Client Success Advisor

Job Description

POSITION SUMMARY

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Responsible for both the customer service experience and member retention efforts for the organization, the Client Success Advisor (CSA) seeks to ensure a World class service experience for all the constituents of the Vistage-inspired community. Based in our San Diego headquarters, this role will support our Vistage UK entity, functioning as the designated single point of contact for our UK Chairs and membership base.

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In addition to the essential duty of supporting Chairs, the CSA will also be measured on his/ her ability to re-engage those active members who are seeking membership alternatives and directing them accordingly, so a similar past work experience of applying empathetic, active listening skills with conflict resolution to address member ‘pain points’ while providing alternative solutions in order to keep the member satisfied, is critical.

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This position requires regular phone/email conversations with C-level clientele, including internal staff, so it requires considerable tact, discretion and persuasion in order to obtain willing action and consent from those involved. A keen understanding of the audience being supported, coupled with the ability to build and maintain significant and enduring business relationships is a must to be successful in this high impact role.

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THE COMPANY

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Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster and for SMB leaders to maximize their impact.

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The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 40 countries worldwide. These SMB executives spend a day or more with Vistage every month, immersing themselves in our comprehensive platform to become better leaders, make better decisions and achieve better results. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), as well as deep insights from subject matter experts.

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Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and relentlessly delivering value to our members. Our success is demonstrated by Vistage member companies growing 2.2 times faster than non-Vistage peer companies. Learn more about us at

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VISTAGE EMPLOYEE LIFE

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Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success:

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• Welcome to our home. Our US headquarters sits in the heart of San Diego’s UTC area. It features an open, modern aesthetic with lots of collaboration spaces and opportunities to interact with co-workers. We stay fueled up with free snacks and a weekly free lunch day, along with free lattes and nitro cold brew coffee on tap! From our San Diego base, we collaborate with colleagues based across the country and around the world.
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• We sweat the details. Our on-site gym is decked out with Peloton bikes and other top-tier fitness equipment to keep your workout challenging and fresh. Our campus also offers access to an additional gym, volleyball courts, and a scenic office park, perfect for getting in those midday steps!
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• We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within, and employee progression plans are complemented by all-staff development days held in our state-of-the-art learning center. Employees also have access to tons of individualized development resources and a generous tuition reimbursement program.
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• We invest in you. Our employee benefits program is one of the most generous you’ll find. Fully-paid healthcare is provided for employees through Aetna, along with access to dental, vision, and life insurance coverage available to employees at very low rates. Take care of your financial future with eligibility for 401(k) matching funds after your first month as an employee. Use the free individual investment counseling we provide to help you grow the money you’ve saved. You’ll also start with 16 days of paid time off + 12 paid holidays per year to allow you to relax and recharge. Employees receive additional annual paid days off based on tenure.
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• We keep it fun! Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour, or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules, along with the freedom to work from home three days per if you so choose! We value mutual respect and laughter . . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats!
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Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey?

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QUALIFICATIONS:

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To perform this job successfully, an individual must be able to conduct each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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• Able to engage top-level candidates (CEO, Key Executive, Small Business Owner) in candid conversations over the phone.
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• Works collaboratively with other team members to coordinate efforts, share best practices and capitalize on opportunities.
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• Works with field management to determine opportunities for market penetration.
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• Makes recommendations to Manager of Client Success regarding opportunities to maximize retention.
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• Serve as the ‘Corporate Advocate’ on-boarding new members of newly launched and existing Vistage peer groups, helping members during their tenure better leverage the Vistage program and conducting exit interviews to save pending member resignations.
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• Service Clients (Chairs, members, speakers) with a myriad of matters, including but not limited to support, problem solving, coaching, promoting Vistage initiatives, general technical support, accounting and membership, observing a 24 hour service level agreement.
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• Develop strong relationships within the Vistage community- including Chair, members, and internal departments in order to ensure open communication.
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• Attend as many team building activities, Employee Engagement/ Development Days, and any other invited Vistage community events; may occur outside of normal business hours.
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• Periodically attend group meetings, Vistage Conferences, and marketing events. This may involve travel local to San Diego and within the US.
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EDUCATION & EXPERIENCE

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• Strong customer service skills; ability to interact with C-level clientele.
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• Project management or business development background preferred.
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• Previous experience in solution selling/relationship selling to C-suite clients
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• 5+ years’ experience with inside phone sales/ consulting/ customer service
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• Strong understanding of Salesforce CRM tool (2+ years) preferred
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• Excellent verbal/written communication skills
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• Strong multi-tasking and organizational skills, with the ability to prioritize workload
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• Ability to diffuse potential conflict in a professional manner
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• Computer knowledge to include Windows, MS Office, Salesforce and Internet research
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• Working knowledge of basic accounting practices
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• Some travel within the U.S. is required
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• Previous experience supporting UK-based clients or working within the UK market is preferred, but not required.
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• Bachelor’s degree preferred
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TOTAL COMPENSATION RANGE

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The expected annual pay range for this position is $70,000 - $79,875. This range includes a target annual bonus equal to 6.5%. The salary provided reflects compensation for candidates based in San Diego, CA. Compensation will be determined based on the successful candidate's experience, qualifications, skills, and other job-related factors.

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JOB LOCATION

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Hybrid in San Diego; 3 days onsite, 2 days offsite.