Customer Success Coordinator | For Pooling
Description
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Overview of the Role
This role requires a proactive and highly organised individual who is passionate about member success and is adept at using technology to enhance engagement and operational efficiency.
Main duties include:
- Effective Member Onboarding:
- Successfully conduct Enquiry (triage) calls with new leads, to determine if they’re a good fit for The Growth Alliance. Book in Strategy Call with a coach or refer elsewhere if unsuitable.
- Successfully conduct Enrolment calls with new members after sales are finalised, ensuring a warm welcome and understanding of the next steps.
- Set up and manage all necessary logins and access for new members, coordinating closely with technical teams for training and process improvement.
- Engagement and Activity Monitoring:
- Co-ordinate bookings of members into sessions and events, ensuring members are engaging with the program
- Maintain an engagement matrix/tracker to monitor members' involvement in events, interactions in Facebook groups, and usage of the member portal, utilising tools.
- Monitor and assess engagement scores and highlight members who require additional support or intervention. Implement AI tools to assist as soon as they’re available.
- Member Support and Intervention:
- Ensure members update their monthly progress in their performance dashboards.
- Identify members falling behind targets or showing signs of reduced engagement and initiate contact to offer support, and if necessary, schedule a Get Unstuck call with a coach.
- Refer members to the right content to suit their needs and enquiry
- Liaise with Coaching and Consulting internal marketing team to design communications and deploy where appropriate.
- Ascension Tracking:
- Monitor member growth and identify individuals ready for progression to higher tiers of membership, mainly targeting potential invitees for the Captains Forum.
- Event Management Support:
- Assist in the planning and coordinating of events, ensuring venues are booked and logistics are handled well in advance (at least 12 months ahead wherever possible).
- Feedback Collection and Enhancement:
- Systematically collect and report on member feedback.
- Actively develop solutions to improve the feedback score based on member suggestions.
Key Competencies:
- Strong Communication Skills: Ability to communicate with members and team members, ensuring understanding and efficient collaboration.
- Attention to Detail: Meticulously manage multiple tasks and monitor numerous data points without compromising quality. Our Member Success Co-ordinator will need to maintain deep knowledge of the resources that are available in TGA at all times.
- Problem-Solving Skills: Quickly identify issues and develop effective solutions to enhance member satisfaction and engagement.
- Organisational Skills: Efficiently manage time and resources to meet deadlines and prioritise tasks effectively.
- Technological Proficiency: Comfortable using and learning new technologies that facilitate member engagement and tracking. Understanding of Microsoft Excel, data-mapping and Power BI desirable, however not required.
Successful applicants should:
- Bachelor's/College Degree, any field
- At least 3-5 years of relevant experience in Client Relations
- Stakeholder Management - experience dealing with various stakeholders in a global perspective
- Basic knowledge and skills in using and navigating CRM platforms (e.g Salesforce)
Non-negotiable requirements:
- Internet Connection of at least 15 Mbps
- Residence within Cebu and Cagayan de Oro City
Benefits you and your family can enjoy:
- Salary increments on the 6th and 12th months, with annual performance appraisals
- 500K per incident HMO coverage + Dental & Optical benefits
- Career growth opportunities
- 2-week paid Christmas vacation
- 25K Educational Assistance
- Referral bonuses
- Training and equipment will be provided
- Fixed Schedule of Mon-Fri from 7 AM to 4 PM