Client Success Coach, Trainer & Performance Manager
Client Success Coach, Trainer & Performance ManagerWilmslow / Eccles/ Remote considered
Who are Client Success?We are a fun, enthusiastic growing team who love doing what we do – we love helping our clients with many smiles along the way.
We stand by the ‘No mood hoovers here’ culture of our business, we know that engaged people working within a ‘no blame’ culture will create fantastic experiences for our colleagues and clients.
We are flexible, supportive and most importantly human.
Our team make it a great place to work, we employ fun and professional people doing a great job together.
Does this sound like you? Do you have a background in Client Success, Client Experience or Retention? Do you want to be part of a growing team? Are you an experienced, high performing and are you ready to use your knowledge and experience to help others fulfil their potential?
We are looking for someone to be an integral part of our Client Success Team, identifying areas of opportunity, creating coaching and development plans for the department and delivering them.
You will be supporting our managers and team with the aim of taking their performance to the next level.
We are really proud of our leading engagement and retention rates, it is what has enabled our double-digit growth every year for the last 6 years and it is core to our business strategy.
As we scale for further growth across the group, we want to enhance our already amazing client success team.
With a mixed bag of industry knowledge and experience in the team, you will need to adapt your training and mentoring style to suit each individual member.
You will have either worked within Client Success, client experience or a retention manager or leader with a good understanding of Client Success.
You will understand the highs and lows that come with looking after clients in F2F or remote B2B roles; you might be a dedicated trainer or coach who wants a more varied role or you’re a manager with amazing training and people skills but are frustrated at not being able to dedicate enough time to coaching others.
Either way, you know engaged and motivated client success people perform at their best.
Are these your strengths?• Understand client journey and client retention.• Know how to have great conversations and be able to identify areas where you can support our clients.
• Identify training needs for both the individual and department through the delivery of various methods, including 1:1 coaching, identifying individuals’ strengths, areas for development & providing constructive feedback accordingly• Ensure all new team members embed learning and transition into the success team smoothly• Build positive relationships through effective communication with colleagues and managers and other departments to encourage shared learning• Provide feedback and produce coaching/training plans.• Demonstrate what good looks like when needed.• Recognise cross-sell or upsell opportunities.• To provide developmental feedback to colleagues to aid their achievement of revenue and KPIs• Travel occasionally across the UK, although many sessions can be delivered remotely or from our Wilmslow office.• Ensure your own continuous professional development by keeping abreast of current renewals, sales and development techniques and trends.• Be a true team player on the good and bad days and always have the business objectives in mind.
Who is Citation?We’re one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy clients.
(Our 5* Trustpilot and Glassdoor reviews speak for themselves!).
We provide HR & H&S consultancy services across the UK, we are the right arm to many SMEs who come to us for advice and support.
We set our clients up for the future, making sure they have the correct policies and procedures in place, protecting them all the way.
The Citation Group is made up of many businesses, that proudly deliver services that our 45,000 clients need, want and value.
Our mission is to be the business that colleagues and clients want to work for and with.
It’s a really exciting time to join our business - come grow with us!
Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine.
We are a nice bunch.
We don't do office politics or that's not my job.
We listen, support and take ownership.Do you think you can have an impact? Take us from great to magnificent? Get in touch.
Don’t delay in applying!