives.
• Competitive Gross salary plus performance-based bonuses.
• Opportunities for professional development and career growth.
• A high-performance, high-reward environment
• Collaborative and supportive team members
• Free monthly gym membership