Client Success Manager

Job Description

Big League Performance + Rehab is looking for an outgoing, organized, and relationship-driven  Client Success Coordinator to join our team in Washington, DC for this hybrid in-person/remote role.

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We’re a performance-based physical therapy practice that works with active adults and athletes who want to get out of pain, stay active, and perform at a high level. We pride ourselves on providing an experience that feels different from the traditional healthcare setting—and that experience starts well before a client ever walks through our doors.

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The Role\n

As our Client Success Coordinator, you’ll often be the  first interaction someone has with Big League .

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Your primary responsibility is to help prospective clients navigate the process of getting started with us. You’ll answer incoming calls, follow up with people who have expressed interest in working with us, conduct Discovery Calls, answer questions, and ultimately help the right people take the next step by scheduling an Initial Evaluation.

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This is part customer service, part sales, and part hospitality.

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We’re not looking for someone to read from a script or pressure people into scheduling. We want someone who is genuinely curious about people, comfortable having conversations, and confident helping someone make a decision.

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What You'll Do\n

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• Answer incoming calls, texts, emails, and voicemails
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• Conduct Discovery Calls with prospective clients
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• Follow up with warm leads and previous inquiries
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• Convert qualified prospective clients into scheduled Initial Evaluations
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• Manage and update our lead pipeline in HubSpot
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• Assist existing clients with scheduling and rescheduling
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• Support intake paperwork, payments, and other front-office responsibilities
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• Help ensure that no prospective or existing client falls through the cracks
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• Create a welcoming, professional and memorable experience during every interaction
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Who We're Looking For\n

You do  not need previous physical therapy or healthcare experience.

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We'd love to meet someone who has worked in  boutique fitness, hospitality, membership sales, customer service, wellness, or another relationship-driven environment.

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You'll likely thrive in this position if you:

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• Love talking to people and building relationships
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• Are comfortable picking up the phone and starting a conversation
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• Are confident without being pushy
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• Enjoy working toward measurable goals
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• Are highly organized and follow through on what you say you'll do
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• Can manage several conversations and priorities at once
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• Take coaching well and want to improve
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• Notice the small details that can turn good customer service into a great experience
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• Bring positive energy to the people around you
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Why Big League?\n

We're building something different from the traditional physical therapy clinic. Our goal is to create a community where athletes and active adults receive exceptional care, build long-term relationships with their providers, and actually enjoy coming to physical therapy. We're looking for someone who wants to help us raise the bar for what the client experience in healthcare can look like, and have some fun doing it.