Customer Success Coach

**Customer Success Coach** **SUMMARY:** The Customer Success Coach is to coordinate tailored language learning programs to support professionals and their families; to engage, coach, and increase utilization among our customers. Also providing support and top-notch customer service experience for all our customers. **RESPONSIBILITIES:** - Drive a high level of customer and client satisfaction while managing large caseloads - Cultivate and manage positive client relationships with corporate relocation management companies to ensure Global LT as the preferred language training supplier - Counsel customers on authorized relocation benefits provided by their employer - Manage all activities, including those performed by third party suppliers related to the transfer process. - Lead point of contact and coordination for all assignment components – including internal and external points of need. - Carry out the pre-assignment briefing and orientation with the authorized participant on the client’s policy and/or benefit. Need to be comfortable on the phone talking to many different level employees. - Provide continuing coaching and support to clients and participants maintaining regular contact throughout the assignment. - Build productive and effective relationships with clients, participants and direct suppliers as well as within Global LT. - Maintain data integrity, including updating Global LT’s database, providing the required data to produce ongoing status reports. - Initiate customer satisfaction surveys when client policy allows. - Undertake other tasks as required - Adhere to Global LT’s Standards of Excellence in all aspects of the assignment process. - Meet company metrics for customer satisfaction, utilization, responsiveness and company goals. **EDUCATION AND/OR EXPERIENCE:** - Proficiency in English is required - Sales experience would be an asset but not required - Bilingual in English and at least one other language **QUALIFICATIONS:** - Proficient with PC and Microsoft Office such as Word, Excel, PowerPoint, Outlook - Must have strong organizations skills and be detail-oriented and organized, methodical with an analytical approach to work - Ability to deal with multitasking under continuous high-pressure situations - Excellent written and communication skills - The ability to communicate clearly and professionally - Strong customer service focus - Work well within a team with good trouble-shooting and conflict management skills - Shows initiative and creativity; be self-motivated - The ability to upsell products ****