Client Success Manager

Full Job Description

Seeking outgoing, personable individual with prior administrative/office experience to help manage our front-end 5-star client experience.

• Do you thrive in a fast-paced working environment and love being around people and dogs?
• Do you wish you had a job with more meaning? One where your actions directly influence someone else's life in a positive and transformational way?
• Are you organized and efficient? Are you good at not letting important details fall through the cracks?
• Are you tech-savvy? Can you navigate your way around cloud-based documents and spreadsheets - or quickly learn to?

Think Pawsitive Dog Training in Waukesha, Wisconsin is seeking an energetic, self-motivated and team-oriented Client Success Manager who is looking to join Wisconsin’s largest indoor canine education, exercise and sports complex.

Our focus is on building a place that feels like a real community - that both clients and team members are excited to be a part of. We want our clients to keep coming back, and we want them to tell their friends and family about us. We consider our clients "family" and do everything we can to make them feel that way whenever they visit or interact with us.

WHAT WE'RE LOOKING FOR

• You enjoy being around people, and can hold meaningful conversations with folks you may not know
• You're thoughtful and thorough - and can answer people's questions in a way that increases the likelihood of them staying a client
• You are alert and aware - you're good at recalling names, faces, and personal details - so that our clients always feel welcomed and remembered
• You know what it means to provide a warm, welcoming, and world-class greeting and experience for clients
• You have excellent organization and planning skills - you know how to manage schedules and re-prioritize your time so that you can focus on key priorities.
• You follow through on commitments. You live up to verbal and written agreements without constant reminders
• You have the ability to quickly and proficiently understand and absorb new information
• You're pro-active and resourceful. You bring new ideas to the company, do things without being told, and can quickly shift and course-correct when things don't go according to plan - in a positive manner and without focusing on the negative
• You're coachable, love to learn, and have a fail-forward attitude. You take constructive criticism well and enjoy getting regular feedback that will optimize your skills and performance.
• Excellent analytical and critical thinking skills
• Self-motivated, self-starter and ability to independently execute with minimal supervision in a fast-paced environment with rapidly changing priorities
• Superb organization and time management skills with strong attention to detail
• Deadline driven attitude that ensures due dates are met 100% of the time
• Previous B2B sales or client service experience is a plus
• Someone who can work a flexible work schedule Monday to Friday between the hours of 9:30am-7:00pm
• Someone who loves dogs. We have a four-legged clients who trust us to educate their owners to keeping them exercised and having FUN!

KEY RESPONSIBILITIES INCLUDE:

• Successfully communicate the value of our services (in person, over the phone, and over email/text/messenger) and be able to explain how what we do is worth the price we are asking to avoid drop off
• Provide an exceptional waiting room environment and world-class experience - one where clients will look forward to coming back and feel compelled to tell their friends
• Ensure that clients who call and request appointments are placed on the schedule - with a good understanding of true time, cost, and personal commitment before they arrive
• Communicate with clients during and after their sessions to ensure full satisfaction is being achieved
• Develop and foster deep relationships with clients - one that compels steady word of mouth referrals and 5-star google reviews
• Ensure that all appointments are checked in, accounted for, and reconciled promptly and accurately
• Take payments, provide accurate receipts, and keep prompt and accurate records
• Organize and plan all schedules in a way that maximizes efficiency and revenue for the facility.
• Take inbound calls and schedule the client an initial department calls, while providing excitement and certainty that we are looking forward to providing them all the information they need to make the best decision for themselves
• Promptly check voice mails and emails. Return all calls and requests for information within 24-48 hours and deliver messages to appropriate personnel promptly and accurately.
• Promote and upsell in house products and packages to existing clients

WHAT WE'VE GOT FOR YOU

• A full time opportunity with room to grow
• The chance to be a part of an incredible team of people who work hard but have fun too.
• Competitive pay: $20- $25 depending on previous experience.
• Health, vision, dental, and short-term disability
• Paid Holidays
• Bring your dog to work!

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities
• Quarterly bonus

Travel requirement:

• No travel

Work Location: In person