Seli Strength is a first-of-its-kind virtual BFR (Blood Flow Restriction) personal training company dedicated to women's health and well-being through fitness. As a woman-owned and operated business, we take pride in our science-backed programming that delivers effective and safe results.

Our passion lies in making a meaningful difference in our clients' health and fitness journeys. We collaborate closely with physicians who trust us to support their patients with tailored fitness solutions. At Seli Strength, our commitment to excellence and client satisfaction drives us to continuously innovate and lead in the field of women's fitness. If you are a collaborative self-starter who thrives in an entrepreneurial environment and are passionate about health and fitness, we would love to talk!

The Customer Success Coordinator implements strategies and processes that deliver consistent customer satisfaction. The Customer Success Coordinator will facilitate a high level of customer satisfaction through outreach to customers in each phase of their membership cycle to support their goals and assist coaches. Through relationship building and support, the Customer Success Coordinator is responsible for supporting B2C sales. The Customer Success Coordinator will ensure that onboarding processes are precisely executed to build a strong customer relationship foundation. They will collaborate with staff across the organization to voice customer feedback and process and product improvement recommendations. This role is pivotal in ensuring our customers have an exceptional experience from their initial contact with us through their ongoing engagement, requiring excellent communication skills, as well as superior organization, and a knack for building strong relationships with customers.

Qualifications:

Proven experience in customer service or a customer success role.
Excellent written and verbal communication skills.
Strong organizational skills with attention to detail.
Some experience with Microsoft Excel and/or Google Sheets is required.
Familiarity with CRM systems and practices.
Ability to work independently and as part of a team.
A continuous improvement mindset and a desire to enhance processes and workflows.
Experience in managing email and SMS marketing campaigns is a plus.
Start-up experience is a plus.

Responsibilities:

Lead Management:
Identify customer leads from various sources such as webinar registrations, web inquiries, etc, and add to CRM spreadsheet/tool for tracking. Responsible for the accuracy of information with the CRM tool.
Conduct outbound contact with customer leads via email/phone, acting as a sales representative.
Customer Relationship Management:
Handle all inbound customer questions, (regarding the program, technology, shipping status, etc) either directly or by forwarding to the appropriate Coach.
Set up and add new members to text, email groups and calendar invites.
Communication and Engagement:
Send reminder calls or emails to facilitate the completion of health history questionnaires, coaching calls appointments, etc.
Manage updates to the website and calendar for events.
Compile email lists of current customers and leads as needed.
Perform customer email check-ins as an Assistant Coach to engage customers and gather feedback.
Organize and lead text communication of small groups / cohorts of clients as they start the intro programs.
Data Management:
Compile data from various sources (such as pre- and post-tests, questionnaires, testing, etc.) in a readable, trackable, and comparable format on Excel or Google Sheets.
Customer Retention:
Monitor attendance and video consumption, compile data for customer retention outreach.
Manage SMS groups for member communication.
Assist with the Seli Club retention program and gifts, including managing projects such as distributing Seli T-shirts to current members.
Build relationships with partners to better support the onboarding process for their client referrals.
Administrative/ Billing Support:
Follow up with members who have outstanding bills or equipment rentals.
Track payments and update credit card information as needed.
Additional Responsibilities
Assist with the coordination and execution of data collection for research purposes.
Undergo fitness training as recommended to understand the mechanics of the Seli Strength training program and equipment to answer customer questions.
Additional duties as assigned

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Customer Success Coordinator