Customer Success Specialist

WE ARE SEARCHING FOR AN A-LEVEL PLAYER FOR THIS ROLE AND APPRECIATE YOUR INTEREST. PLEASE READ THE BELOW DESCRIPTION AND ONLY CONTINUE TO APPLY IF YOU ARE A GREAT FIT FOR THIS ROLE.

The ideal candidate for this role is an outgoing, highly organized, and detail-oriented individual with exceptional communication skills and a passion for helping people. As a self-motivated high achiever, this individual will not only bring a comprehensive understanding of sales, 5-star customer service, and A3’s programs and services but will also be enthusiastic about leveraging these skills to drive success in our dynamic environment.

The Athlete Success Coordinator at A3 is pivotal in driving lead conversion, enhancing client retention, delivering value throughout the prospect and client journey, and supporting sales and marketing initiatives. This role involves proactive lead nurturing, personalized client engagement, and the execution of conversion and reactivation campaigns.

TO APPLY:
1. THOROUGHLY REVIEW THE JOB DESCRIPTION AND EXPECTATIONS OF THIS ROLE.
2. SUBMIT THE VIDEO INTERVIEW QUESTION ON INDEED.
2. COMPLETE THE APPLICATION AT THIS LINK: https://kilo.gymleadmachine.com/widget/survey/jgHU0RZavVFMx8p1l72l

ESSENTIAL FUNCTIONS & SUCCESS METRICS

LEAD NURTURE

• Follow up with prospects who did not sign up immediately after their Game Plan session.
• Respond to new leads as quickly as possible; when “on shift”, the goal is within 2 minutes.
• Drive proactive engagement and relationships with leads and customers by tailoring interactions and support according to their specific lifecycle stage, delivering timely and personalized communication, and leveraging automation tools for a premium and individualized experience.
• Maintain an in-depth understanding of A3's offerings, programs, and packages to effectively present the benefits to potential clients.
• Facilitate and manage Conversion Campaigns for new or short-term clients (e.g. Summer Camp clients) by providing personal outreach to all clients following the completion of a program, camp, etc. to meet designated goals._Success Metric: Achieve monthly total lead conversion rate of 30% or higher.

Estimated 5 hours per week of direct responding and lead nurture_

CLIENT RETENTION

• Facilitate and fulfill the Reactivation Campaignsprotocol for past clients/alumni.
• Facilitate and fulfill the “Surprise & Delight” and Injury Protocols to personalize and prioritize clients’ experiences and needs.
• Success Metric: Provide personalized, quality outreach to 4 alumni per week and 4 “sticky outreaches” per week
• Estimated 2 hours per week making calls and outreach, thoughtful and strategic planning, doing mailouts, etc.

CLIENT FEEDBACK

• Conduct Exit Interviews within 48 hours for clients who have requested to cancel to gain insights, offer solutions that could continue to serve the client, and/or provide a personalized experience that helps ensure the client will return when ready.
• Obtain reviews and client testimonialsper the SOP.
• Gather feedback from leads and clients to understand their pain points, desires, and experience through the client journey, using the insights to help inform and strengthen future interactions and strategic planning._Success Metric: Achieve 6 new reviews and/or testimonials each month.

Estimated 1 hour per week conducting Exit Interviews and outreach re. Testimonials_

MARKETING SUPPORT

• Develop and send targeted communications and resources to clients and prospects which may include texts, emails, blog posts, or video posts, etc.
• Maximize client satisfaction and boost brand presence by capturing athlete/client 'Wins' through diverse channels, collaborating with coaches, and engaging with parents and clients via phone, email, in-person interactions, and/or social media._Success Metric: 1 Athlete/Client “Win” is highlighted each week via content production.

Estimated 2 hours per week coordinating with CCT and Media/Marketing Dept. and subsequent outreach_

CRM MANAGEMENT

• Maintain an updated CRM system to track sales metrics, interactions, accurate prospect and client information.
• Track the monthly and quarterly sales metrics and targets that contribute to the company's revenue growth.
• Provide sales performance reports with key performance indicators._Success Metric: Sales metrics and KPIs report card is updated with accurate data each week by the deadline.

Estimated 2 hours per week to check accuracy, run report and attend Client Care Team meeting_

ADDITIONAL RESPONSIBILITIES

• Help foster the environment and culture of A3 as a place athletes/parents/clients never want to leave.
• Collaborate with team members regarding client needs and performance data.
• Consistently deliver exceptional 5-star customer service and relationship management.
• Handle various administrative tasks, including processing transactions, responding to inquiries promptly, running reports, etc.
• Other duties as assigned.

Required Skills/Abilities:

• Embodies A3’s Core Values
• Outgoing and friendly personality who LOVES helping people (and talking to them)
• Extremely organized with incredible attention to detail and a fantastic memory
• Incredibly good at communicating with people in all forms (verbal, written, visual media, etc.)
• Self-starter who loves taking action and achieving goals
• Quick learner who thrives in a fast-paced environment
• Has the ability to sell and the desire to help achieve revenue growth targets
• Extremely comfortable with client management software and Google Drive
• Requires strong communication, relationship-building, and customer engagement skills.

Reporting Relationships:

Reports to and has accountability to the CEO. Collaborates with the leadership team, client care team, reports to the owner as needed, and has the responsibility to interact with co-workers, clients, athletes, community partners, and community members on a daily basis.

Other Job Requirements:

• Attendance: Is consistently present and punctual, and meets company standards.

Provides proper advance notification for absence or tardiness.

• Protocols and Policies: Demonstrates understanding of company-wide and department-specific Standard Operating Procedures.

Maintains the confidential and proprietary nature of company policies and client’s businesses.

• Able to perform work accurately and efficiently under deadline pressures.
• Responsible for day-to-day decisions and updating management on department activity status.

Education and Experience:

• High school diploma is required.
• Experience in sales is required.
• Experience in customer service is required.
• Experience as a competitive athlete or parent of an athlete is strongly desired.

Physical Requirements:

The ability to sit, stand, turn, bend, kneel and reach for up to 8 hours a day and lift up to 45 lbs.

A3 CORE VALUES

At A3, our team of employees all share the same Core Values: 1) Do the right thing; 2) Be a team player; 3) Work hard; 4) Empower others to win; 5) Excellence in everything we do; 6) Stay hungry and never stop learning.

Do the right thing: Without integrity, we cannot have a high-performing team. Be honest, and always do the right thing.

Be a team player: We work together so that we can all win, helping our athletes and clients become their best. Be humble and do what's best for the team and the mission.

Work hard: Nothing good comes easy. A strong work ethic is the fuel for the achievement of goals and dreams, and is necessary and valuable.

Empower others to win: Genuinely show up for others. Be positive. Seek the good and celebrate the wins. Help empower and uplift team members, athletes, families, and clients. Build confidence and inspire growth.

Excellence in everything we do: We are professionals always striving to be the very best so that we can make the biggest impact on our clients and community. How we do one thing is how we do everything.

Stay hungry and never stop learning: Stay hungry to compete and win (for your own PRs, our team, and our company.) Learn and grow better every day. Have a growth mindset to go after big goals. Be willing to work for it.

Note: The job description is subject to change and may include additional duties as assigned.

A3 Sports and Wellness, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Part-time

Pay: From $17.00 per hour

Expected hours: 10 – 20 per week

Benefits:

• Employee discount
• Paid training
• Professional development assistance

Compensation package:

• Bonus opportunities

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Work Location: In person