Client Success Coach
Department: Customer Success
Employment Type: Full Time
Location: Philippines
Reporting To: Andrew Valle
Compensation: $5.00 / hour
Description
About MagicMagic is a leading modern outsourcing platform that connects SMBs to high-quality remote workers, from SDRs to virtual assistants and more. With roots in Silicon Valley, and backing from top venture capitalists, our workers are supercharged with a combination of the latest AI technology and training.
Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
A Client Success Coach is responsible for coaching a team of top-tier assistants who handle client accounts. This position plays a crucial role in guiding team members through their tasks, conducting regular check-ins and coaching sessions, and monitoring performance against company standards. The Client Success Coach strategizes appropriate actions to improve assessed areas of opportunity and serves as the primary point of contact for all quality and performance-related concerns, reporting directly to a Senior Operations Manager in the Key Accounts Team.
The Impact you'll make
Team Development & Coaching- Build strong relationships with team members through weekly 1:1s and coaching sessions
- Provide guidance and support to assistants as they work on their tasks
- Take actions to decrease attendance issues and assistant idle time
- Facilitate and oversee client-assistant onboarding
- Recognize and facilitate additional client needs
- Communicate with clients regarding assistant performance and quality concerns
- Offer assistant replacement when needed
- Monitor daily assistant performance and stats in coordination with other departments
- Review output to ensure it meets client standards
- Maintain, document, and track KPIs and metrics
- Strategize to hit goals and improve areas of opportunity
- Coordinate with other departments for assistant or client-related concerns
- Send feedback to Matching for assistant rematching
- Attend weekly meetings and report to direct manager regarding team status
- Assist in troubleshooting technical issues, payment problems, and software concerns
- Team Performance Metrics – Achievement of target KPIs for the team
- Assistant Retention – Minimized turnover and improved engagement of team members
- Client Satisfaction – Positive feedback and continued partnerships with key accounts
Required Experience
- Minimum 6 months of supervisory experience, preferably in a remote work environment
- At least 1 year of experience in account management, client services, or operations
- Proficiency in learning new software platforms and implementing effective performance management strategies
- Ability to manage multiple projects, establish priorities, and thrive in a fast-paced environment
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- Coaching Excellence – Ability to develop and elevate team member performance
- Communication Skills – Clear, effective communication across various channels and stakeholders
- Problem-Solving – Resourcefulness and resilience when facing challenges
- Detail Orientation – Meticulous attention to detail and quality assurance
- Adaptability – Capacity to work under pressure and adjust to changing priorities
- Performance Management – Effectiveness in executing strategies for peak team efficiency
- You have leadership qualities and can effectively manage a team of virtual assistants
- You have a genuine passion for coaching and can translate business objectives into actionable goals
- You possess strong emotional resilience, prioritize solutions, and are willing to take calculated risks
- You continuously strive to improve through self-directed learning of new tools, processes, and systems
- You are highly dependable with a "Get Stuff Done" mindset regardless of external circumstances
- You excel in remote work environments and are an effective written communicator
Benefits
- Employment type: Full-Time Freelancer
- Work-from-home setup: Fully remote position with flexibility to work from your preferred location
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Working hours: Full Time, 40 hours/week (1 hour break/shift)
Schedule: Monday-Friday, 10 PM - 7 AM PHT (Philippine Standard Time) - Compensation: $5 per hour