Vitalis Outsourcing
Client Success & Program Manager Leads: The coaching team, including coaches, workshop instructors, and support staff across AI Workshops, Pathfinder Group Coaching, and 1-on-1 Mentorship. The Role in a Nutshell You will lead the team responsible for delivering ABT Coaching, ensuring high-quality service delivery, client satisfaction, retention, and contributing to growth. This is a leadership position focused on empowering the team and driving operational excellence. Key Responsibilities 1. Lead and Develop the Coaching Team Set clear performance standards and foster a culture of continuous improvement. Ensure team members understand their responsibilities and are aligned with weekly goals. Facilitate a weekly team rhythm to review progress, identify risks, and make decisions. Conduct regular 1-on-1s with coaches to discuss client progress, challenges, and professional development. Provide direct, constructive feedback and conduct session observations to enhance coaching quality. Support the professional growth of each coach, aiming for measurable improvement over time. Proactively identify and remove obstacles hindering team performance. 2. Ensure Timely and High-Quality Service Delivery Oversee the scheduling and delivery of all client commitments, including workshops, group calls, and private sessions. Ensure all sessions have confirmed owners and backups to prevent disruptions. Proactively identify potential delays or issues and develop mitigation plans. Establish and enforce quality standards for all client interactions and deliverables. Manage and track deadlines across the coaching operation to ensure timely completion. 3. Own the Client Relationship and Experience Ensure a welcoming and effective onboarding experience for all new clients. Develop and implement client nurture rhythms, including session recaps and proactive outreach. Maintain a clear understanding of client engagement levels and identify those at risk of disengagement. Engage directly with key client relationships or those requiring immediate attention. Ensure clients have clear next steps and perceive consistent progress. 4. Analyze and Address Client Churn Conduct direct conversations with departing clients to understand reasons for leaving. Identify patterns and root causes of churn, such as program fit, coach performance, or onboarding issues. Present findings and actionable recommendations to leadership. Develop and implement strategies to proactively identify and retain at-risk clients. Track the impact of implemented solutions on churn rates. 5. Drive Client Growth and Retention Oversee and optimize the client journey and upgrade paths across different service tiers. Ensure prompt and personalized responses to all new leads and inquiries. Systematically generate referrals, testimonials, and case studies from satisfied clients. Propose and implement strategies to expand program reach and impact. Collaborate with leadership and marketing to ensure alignment between service promises and delivery. 6. Manage and Report on Key Performance Metrics Track and report on metrics for AI Workshops, including attendance, engagement, and topic effectiveness. Monitor Pathfinder program engagement, growth, and churn drivers. Oversee 1-on-1 session delivery, client progress, and coach performance. Report on overall revenue, new client acquisition, churn rates, and upgrade trends. Each report must include analysis and actionable recommendations. First 90 Days Objectives Develop familiarity with every coach, program, and active client. Establish consistent weekly team rhythms and 1-on-1 meetings. Create a unified system for tracking all commitments and ownership. Conduct interviews with at least 10 departing clients and report findings. Implement a client nurture rhythm across all service tiers. Establish and deliver a monthly reporting package. Present a growth plan for the upcoming two quarters. Qualifications Proven experience in a leadership role, preferably within coaching, education, membership, or client services operations. 3-5+ years of relevant experience. Strong interpersonal skills, with the ability to build trust with clients and inspire teammates. Demonstrated ability to manage complex operations and drive team performance. Pay: Up to Php75,000.00 per month Benefits Work from home Work Location: Remote
Vitalis Outsourcing
