Client Success Manager (Client Service and Operations)

A woman-owned, small U.S.-based business, the mission of YES Career Coaching & Resume Writing Services is to help job seekers, business owners, and employees determine what kind of work will light them up and to give them the strategies, marketing tools, inner game, and accountability they need to build a career or business they will love. Our exceptional team is the reason YES is one of the nation’s top-rated career success companies.

The client success manager (CSM) reports to the operations team manager, who reports to the founder and president. Both the client success manager and operations team manager are offshore talent who work together to take care of the clients and build the company’s success. Success in the position looks like having clients consistently report how helpful you’ve been to them and get new jobs, as well as your helping the company grow and be more profitable by contributing innovation ideas.

The CSM will be responsible for the following:

1. Onboarding new clients.
2. Assigning writers and editors to clients based on staff workload/availability, ranking, and knowledge.
3. Handling client and prospective client questions, concerns, and complaints received by phone and email to ensure absolute client satisfaction and success. Based on training, proposing how to and/or proceeding to make the clients happy with their well-thought-out solutions. 
4. Using our proprietary system to maintain accurate notes about client conversations (phone, text, and email), appointments held, and upcoming actions assigned to various teaUpgrade to see actual infombers, ensuring that all active clients have a future action.
5. When clients provide a sample job description to be considered for their resume, reviewing and verifying the job description and determining if it is a good fit for client.
6. Validating and paying the bills of contractors. 
7. Entering invoices, payments received, refunds, and payments made into QuickBooks Online. 
8. Ensuring that drafts went out to clients on time and to editors on time; ensuring that interviews were completed on time.
9. Obtaining client results and noting their comments to make reviews for them to post.
10. Once client workbooks and chit sheets for Interview Aikido are completed, providing the workbooks and other prep materials to the interview coach and getting the clients booked.
11. Adding tags to update our automated email system as to where the client is in their process.
12. Backing up the YES server.
13. Other responsibilities as assigned.

Qualifications

• Excellent oral and written English communication for client understanding
• Strong time management skills and adaptability
• Ability to work in a fast-paced environment with high precision on tasks
• Strong computer skills (We use Google Docs/Word, Google Sheets, Acuity Scheduling, Dropbox Sign, Google Drive, our own proprietary software, Microsoft Forms, Ximble, and QuickBooks Online.)
• Excellent customer service skills and judgment about how to manage client success, drawing on training and templates, as well as orally communicated information and reasoning skills
• Available during the day U.S. Eastern time
• Facilities and ability to manage oneself working remotely
• A naturally proactive individual who has a drive to help people and works hard as a member of a team

• Polished, professional appearance

Why YES
• You will be part of a small, family-run business that is, in the words of a recent employee, “very rewarding” to work in.
• You will have a role of key importance and receive daily training and mentoring.
• You will make a difference in people’s lives every day and feel amazing when you help us earn a five-star review from a grateful client who got a job with your help.