What are the responsibilities and job description for the Customer Success Lead position at iCRYO - Corporate?
iCRYO is an upscale wellness service retailer of cryotherapy, infrared therapy, body sculpting, IV therapy and other related services. Our mission is to elevate the lifestyle of our team members and guests by providing professional, affordable, and convenient recovery services while raising the bar in the health and wellness industry. Our Company Culture is centered around the passion we have for increasing the quality of life for our guests. We work as a team in all aspects of our daily operations to provide first class professional, affordable, and convenient services to the masses. With accountability on all levels and productivity throughout our organization, we can provide our guests with the most exceptional cryotherapy experience they deserve.
Position Overview:
The Customer Success Lead position requires effective communication skills, the ability to develop and maintain strong relationships with franchisees, and the ability to guide them on the day-to-day operations. Additional duties include training the franchisees on various topics, supporting the franchisees in understanding various financial tools, being the communication and coordination hub between the home office and Franchisees, and other tasks and responsibilities. The Customer Success Lead role is to support the franchisees by providing brand awareness, training, and systems that encourage our franchisees and their associates to realize their profit potential in an ethical and respectable manner.
Responsibilities:
- Proactively engage and educate franchisees through regular meetings, dedicated phone, and email communication, and tailored support and training efforts
- Work collaboratively across different departments to lead the successful onboarding of new accounts, understand key client business drivers, and ensure extraordinary customer success and retention
- Identify and spearhead strategic opportunities for increased customer engagement, advocacy, and growth
- Assess and consult on established best operating practices to establish a culture of consistent brand representation through operational excellence. Ensures that the Franchisees understand and deliver on their contractual responsibilities and compliance with iCRYO processes
- Ability to have difficult and regular conversations with franchisees regarding their overall performance along with their team’s performance
- Become a product expert, leveraging this information to deepen client relationships and build continued trust
- Be a subject matter expert for the industry and maintain an understanding of the ongoing trends
- Travel as needed to the franchisee’s location
Qualifications:
- Associate Degree or a minimum of 3 years of equivalent professional experience.
- Excellent communication skills, ability to self-manage and make independent decisions with an outgoing personality
- Self-motivation, intellectual curiosity, and the ability to adjust quickly to changing priorities
- Ability to work independently as well as in team settings, with a positive attitude and a team player mentality
- Ability to work in a fast-paced, change-oriented, "start-up" like environment
- Excellent computer skills including experience in Microsoft products and POS.
- Experience with franchise or similar concept strongly preferred
