Customer Success Advisor

Customer Success Advisor

About Co-Active Training Institute:

CTI was founded as a coach training organization over 30 years ago and over the years, we have evolved to a leading edge, global leadership development company. Through our work, and our very intentional workplace, we strive to open human consciousness and transform the human experience. We believe that what people really want, more than anything else, is to live a life of meaning and fulfillment and to be able to contribute the best of what they are to their world. It is our intention to grow the leadership of everyone inside our organization. Within this context, CTI is creating the new language of leadership, striving to empower individuals and organizations to lead and, in the process, transforming individuals, teams, organizations, and culture.

Role Description:

The Customer Success Advisor role is crucial to our company's mission of delivering a transformative co-active experience to all our customers. As an Advisor, you will be responsible for converting inbound leads into enthusiastic participants in our coach training and leadership programs. Your role is essential in guiding potential and active clients through the registration process, ensuring they feel supported and informed at every step of their journey.

This position places you at the forefront of a new way of selling co-active, where innovation and creativity in strategies are encouraged. By collaborating with sales and customer success teams, you will help shape and refine our approach to customer interactions, ensuring we consistently exceed expectations and achieve our goals. Your contribution is key to maintaining our competitive edge and driving the success of our programs.

• Convert inbound leads into customers by effectively communicating the value of our coach training and leadership programs.
• Guide prospective candidates for our coach training and leadership programs through the registration process, ensuring a seamless experience.
• Respond promptly and professionally to questions from potential candidates and participants, providing accurate information and addressing their concerns.
• Embody the ethos of Co-Active customer support and channel it in every interaction.
• Follow up with current customers to identify and offer additional opportunities that meet their needs and enhance their experience with our programs.
• Maintain detailed records of interactions with leads and customers to ensure efficient follow-up and accurate reporting.
• Collaborate with the sales and customer success teams to ensure a cohesive and customer-focused approach.
• Stay updated on our program offerings and industry trends to provide informed recommendations to leads and customers.
• Achieve individual and team conversion targets and contribute to overall sales and revenue goals.
• A commitment to streamlining processes and suggesting solutions to inefficiencies as a means to providing a top notch customer experience.

Competencies and Behaviors:

• Empathy: Demonstrates understanding and responsiveness to the needs and concerns of potential and current customers.
• Proactiveness: Takes initiative in following up with leads and customers to ensure satisfaction and conversion.
• Adaptability: Shows flexibility in responding to different customer needs and adapting strategies accordingly.
• Collaboration: Works well with team members and other departments to achieve common goals.
• Accountability: Takes ownership of personal and team performance, striving to meet and exceed targets.
• Continuous Improvement: Committed to personal growth and improving sales techniques and product knowledge

Responsibilities:

Advisors play a vital part in creating a true co-active experience, allowing customers to fully understand and connect with our values and offerings. You will act as a trusted partner to our clients, providing insightful answers to their questions and following up with current customers to offer additional opportunities that enhance their engagement with our programs.

We're Excited about You because:

• You will be in a key role as a partner to customers and want to provide excellent service.
• You have an interest in the customer success field.
• You will support our Customer team as we prepare for sustainability and scale.
• You're a self starter who takes initiative.
• You spot areas where there can be efficiencies made.
• You enjoy problem solving.
• You're a lifelong learner with a growth mindset.

You're Excited about Us because:

• Wellness Fridays, every other Friday off throughout the year!
• No Meeting Fridays on the alternate Fridays
• Generous PTO and annual holidays
• You'll work remotely from your home
• Medical, dental, vision plans available
• Headspace Care mental health resources and up to 8 covered sessions per year
• Monthly Technology Stipend
• Employee Stock Ownership Plan
• Retirement Plan, with company contribution
• Employee Registration Program for our very own CTI programs
• Generous parental leave

Our Compensation Philosophy:

CTI is dedicated to our commitment to Equity, Inclusion, Diversity, and Wholeness. That commitment extends to our equitable compensation strategy. To avoid common institutionalized obstacles to pay equity we benchmark each individual candidate's salary based on relevant qualifications, experience, skills, geographic location, and market data. To achieve pay equity across the company all salaries at CTI are set in this manner, which replaces traditional salary negotiations. We are committed to disclosing the exact individualized salary for this position within the first conversation with candidates. Potential salary range for this role before benchmarking is $57K-$92K + an incentive package, dependent on all of the factors stated above.