🕒 3 days ago
Own strategic relationships with higher education customers, guiding success plans, retention, product adoption, and cross-functional initiatives to improve customer outcomes and support renewals.
Client Relations Coach
📅 Jul 8, 2025
Customer Success CoachingAccount ManagementQuality AssuranceStructured Feedback
📜 Description
- Coach and mentor Customer Success Managers to improve satisfaction, retention, and relationship management.
- Review calls, emails, and task updates, then provide detailed feedback.
- Create individualized coaching plans based on performance metrics and team goals.
- Partner with leadership on skill development, training needs, and continuous improvement.
- Lead training sessions and skill refreshers, and maintain coaching documentation.
- Track coaching effectiveness and analyze performance trends.
🛠️ Requirements
- Experience coaching Customer Success Managers, Account Managers, or similar roles
- Solid foundation in quality assurance and structured feedback delivery
- Former BPO trainers with QA and client-facing experience are strongly encouraged to apply
- Excellent communication, facilitation, and coaching skills
- Familiarity with CRMs and performance coaching tools
- Must be able to work in a hybrid setup and align with a US time zone (night shift) schedule
- Must present original coaching/training materials during the hiring process
- Conduct a mock training simulation (live)
Full job description
About the Role:
We are seeking a Client Relations Coach to develop, support, and elevate the performance of our Customer Success Managers (CSMs). This role combines coaching, quality assurance, and training delivery to ensure our CSMs are equipped to drive long-term client success.
The ideal candidate has prior experience coaching CSMs or similar client-facing roles and brings a structured approach to performance improvement. Former BPO trainers with a strong QA background are welcome to apply.
Key Responsibilities
Candidate Requirements
Hiring Requirement – Simulation & Mock Deck
This simulation will be used to assess facilitation skills, structure, clarity, and relevance of content.
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