Senior Client Success Manager

2 days ago

Pune, Maharashtra, India beBeeManagement Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

Job Title: Tier Manager

Job Description

The Tier Manager plays a pivotal role in driving business growth by delivering exceptional client experiences. This position requires a unique blend of coaching, performance improvement planning, and reporting expertise.

Key Responsibilities
  • Coach Relationship Management: Measure coach satisfaction through surveys, aiming for a 90% or higher target score.
  • Net Promoter Score (NPS) Analysis: Evaluate client loyalty and satisfaction by measuring the likelihood of recommending services to others, targeting a 90% or above NPS score.
  • Performance Improvement Planning: Implement PIPs for low-performing coaches, aiming for 100% implementation.
  • Improvement in Coach Performance: Measure percentage increase in performance metrics for coaches who have undergone PIPs, targeting a minimum 20% improvement within a specified timeframe.
Reporting and Communication
  • Timeliness of Reports: Measure the percentage of performance reports delivered to stakeholders on time, targeting a rate of 95% or higher.
Training and Development
  • Workshop Participation Rate: Monitor the percentage of coaches attending training sessions and workshops, aiming for at least 80% participation.
  • Post-Training Evaluation Score: Collect feedback from coaches after training sessions, targeting an average score of 4.5 out of 5 for training effectiveness.
Goal Setting and Progress Tracking
  • Goal Achievement Rate: Measure the percentage of coaches who meet their performance goals within the designated timeframe, targeting a rate of 75% or higher.
  • Progress Tracking Frequency: Track the number of progress check-ins conducted with coaches, aiming for at least one check-in per month for each coach.

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