The problem this role solves: Growing on YouTube can be complex, and clients without help are not progressing fast enough or at all. Goal of this role: Help clients progress through the activation points, leave us positive case studies, and ascend to our higher-level programs Responsibilities Client Management, Coaching, and Accountability: • Being the point of contact and managing 80-120 clients for the 24-week duration of the program. • Host 1-on-1 calls with the clients every 2 weeks. 40 slots per week to have calls with clients. • Proactively guide clients through activation points to get results and drive ascensions/continuations. • Suggest necessary changes to the client fulfillment process and spot gaps in training material. • Constantly planting the idea for the high-level programs so they know what it is and have aspirations to join. • Create opportunities for department heads to ascend clients to higher-ticket programs. • Follow up with the unresponsive clients 2x week using different mediums (email, phone, discord, whatsapp) Support & Communication: • Provide dedicated Slack/Discord/Skool support for 8 hours per day, Monday-Friday (ET Zone). • Maintain an "Inbox 0" policy for all assigned client messages by EOD. • Collaborate effectively with the Coaching and Sales departments. • Participate in daily CSM meetings (M-F). • Participate in daily coaching meetings to discuss client blockers and wins. • Attend 1-on-1 meetings with the manager Performance Monitoring & Reporting: • Audit and provide feedback on clients' YouTube efforts. • Maintain detailed client notes and records in ClickUp. • Achieve a minimum 15%+ client ascension rate. • Maintain a Refund/Cancellation KPI below 7%. • Maintain clean ClickUp notes per client • Gathering as many Trustpilot reviews and testimonial/interview videos as possible. Qualifications: • 1-3 years experience in Youtube and/or online business industry • At least 1 year of experience in client facing roles • High level of confidence and experience in building and maintaining strong relationships with customers • Ability to work under high stress and pressing deadlines • Able to handle difficult conversations regarding upset customers and de-escalate those situations • Able to work M-F 9AM-5PM EST/PST; Must be flexible and able to work additional hours/weekends/holidays if the situation needs it • Comfortable with sales and willing to meet with clients for 30+ hours per week. • Knowledge of appointment setting and/or online sales or a strong willingness to learn. Disqualifies: • Primary motivation is for flexibility and travel freedom only. • Unwillingness to commit to a 50-60+ hour work week when business needs require it. • Lack of interest in continuous training and improvement of sales and communication skills. • Inability to accept feedback. • Inability to maintain the professional standards for client interactions. • Virtual backgrounds are not permitted for client calls. • Low status presentation • Negative vibe/Not agreeable and not able to motivate people • Inability to hold clients accountable in a professional/smooth way Reports to: Director of Customer Success - Wiktor Remote Scorecard for the CSM: • Vision for this role: • The top performer would be able to meet with a lot of clients, they would really like him and respect him by asking to speak mostly to him and more than 20% of them would ascend to higher level program • Single sentence filter: • If this person could activate clients to post 10 YouTube videos using our process within a month and set them for ascension, they are a fit • Candidate profile: • This is a meeting and nurture role, this person needs to believe in the clients more than they believe in themselves. • They need to have a passion for the YouTube or Online industry. They need to have some work that they can prove this passion with. • The most we could pay for this role would be 12k/month if they would also do the closing calls for the ascension. • The best part about this role • You get to see a lot of volume of YouTube videos and be able to spot patterns • 3 skills • YouTube • Sales • Being organized