Customer Success Specialist (Remote- US Based)

Job Summary:

The Member Success Specialist for the Inner Circle Program is accountable for increasing the member retention rate and member upgrade rate of the Inner Circle Program. They will oversee the Inner Circle’s customer engagement tracking system to ensure that members are hitting key milestones in the curriculum to reduce the risk of churn. The Member Success Specialist will also find opportunities for members to upgrade to higher tiers of the Inner Circle Program as their business grows. This role will report to the Director of Operations.

Key Responsibilities:

• Monitor and analyze member engagement, renewal, and interaction data in our member engagement system
• Keep meticulous records and close the loop on critical engagement tracking systems.
• Proactively engage with members displaying reduced interaction through various channels, including Zoom calls (both group and individual), SMS, email, Facebook Messenger, and Sly-broadcast.
• Manage renewal, pause, upgrade, and cancel processes.
• Foster member attendance and participation in essential retention events.
• Provide ongoing support to members, answering questions and providing guidance as needed in the Inner Circle Facebook groups
• Assist in our accountability initiatives for high-risk accounts
• Collaborate with the Inner Circle team to align the program with member needs, identifying and recommending enhancements to the customer journey

KPIs:

• Minimum of 40 reach-outs per week (to increase as the process refines)
• Minimum 50% conversion rate on reach-out (responses/conversations)
• Minimum 50% conversion rate on engagement action (book a call, fill out form, sign up for class, etc.)

Requirements:

• 3+ years of sales or customer success experience with a track record of achieving and exceeding targets.
• Excellent communication, interpersonal skills, and coaching skills
• Strong organizational and project management skills
• Ability to work independently and as part of a team
• Familiarity with CRM systems and sales data analysis
• Strong understanding of sales best practices and techniques
• Ability to work in a fast-paced environment and manage multiple priorities
• Detail-oriented and excellent at keeping notes and following through on systems

 Preferred Qualifications:

• Bachelor's degree in business, sales, or a related field
• Experience working in the coaching and/or dance industry
• Familiarity with the Inner Circle Program and its members

Department Goals:

1. Elevate the retention rate with the Inner Circle Program
2. Increase rate of member upgrades
3. Boost engagement in the Inner Circle curriculum and community

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $50,000 - $55,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

You will be supporting our Studios vertical solution https://www.togetherwork.com/vertical-solutions/studios/.