Customer Success Coach

Customer Success Coach

SUMMARY:

The Customer Success Coach is to coordinate tailored language learning programs to support professionals and their families; to engage, coach, and increase utilization among our customers. Also providing support and top-notch customer service experience for all our customers.

RESPONSIBILITIES:

Drive a high level of customer and client satisfaction while managing large caseloads

Cultivate and manage positive client relationships with corporate relocation management companies to ensure Global LT as the preferred language training supplier

Counsel customers on authorized relocation benefits provided by their employer

Manage all activities, including those performed by third party suppliers related to the transfer process.

Lead point of contact and coordination for all assignment components – including internal and external points of need.

Carry out the pre-assignment briefing and orientation with the authorized participant on the client’s policy and/or benefit. Need to be comfortable on the phone talking to many different level employees.

Provide continuing coaching and support to clients and participants maintaining regular contact throughout the assignment.

Build productive and effective relationships with clients, participants and direct suppliers as well as within Global LT.

Maintain data integrity, including updating Global LT’s database, providing the required data to produce ongoing status reports.

Initiate customer satisfaction surveys when client policy allows.

Undertake other tasks as required

Adhere to Global LT’s Standards of Excellence in all aspects of the assignment process.

Meet company metrics for customer satisfaction, utilization, responsiveness and company goals.

EDUCATION AND/OR EXPERIENCE:

Proficiency in English is required

Sales experience would be an asset but not required

Bilingual in English and at least one other language

QUALIFICATIONS:

Proficient with PC and Microsoft Office such as Word, Excel, PowerPoint, Outlook

Must have strong organizations skills and be detail-oriented and organized, methodical with an analytical approach to work

Ability to deal with multitasking under continuous high-pressure situations

Excellent written and communication skills

The ability to communicate clearly and professionally

Strong customer service focus

Work well within a team with good trouble-shooting and conflict management skills

Shows initiative and creativity; be self-motivated

The ability to upsell products

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