Lead Client Relationship Manager

6 months ago

Johannesburg, South Africa Connections in Mind Full time

**Overview**:
Connections in Mind is a remote-based pioneering community interest company offering evidence-based coaching programmes to support children and adults with executive function related organisational, learning, and emotional challenges. Our programmes are delivered by our freelance coaches with backgrounds in psychology, education, and coaching, and we pride ourselves on offering a bespoke support service to our clients. This is enhanced by a unique training, supervision and management programme that ensures excellent and consistent standards of coaching across the organisation.

**The role**:
We are looking for an experienced, professional with extensive psychological knowledge to be the point person for our clients’ journey as well as the lead for supporting parents of our child and adolescent clients. You will lead the client relationship management team to ensure that our clients receive the best possible service from the company.

Your time will be split between talking to new clients about their challenges, matching them with a coach, setting up the coaching relationship, identifying and finding solutions to client service delivery challenges; supporting parents through their child’s coaching journey, including referring parents to our other internal services; ensuring company record keeping is fully up to date; and assisting with the overflow of sales calls from inception until they’ve signed up to one of our coaching programmes. This role presents an excellent opportunity to grow within a friendly and supportive remote team environment in a trailblazing field. To support this role, an Administrative Assistant reports to all the RMs, and assists with administrative duties related to the above.

**Who are you?**

We imagine you are an experienced professional (especially within the field of executive functioning and psychology) with the ability to form relationships quickly, along with excellent communication and empathy skills. Ideally you will have previous experience working with adults and parents through executive functioning challenges and have great mediation skills. You will be a good problem solver, with a growth mindset, and love supporting people. You are adept at working with technology to help you work more efficiently and give you insights into trends within your work. You are self-motivated and get excited about collaborating with a small but passionate team who, together, strive to make the world a better place. You are process orientated, have meticulous attention to detail and enjoy identifying and solving problems.

**Responsibilities**:

- Conducting intake calls with clients and their parents
- Build relationships with new and existing clients
- Manage the entire client journey on Insightly CRM platform
- Oversee the administrative processes in setting up and maintaining client accounts
- Identify coaching recruitment needs
- Gaining feedback from parents and clients to inform our service delivery
- Oversee coach profiles and administration
- Act as point of contact between clients and coaches for complaints and escalate issues appropriately
- Act as a point of contact between coaches and coach supervisors to address client and coaching related issues, and escalate these issues appropriately
- Help sales team up-sell or cross-sell services and products
- Ensure both the company and clients adhere to contract terms
- Set sales and revenue targets and work diligently to meet them
- Collaborate with internal teams (including operations, marketing, etc.) to address clients’ needs

**Required**:

- BSc/BA Honours / Masters in Psychology (non-negotiable)
- Evidence of counseling experience, as well as managerial, interpersonal and conflict management skills
- Background in psychology or educational psychology essential
- Knowledge of customer service functions is beneficial
- Confidence in calling and speaking with clients; in particular, ease working with high net-worth individuals
- Experience tracking KPIs (e.g. customer satisfaction)
- Proficient in online systems (e.g. MS Office, Google Drive, video conferencing) and with working knowledge of CRM platforms (e.g. Insightly)
- A customer-oriented attitude
- Excellent written and spoken communication and negotiation skills within and across all levels of client and internal organisational relationships
- Empathetic and self-reflective
- Passionate about helping people with their executive functions and neurodiversity related challenges
- Strong problem-solving aptitude and upholds a growth mindset
- Excellent organisational and time management skills
- Ability to be flexible and switch between multiple responsibilities and demands within the role, and perform these tasks efficiently
- Ability to work well with a team
- Experience with listening to, understanding and responding to people’s mental health and learning-based challenges

**Desirable**:

- Business Administration, Marketing, or a related background/kno

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