Job Summary
33Vincent is looking for a motivated self-starter to fill the role of Client Success Manager. The Client Success Manager (CSM) will work closely with the Director of Client Success (DCS) and the full Client Success Team to help create and facilitate the management processes for new service lines within 33Vincent. Ongoing priorities include working with the DCS to craft a process by which clients are supported within these new services, assisting clients throughout their journey with 33Vincent, generating the client Dossier, which gives Executive Assistants (EAs) critical information for their client support, understanding which materials EAs need to be successful in their client work, and continuously looking for ways to improve the client experience with 33Vincent.
The ideal candidate will have exceptional communication skills and extensive understanding of what an EA needs to be successful in supporting high-level executives. This team member will be able to quickly and effectively digest large amounts of information (client and/or EA feedback, etc) and adjust turnaround times on pace with client needs. This person will turn ideas and meeting takeaways into Standard Operating Procedures (SOP) and processes that other departments can use to provide a seamless client experience.
The ideal candidate will demonstrate strong attention to detail and respect for deadlines, have daily availability as the main client contact and internal resource for client information, show a strong understanding of the overall goals of the Client Success (CS) team, and exhibit a high regard for confidentiality relating to client-sensitive data, EA performance, and financial information. In addition, the candidate should demonstrate the ability to be self-directed and accountable for follow-through on all assigned tasks.
In its current scope, this role is expected to take 30-40 hours/week and is 100% remote.
RESPONSIBILITIES:
New Service Process Setup & Implementation
Work with DCS to identify and define how new service lines can be seamlessly integrated into current Client Success systems and processes. Serve as Project Manager to help identify which deliverables need to be updated, by when, and who will take lead
Owns client experience within the new 33Vincent service lines, which are: Temporary EA support, Subscription to Hire (short term Subscription Support with a planned Direct Placement), and new la carte product launches, with additional services added in the latter half of 2022 (EA Development Studio)
Serve as subject matter expert to the other CSMs to support clients shifting from one service line to another
Oversees the system integrations for theses new Service Lines, including but not limited to data and reporting, HubSpot reporting and tracking, processes and checklists, Notion page creation, and the like
Client Management and Success
This role will act as the main client liaison and face of 33V for a small subset of existing Subscription Support clients as well as new service line clients. This includes conducting the client's deep dive call, onboarding the client, and prepping the EA match as well as acting as the primary client contact throughout their partnership with 33Vincent
In collaboration with the broader CS team, partner in the compilation of client preferences, data, and information to maximize EA preparedness in advance of client match
During EA matching and recruitment process, serve as a client representative for a subset of client relationships to ensure the proper EA match is selected
Conducts and completes client onboarding in a timely manner, considering current client pipeline (including, but not limited to, deep dive call, Dossier creation, other EA facing materials to support kick-off prep)
Alongside the CSSM and CS Team, become resident expert in all things HubSpot and Base, utilizing both tools as the main hub for data capture and housing client information
Successfully carry out client-match related tasks as they pertain to the EA including but not limited to: Dossier creation, Notion and, Base set up, etc.
Identify areas of potential growth within existing client accounts and coordinate with the Matching, - Recruitment and People Teams to help facilitate that growth
Team Support and Department Processes
Update internal tools and record keeping and systems (HubSpot and Google Sheets) when EA and Client relationships begin, change or transition
Manage related tasks in the Client Success CRM tool (HubSpot) to ensure all EA-handoff items are identified properly, moving along their proper paths, and all associated tasks are present and assigned
Own monthly data updates for your subset of clients, working with CSC, DCS and CSSM to ensure all necessary data is ready to update the department dashboard monthly
Own and contribute to projects to improve our client onboarding, client communications, and client growth as a department
Additional duties as assigned
ROLE COMMITMENTS:
Given the scope of the role, a minimum of 75% (equivalent to 25-30 hours) of this role should be done during business hours.
WHAT WE LOOK FOR:
This is a remote, W2 employee position; candidates must have access to their own computer and reliable internet.
We require the following in our Client Success Manager:
Prior experience in process/project management, client relations, account management
Prior experience creating systems for new services, implementing new product lines into an existing business
Proficiency with core tools like HubSpot, Notion and Google Sheets a plus
Prior experience and proven track record as an EA, a plus
Excellent verbal and written communication
Strong decision-making skills
Extraordinary attention to detail
Exemplary planning and time management skills
Outstanding follow-up and customer service
Strong ability to manage multiple priorities and work independently with minimal supervision
Proven ability to provide honest and timely feedback
Commitment to continuous improvement, individually and as an organization
Commitment to maintaining the confidentiality of candidate information
Ability to build strong relationships
COMPENSATION:
By joining our team, you join a group of highly efficient chaos coordinators committed to developing themselves as professionals. This is a W2 position. We value the longevity of our employees and offer a comprehensive and competitive benefits plan that includes PTO, retirement matching, an annual technology budget, flexible work schedule, and more. The salary range for this position is $50,000-$60,000 (1.0 FTE). Final salary will be adjusted based on approved total working hours (for example, if the hired candidate fills the position at 30 hours/week, the final salary will be calculated at 75% or $37,500-$45,000).
WHO WE ARE:
We are a team of high caliber, remote Executive Assistants, offering flexible support to entrepreneurs, executives and leadership teams. Our service is designed for high performing leaders who are tired of trying to "do it all." We provide outstanding EA support, without the headaches of hiring. Our EAs are more than task-takers - we proactively make sense of chaos in a fast changing environment and we work hard behind the scenes, planning ahead and creating solutions for impossible scenarios. 33V EAs are backed by our dynamic community, with access to peers who continuously raise the bar on quality, offer expertise, collaborate on projects, and share best practices. Together, we do the important, detail-driven work that helps our clients increase their impact at work and invest more time in what matters most to them.
OUR COMMITMENT TO DIVERSITY & INCLUSION: You Are Welcome Here.
33Vincent is committed to inclusion across all aspects of identity, background, and experience. We value and prioritize diversity as we cultivate leaders and build a company where everyone has a voice and our community reflects the wide range of clients and organizations we serve.
