Client Program Manager

We at Intelle Coaching Solutions, LLC are looking to hire our next Client Prorgram Manager. This team member will be a critical player in helping to achieve our mission of catapulting women leaders to the top of their corporate careers. The primary focus of this role is to ensure all our clients enjoy a delightful experience in working with us.

1) Results: Bringing a return on our client's investments by adding value and meeting/surpassing the clients’ performance goals (financial & and non-financial) as measured by their retention, renewal, and NPS scores

2) Satisfaction: Delivering an outstanding client experience by fostering a strong client relationship and delivering a professional, seamless service delivery, as measured by their C-Sat scores and referrals.

3) Create an environment of support and excellence in the program by fostering enhanced and continuous learning, up-leveling your skills, and supporting the advancement of the coaching program as a whole.

We want to deliver results and an exceptional experience to our clients in the program that in turn drives retention, renewals, referrals, and results for our clients. You will be responsible for maintaining an impeccable reputation of excellence in the industry, aligned with our exclusive market positioning. 

Responsibilities

  • Manage and represent the interests of all the clients and strategists that comprise the Catapult Programs, which includes any future programs that may develop.

  • Design, develop and maintain an updated curriculum inside the membership portal

  • Organize annual/quarterly/monthly strategic content topics and deliverables for career advisory and weekly program training sessions in collaboration with the CEO and team. Including scheduling master coach trainers, resources, and coworking material. Client communication and reminders. Host and moderate weekly training sessions. 

  • Plan and organize quarterly strategic planning sessions including schedule, content plan, and speakers, resources, and marketing assets 

  • Coordinate and lead client group sessions with the support of the team. Execute client communication including calendars, add event links, call recaps, and replays

  • Complete quality assurance audits with clients, ensuring the proper and timely documentation of feedback and action plans for identified escalations 

  • Engage in, and support the resolution of client escalations in the program, with a goal of timely resolution for clients and the company.

  • Troubleshoot client escalations and offer solutions as it relates to program satisfaction and client experience

  • Oversee and optimize the evolution of the program, including but not limited to the integration of the use of software to enhance user experience 

  • Create and catalog SOPs for the program operations for all aspects of service delivery

  • Plan and implement campaigns for program objectives including referral generation, event ticket sales, and renewal incentives

  • Create and manage the delivery of content plans, coordinate speakers, attain and oversee distribution of assets for Program events 

  • Identify, plan, and implement opportunities to achieve organizational objectives including but not limited to revenue goals within the division, such as VIP days, Workshops, Mini events, etc.

  • Participate in regular client portfolio reviews and identify opportunities for elevation in servicing including upsells and cross-sells meeting company and organizational targets and objectives

  • Communicate trends in client feedback, quality concerns, escalations, and program experience to the executive leadership team to collaborate on solutions and action plans for resolutions 

  • Participate in strategic planning with the leadership team and provide feedback and insight on plan for integration into program development and client experience 

  • Participate in ongoing training and development as a leader and coach

  • Maintain and provide accurate and timely data and reporting that best represents the program including but not limited to client count by cohort, client count by coach, client renewals, attrition, etc.

  • Maintain social media presence and personal brand in alignment with program and enterprise and participate in networking events to build PR and visibility in the marketplace

  • Directly supervise existing operations team members to ensure 100% accuracy on all work products in accordance with SOP.

Minimum Requirements

At least 7 years in a Corporate function - HR, IT, Finance, Operations, Sales, Project / Product Management, etc.

Experience in rapid growth Startup + High Ticket sales is a plus.

Profile

  • Must thrive in a numbers-driven, fast paced environment. We discuss our numbers daily and you are expected to know your goals, current status and your plan to close any gaps.

  • Must “own your desk”. For us, this means total accountability. If you are assigned a topic, you are responsible for managing the process, end to end. This requires both “thinking” and “doing”. 

  • Must be internally motivated as well as committed to our vision. You have clear financial goals and you are committed to accomplishing them while helping our clients be successful.

  • Must be able to maintain a professional, camera-ready presence at all times.

  • Must be an excellent listener, able to hear between the lines of what a client isn’t saying.

  • Must be a sound communicator - clear, succinct and polished.

  • Highly confident and strong executive presence when presenting to C-Suite, large audience, etc

  • Must be able to thrive in a startup environment - We are building the plane as we fly it!

  • Must be tech savvy - Go High Level is our CRM. We use Outlook, Gsuite, Lastpass, Linkedin, FB, IG, Zoom, Apple, Spotify, etc

Time Committment : Full Time

Status : 1099

Location : Anywhere in the United States. This role is fully remote.

Interested in Joining us?

Submit the following below.

Resume

Linkedin URL

Short unedited video on why you are interested in the role. No more than 5 mins in length.