Role:

As a Client Success Manager for our Advisory Practice business, you will be responsible for delivering premier, onsite, white-glove experience to our Scaling Workshop and Advisory Practice clients. This role places you as the ‘face’ of the company, ensuring that our clients not only achieve the highest value from our services but also feel reassured and understood throughout their entire journey with us.

The Client Success Manager role will be required to work both onsite and virtually with clients on a regular basis, fostering strong relationships, anticipating client needs, and delivering personalized, world-class experiences The role requires a proactive and highly communicative, detail-oriented individual who can handle multiple client accounts, drive engagement, and ensure an exceptional client experience at every touchpoint. Additionally, a primary function of this position relies on communication with various internal departments, as well as the ability to collaborate cross-functionally in order to serve our Advisory Practice clients.

As a key representative of the Acquisition.com brand, you must embody our three core values through your work and relationship building with our clients and internal departments. These three core values are: Sincere Candor, Competitive Greatness, and Unimpeachable Character

This is a relationship-building, not transactional, role—your goal is to leave each Scaling Workshop and Advisory Practice client better than you found them and elevate their entire experience with us.

Responsibilities:

• Build and maintain strong relationships with Scaling Working and Advisory Practice clients, ensuring exceptional service and maximizing client value throughout their lifecycle
• Act as the primary point of contact onsite for all assigned Scaling Workshop and Advisory Practice clients during these events, liaising with Advisory, Events, Facilities and Sales teams to ensure the smoothest possible client experience
• Act as the primary point of contact onsite for all client escalations at Scaling Workshops and Advisory Practice events
• Successfully onboard all assigned Advisory Practice clients in a personalized and white-glove manner, ensuring they understand the full value of our services and how to optimize their experience before and after each workshop
• Interface and collaborate regularly with Advisory, Events and Program Management team(s) to ensure all customer journey expectations are being met and client experience is optimized
• Interface and collaborate regularly with Advisory, Events and Program Management and Sales team(s) to ensure all client information is accurate prior to each assigned event
• Respond to client inquiries swiftly and thoughtfully, providing clear and accurate solutions that address their concerns and deliver value
• Communicate regularly with Scaling Workshop and Advisory Practice clients via phone, email, and SMS with professionalism and empathy, ensuring all interactions reflect our core values and provide a personalized experience
• Advocate for clients within the company, communicating feedback and working to resolve issues effectively to maintain the highest levels of client satisfaction
• Proactively identify and address potential issues before they become concerns, maintaining a strong focus on client satisfaction and retention
• Ensure all assigned Advisory Practice clients are fully informed about upcoming workshops and services, answering any questions and creating excitement around their upcoming events
• Responsible for delivering against assigned Key Performance Indicators (KPIs)
• Facilitate timely resolutions with regular support from the Client Experience Associate team for client complaints, ensuring all escalations are handled with care and urgency
• Partner with the Sales team to identify upsell opportunities and facilitate client ascension to higher-value services
• Actively contribute to the development of Advisory Practice SOPs that enhance the overall client experience
• Assist in generating client testimonials, case studies, and referral opportunities to further build our brand

Results:

• Ensure a consistent NPS score of 70%+
• Achieve a Welcome Call CSAT score of 80%+
• Resolves Scaling Workshop & Advisory Practice onsite escalations within 24 hours of the incident
• Regularly hits onboarding and client touch-point KPIs to support internal retention rate goal for the Advisory Practice
• Regularly hits intake information and call scheduling KPIs to support internal NPS goal for the Advisory Practice
• Maintain regular communication with clients, including pre-event and renewal meetings
• Identifies and leverages upsell opportunities for Advisory Practice clients, contributing to client growth
• Ensure client communications consistently reflect the brand's empathetic, enthusiastic, and sincere tone
• Regularly facilitates WOW gifts, recovery gifts for Scaling workshop and Advisory Practice clients during or after onsite events

Requirements:

• 3-5 years of professional experience in a previous SaaS, events-based, hospitality client success or account management role, or other front-facing luxury guest management experience
• A genuine passion for helping clients achieve their goals and a customer-centric mindset
• Experience managing in-person client communications
• Able to navigate client escalations and pivot talk tracks to deescalate
• Strong client orientation focus with the desire to go above and beyond to create the best clients experience
• Able to self-direct and properly manage one’s time, strong sense of client ownership, urgency and autonomy with one’s work
• Experience in building and maintaining strong relationships with clients
• Some sales experience or experience upselling clients with success
• Excellent communication skills, both written and verbal
• Experience with CRM and ticketing systems such as Hubspot, SalesForce, Gorgias, ZenDesk, or HelpScout
• Experienced in Microsoft word and Excel, or Google Docs and Sheets
• Ability to analyze data and metrics to drive insights and make data-driven decision
• Ability to learn quickly and execute at a high level with speed
• Ability to collaborate effectively with internal teams and contribute to a positive team environment
• Able to make autonomous decisions of how to handle clients based on position training, company moral/values and set guidelines

Schedule:

• Able to work M-F onsite at the Acquisition.com Las Vegas headquarters with the goal of being available during all events PST (hours may vary)
• Must be flexible and able to work additional hours/weekends before workshop events/holidays if the situation warrants it

Location:

• Las Vegas, NV (Onsite)

Compensation:

• $123,500 - $152,000 annual salary + 10% bonus

Relocation Assistance:

• We know that great talent comes from all over, so we're here to help you make the move. For this role, we offer:
• IC-level positions: $5,000–$7,000 in relocation support (capped at $7,000).

Benefits:

• Flexible Time off Policy and Company-wide Holidays (including winter break)
• Health Insurance options including Medical, Dental, Vision
• 401k offering for Traditional and Roth accounts with an employer match
• Monthly wellness allowance
• State of the art gym for employee use at HQ

Acquisition.com Core Values

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.