Olga

As the creator of the Customer Success Management division of the company; I make sure that our clients achieve their goals with maximum commitment during their coaching period. Thus aligning clients´ and our own goals for mutually beneficial outcomes. Customer Success Manager seeks to strengthen the customer bond with the brand we take care of by creating positive customer relationships. Ensuring brand loyalty and client retention. Successful clients are our biggest indicator of our own success since this enables further business possibilities and generates even more sales at the end. Win-win situation, right?

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So how is this possible? In my opinion, a great Customer Success Manager needs to be a good listener and have a structured mind. To not only register the wishes and challenges of the client but also analyze the possible outcomes and come up with the best solution for each individual. They need to know the important KPIs for a particular field and be confident talking about it or giving strategic recommendations. Moreover, being open-minded and really knowing all the info products and coaching that are currently available or being produced; will ensure they are up-to-date with all the relevant data and can communicate possible changes to the technical or marketing team. Last but not least, it is required to have a strong character and not be carried away easily, since they have to deal with a wide variety of people. Sometimes, it is just crucial to be firm and straight forward – the clients rely on them at the end of the day and they need someone who will keep them accountable.

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I can confidently say that I am very good at all the mentioned points. I am very proud to see the results that our clients report because I know that I pushed them to get there. I am also happy to offer our clients further products or coaching that will help them achieve their goals even faster. Since July 2020, when I first developed into this role, I have sold 12 other programs to our happy and satisfied clients, generating 21.150€ net turnover. I receive achievement reports from our members on a regular basis and have received countless reviews for our coaching. We are able to use these reviews as sales and marketing material that add value to the company, generating even more revenue and… success!