Client Coach

ROLE: This position is focused on Gym Launch. 

As a Client Coach your primary role is to drive the growth of our Inner Circle, Agency, Prestige Labs, and any additional products / services. This encompasses advancing existing clients into higher tiers of services, as well as renewing service agreements and producing a steady stream of referrals.  Your primary focus is to guide your client to success through 1:1 coaching calls and other proprietary training systems so they can achieve success within our program. While success looks different for every business owner you will have defined KPI’s so you know exactly how to win within your position. Bottom line, your role is to help gym owners build a wildly profitable business so they can reach more people and change more lives and love the experience along the way. 

A successful Client Coach at our company embodies:

• Exceptional ability to Influence Behavior: Understanding and shifting client beliefs, motivating them to take decisive action, and guiding them to see the true value in our offerings, leading to more profound commitment and results.
• Sales prowess: Demonstrated ability to close deals and drive financial growth for GL
• Communication skills: Effective cross-departmental interactions as well as clear, constructive dialogues with clients.
• Organizational aptitude: Systematically managing tasks, projects and responsibilities.
• Collaborative spirit: Working in unison with others to uphold and drive best practices.
• Opportunistic vision: Recognizing and seizing opportunities for client expansion as well as product improvements

RESPONSIBILITIES:

• Client Onboarding & Fulfillment
• • Create a World Class first impression of Gym Launch Services through preparation and delivery of our Onboarding Process
  • Oversee the client experience of your client goes smoothly, work cross department to remove bottlenecks and reduce poor experiences. 
  • Understand the GymDash software, and drive adoption.
  • Create reasonable Quarterly goals for clients, build an action plan to achieve. 
  • Coach to the above action plan on each and every call with clients.  
  • Collaborate with the Prestige Labs team to ensure eligible Inner Circle members adopt and continually sell PL products. Conduct daily coaching calls, bi-weekly calls, Onboarding calls, or "Boiler Room" calls.
  • Prevent client exits with action plans that are in the best interest of the client. 
  • Provide a moderate level of technical support, equal to the training that lives in our client facing portal.
  • Work closely with the Agency, Sales, and Support teams to deliver an exceptional client experience.
  • Work to drive high attendance rates for virtual and in person events according to the action plan provided to you by leadership and excitement in the months/weeks prior to execution in collaboration with the Marketing and Support teams. 

• Reporting & Feedback:
• • Report key metrics to Leadership on a weekly basis when applicable
  • Collaborate with Marketing, Sales, and Product teams to continually improve customer experience.
  • Identify product gaps that impact customer success and convey both findings and solutions during weekly 1-1s, end of week reports, and company surveys.
  • Maintain and manage the Inner Circle sales pipeline (renewals, ascensions) in the CRM.

REQUIREMENTS:

• Experience within the gym Industry both in Sales and Training positions
• 2 years management experience
• Ability to handle challenging customer situations and de-escalate conflicts.
• Able to self-direct and properly manage one’s time
• Experience in building and maintaining strong relationships with customers 
• Efficient with all integrated platforms within the company
• Excellent communication skills, both with clients and cross-departmentally

• Able to make autonomous decisions of how to handle customers based on company morals/values and set guidelines
• Able to handle difficult conversations regarding upset customers and de-escalate those situations
• Availability: M-F 8AM-5PM EST; flexibility for additional hours as needed including but not limited to weekends and holidays. 
• Generally reachable and responsive to Slack during working hours

RESULTS:

• Meet or beat budgeted Retention targets by product
• 70% of clients acquire a new member within 21 Days of joining our program
• >50% of roster submitting GymDash stats each week
• > 50% of eligible Inner Circle roster are Active Prestige Labs Affiliates on a monthly basis
•  >70% of roster makes ≥ $25K of new revenue within the first 90 days of program
• Maintain 90% show rate to client coaching calls
• Retain 70% or more of all IC Clients that reach the end of their first year
• All prospects are properly moved in CRM  and information is documented on client details so all teams have a full picture of client journey. 
• Customer issues revolving around product/service are documented and resolved.
• Able to increase customer retention and activation through improved onboarding experience, ongoing education, and customer advocacy.