The role

Leadfully—an SYPartners branded product—helps emerging leaders tap into their full potential via a combination of content, tools, events and advising services.

Our first, dedicated Client Success Manager will help onboard Leadfully Advisees—and stick with them throughout their journey with Leadfully to ensure that they get the most from the experience. The ideal person will bring a natural curiosity to people and their problems—and love quickly diagnosing the situation and aiding someone to find the right solution. Part matchmaker, part customer success, part therapist and coach, the Client Success Manager provides high touch service at scale.

Partnering closely with the VP & GM of Leadfully, along with other key SYPartners executives, you will be accountable for developing and managing relationships with individual Advisees as well as managing some larger accounts.

This is a part-time, remote role that offers flexibility of hours. The ideal candidate will be able to dedicate a few hours (during normal business times) every day, though those hours can be self-determined.

The work you’ll do

• Share Leadfully with all new Advisees—helping them understand the program and all of its benefits. You’ll need to be comfortable doing some soft selling.
• Champion the Advisee—understanding them and where they are at on their leadership journey, where they are struggling, the growth opportunities in front of them. You’ll need to be comfortable asking personal questions and digging into what makes someone tick.
• Match Advisees—leveraging the insights you generated about each individual to tap our Advisor network and facilitate the matching process
• Periodically check in with the Advisee through phone, email, and occasional surveys to ensure that the match is a success and that the Advisee is getting the most from the experience
• Troubleshoot if there are any issues between the Advisee and their Advisor
• Provide any relevant feedback to Advisors
• Methodically maintain Advisee records
• As our first dedicated Leadfully Advocate, you will help build out the Advocate function and shape processes

What makes you successful at SYP

• You demonstrate courage and optimism in the face of ambiguous challenges, for which there are no obvious answers.  
• You’re a natural storyteller who communicates clearly and compellingly—whether it’s through excellent writing and verbal skills, or visual design skills.
• You’re curious and passionate about business—the rhythms and dynamics that make it work, across a wide range of industries.
• You believe in the power of great design to bring ideas to life and mobilize people to do great things.
• You bring a fusion of systems thinking and creativity in your ability to generate original ideas, solve complex problems, and understand all the forces required to effect change.
• You love collaborating in teams of diverse talents and skills.
• You’re a voracious learner, using your time at SYP to build mastery around the skills you need in both your work and life.
• You lead with humanity and generosity. Your intent with all your work is to create positive impact—for your client, each other, SYPartners, and beyond.

Qualifications

• A proven background in customer service/customer success, ideally at digitally enabled, complex service organizations
• A high degree of empathy and emotional intelligence
• An ability to ask questions, actively listen, and synthesize insights to facilitate the matching process, relationship building, and solution finding
• Some experience leading teams and managing people (to enable you to understand an Advisee’s situation and speak from a place of experience)
• Attention to detail and a strong process and project management bent
• Excellent written and verbal communication skills
• Ability to self-manage and multi-task towards achieving goals
• Expert knowledge of Google office software