Client Success Associate

With Hearts of Gold, we’re here to deliver real results–whether that’s creating a thriving workplace or helping our clients achieve their wildest goals. This is how we all win.  We prioritize people–our team and our clients–above all else, fostering a culture of trust, celebration, respect, and collaboration.   We’re driven to make an impact and share feedback with care, in pursuit of constant development.  When people thrive, success follows.

We move fast with clarity and intention, balancing speed with focus to maintain momentum to achieve impact and results.  We don’t just take action for the sake of taking action, we do it with intended impact.  We are more than just busy.  We are productive and purposeful.

Numbers know almost all of the story.  We love and use data to make data-driven decisions above all else, ensuring we use statistically significant data before making a call.  We know this is the way to make smart, measured decisions.

Taking calculated risks is part of the game, and we are all solution-makers when we see something that needs to be fixed.  When we encounter hardship, we take full ownership of outcomes without blaming others, find a way to overcome, and document our learning so we avoid doing it again in the future.

No matter the challenge, we stay focused and positive, knowing we can always find a way forward.  We don’t give up when things get tough; optimism and positivity keeps us energized and solution-focused.  We turn obstacles into opportunities and setbacks into comebacks.

The Client Success Associate will play a critical role in ensuring quality client support, community engagement, and administrative efficiency. The ideal candidate is detail-oriented, highly organized, and proactive in assisting clients, managing communications, and handling administrative tasks.

The Client Success Associate will be successful in this role by achieving the following key outcomes:

• Client Support: Respond to helpdesk tickets within 24 hours and label requests accurately and promptly, ensuring a positive client experience.
• Community Management: Manage and moderate the Facebook Group by approving/declining incoming requests and engaging with posts to foster community engagement within 24 hours. 
• Coaching Support: Post coaching call reminders, upload session recordings, assist in live sessions, and provide administrative support to coaches.
• Client Success Updates: Share wins and maintain coaching call records.
• Administrative Support: Support administrative tasks by updating LinkedIn and resume files, tracking submissions, managing Dripify tasks, and sending follow-ups to ensure operational efficiency within the SLA.

The Client Success Associate must demonstrate the following key competencies to excel in this role:

• Customer-Centric Mindset: Proactively ensures a great client experience through clear communication and problem-solving.
• Attention to Detail: Accurately labels tickets, updates records, and follows up on assigned tasks without supervision.
• Proactivity & Initiative: Identifies ways to enhance processes, improve client engagement, and increase efficiency.
• Tech-Savvy & Quick Learner: Proficient in Google Drive, Airtable, Dripify, Chatgpt and other client management tools.
• Strong Communication Skills: Able to write clear, professional, and empathetic responses to clients.
• Time Management & Organization: Capable of juggling multiple priorities while meeting deadlines.
• Problem-Solving Ability: Can assess client inquiries and take appropriate action or escalate when necessary.
• Results-Driven: Focused on achieving key performance metrics, exceeding client expectations, and contributing to business growth.

• Experience: 1-3 years of experience in customer service, virtual assistance, or client success roles.
• Technical Skills: Familiarity with ticketing systems, CRM tools, and email management platforms and use of Chatgpt.
• Soft Skills: Strong interpersonal and written communication skills.
• Availability: Be able to work in PST
• Work Environment: Must have a reliable internet connection and a quiet, professional workspace.
• Fluency: C1/C2 English