Job details
Salary $71,000 - $94,000 a year
Full job description
Job summary
The senior client success coach supports the client service team’s efforts to increase advisor adoption of the platformThey provide advisors with a fully customized, consultative onboarding approach to ensure advisors receive the information and training to effectively implement the product into their current workflowThe senior client success coach works with planning, marketing, and data support teams to provide a one stop resource for an advisor new to the platformThey perform day-to-day tasks independently and provides leadership and coaching to associate client success coaches and client success coaches.
Job responsibilities
Makes proactive calls to successfully on-board new clients
Work with each advisor to sculpt a fully custom onboarding schedule based on crm data and an initial welcome call with the advisor
Execute on the agreed-upon onboarding training, monitoring progress and advisor satisfaction throughout and adjusting the training schedule and topics as needed
Provides best practices webcasts and coaching calls to advisors
Provides personalized coaching on marketing and general business strategies as they relate to emoney applications
Acts as a liaison between internal business units to provide clients appropriate business solutions and strategies
Provides all follow-up communication to assigned clients
May provide training venue support for training specialists
May provide event venue support for tradeshows and business partner events
Comprehend and communicate technical, industry, and product-specific concepts
Maintains command of new enhancements to the system and key features of new partners launched on the emoney platform
Delivers coaching to key advisors and home office contacts during the sales and implementation phases of enterprise deals
Provide mentorship and coaching to client success coach and associate client success coaches
Provides coaching and training to newly promoted success coaches via direct instruction and shadowing
Provide feedback to our internal partners to improve processes and ensure client satisfaction
Make process improvement suggestions and work on pilots to increase effectiveness of success coaching program
May support live training by traveling to assist with office visits and training sessions (0-15% annually)
Requirements
Bachelor’s degree or equivalent work experience preferred
Proven success within customer service oriented role
Minimum 4 years of experience with consultant type work or training role
Advanced level of understanding regarding financial concepts
Previous experience working with financial technology required
Skills
Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
Ability to work independently and as part of a geographically dispersed team
Must be self-motivated and know when to escalate or seek guidance
Ability to manage multiple projects and tasks simultaneously
Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
Working knowledge of ms office suite
Strong interpersonal and verbal/written communication skills
Strong organization skills and time management skills
Customer focus and adaptability to different personality types
Ability to present complex information to a variety of audiences
The salary range for this position is $71,000 - $94,000; commensurate salary to be determined based on skills, professional background and expertiseThis position is also eligible, pursuant to applicable emoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.
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Job activity
Posted 30+ days ago
