ABOUT US
A. Leigh Solutions supports educational entities and leaders and teams across various sectors who are committed to building healthy, goal-oriented organizations.
They have collaborated with government entities, school districts, charter management organizations, nonprofits, foundations, and social impact enterprises to empower organizations and leaders to thrive and create a lasting impact on the communities they serve.
OUR VALUES
- Care: Ensure clients feel seen and supported through thoughtful touches and timely responses.
- Impact: Keep operational processes running smoothly so the team can focus on delivering results.
- Excellence: Maintain accuracy, professionalism, and attention to detail in all tasks.
- Joy: Approach interactions with warmth, humor, and positivity.
- Sustainability: Create and maintain systems that reduce rework and make operations efficient.
ABOUT THE ROLE
The Client Success Manager (CSM) plays a critical role in delivering an exceptional client experience from onboarding through ongoing engagement. This is a highly collaborative, client-facing role responsible for managing relationships, coordinating engagements, and ensuring all client deliverables are executed with excellence.
This individual will serve as a key point of contact for clients, support and occasionally lead client meetings, and ensure projects stay on track while maintaining a high standard of professionalism and organization.
This is a working manager-style role with both relationship management and execution responsibilities.
We are seeking a professional and systems-minded person who understands and values the services we provide and can deliver a first-class experience. This role requires strong communication, problem-solving, and organizational skills.
CORE AREAS OF RESPONSIBILITY
CLIENT RELATIONSHIP MANAGEMENT
- Manage timelines, deliverables, and milestones for all client projects from initiation to completion.
- Create client-facing materials
- Attend select client-facing meetings to ensure project alignment and follow up on action items.
- Build strong, trust-based relationships and ensure a high-touch client experience.
- Respond to client inquiries in a timely, professional manner.
- Anticipate client needs and proactively communicate updates.
- Prepare session materials, agendas, and decks in collaboration with the Principal Consultant.
- Order and coordinate the delivery of all client assessments (Clifton Strengths, the 6 Types of Working Genius, TKI, and MBTI) and materials.
- Maintain organized digital and physical storage systems for materials, templates, and resources.
- Track deadlines and ensure the team meets all commitments.
- Provide general project support for special initiatives and partnerships as needed.
- Order and track assessments for client sessions.
- Troubleshoot issues related to client assessments.
- Coordinate and mail client appreciation gifts.
INTERNAL COLLABORATION & OPERATIONS
- Keep clients informed about scheduling updates and meeting logistics.
- Maintain Mailchimp database of contacts.
- Maintain and optimize CRM systems for task and project tracking.
- Support operational processes, including file management, data entry, and vendor coordination.
- Handle confidential information with discretion and maintain professionalism in all interactions.
IMPACT AND SUCCESS INDICATORS
- All client projects run on schedule and within the agreed-upon scope.
- Materials are accurate, prepared in advance, and align with session goals.
- Communication with clients and the internal team is proactive, clear, and solutions-focused.
- Storage systems are up to date, making it easy for any team member to locate resources.
- The Principal Consultant and clients feel supported and confident in project execution.
- The Principal Consultant's calendar is well-organized, with minimal scheduling conflicts.
- Clients receive timely updates and clear communication on all scheduling matters.
- Click Up systems are accurate, up-to-date, and easy to navigate.
- Assessments and gifts are ordered and delivered on time.
- Administrative tasks are completed proactively, without the need for follow-up.
- Internal systems and records reflect consistency, clarity, and readiness for client review at any time.
JOB REQUIREMENTS
- Bachelor's degree in business, marketing, or related field
- Proven experience in customer service, project management or client management
- A minimum of 3 years in a client-facing role such as client support, account management, project management or operations.
- Excellent communication and interpersonal skills
- Able to multitask and prioritize efficiently
- Strong problem-solving and negotiation skills
- Tech savvy, high use of overall computers, and skilled in Microsoft Office 365 Suite
- Experience using a CRM, Google Suite, and AI tools.
JOB DETAILS
- This position is 100% remote and a full-time W2 role.
- The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.