Hoxo - Client Success Manager
We’re Hiring!
Client Success Manager - Branding & Marketing
📍Location: Remote
💸 Monthly Salary : £Neg
🕛 Working Hours: Full time, UK hours
Summary of role:
The Client Success Manager's role is to nurture and build strong relationships with existing Hoxo clients and keep them engaged in the Bootcamp programme with the goal of getting them to renew their subscriptions. You will work closely with your portfolio of clients and identify opportunities to upsell them to Hoxo’s exclusive Boardroom product, as well as sell additional licenses for the Bootcamp where applicable.
As a Client Success Manager, you are proactive. You build long-term relationships with clients and seek to understand their goals and potential pain points. With that knowledge, you predict potential customer issues and take proactive steps to prevent them.
You’ll work with the Branding and Sales teams to achieve monthly, quarterly, and annual targets.
Ultimately, you are focused on providing an incredible customer experience.
We have a large and growing client base that is currently being coached on how to build their personal brands. In order to maximise their investment and renew them as a customer, we need you to ensure your division is 100% dedicated to making this happen!
Roles & Responsibilities:
Commercial Focus
- Grow revenue by upselling clients to Hoxo's premium Boardroom product
- Sell additional licenses for the Bootcamp programme where applicable
- Hit monthly, quarterly, and annual revenue targets
- Work closely with clients to understand where the opportunities are to grow their account - either sell them more user licences or have them upgrade to our premium tier product once their Bootcamp contract finishes and/or identify where a company branding project is required
- Work hand in hand with the Branding department to cross-sell
- Hit monthly, quarterly and annual targets
Client Experience
- Nurture and build strong, long-term relationships with Hoxo clients
- Help clients quickly realise success by guiding them to implement Hoxo's course teachings effectively
- Ensure clients are seeing consistent success with Hoxo's methods and courses
- Responsible for making contact with and nurturing all current Hoxo clients on a continuous basis; this involves dealing with their challenges, issues, and questions
- Complete internal client feedback reports and analyse data to create client solutions
- Hold clients accountable and ensure that they apply Hoxo’s course consistently and work with them to ensure that they are seeing success from their methods.
Process Improvement
- You will develop a comprehensive understanding of the Hoxo courses and platforms and personally complete the training programmes
- Continuously support the ideation process on how to improve the client engagement and retention process
- Analyse data and client feedback to identify opportunities to enhance the customer experience
- You will support our Client Success Director in maintaining a customer engagement and retention process and continuously support the ideation process and how to improve this.
- Responsible for consistently educating clients on Hoxo processes and creating solutions to solve customer problems.
- Work closely with the Sales, Operations, and Marketing teams to continually improve customer experience and other internal processes
Skills & Experience required:
Native English language skills
Bachelors degree
5+ years experience in client-facing role
Work environment set up for remote working
What does success look like:
- You hit your monthly, quarterly and annual financial targets
- You develop strong relationships with all your clients that lead to financial account growth
- You have a conversion rate of retaining clients beyond their contracts of 75%
- Client feedback is consistently high
Key characteristics
- Organised
- Strong commercial skills
- Client-first attitude
- Positive and solutions-driven
- High energy levels
- Confident
- Proactive
- Relationship-driven
- Excellent client relationship and interpersonal skills
- Excellent written and verbal communication skills
- Confident social writing skills
Your benefits at Hoxo
- Strong commission structure
- 4.5-day work week
- Medical Aid/ Health Benefit contribution
- 31 days annual leave (including UK national holidays)
- 1 Bonus Birthday leave - plus leave days gifted by the Hoxo team
- Remote working in a global agency
- Employee of the month, voted by the team, with an Amazon/Takealot voucher
- Social company team-building activities & events
Bonus for finding new team members who pass their probation
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- Department
- Sales
- Role
- Key Account Manager
- Locations
- South Africa
- Remote status
- Fully Remote
South Africa
Workplace, Culture & Diversity
Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice.
Hoxo - Client Success Manager
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