Client Success Coordinator

Client Success Coordinator 

WHO WE ARE

FitPros is a national health and fitness company that brings wellness services directly to large and medium-sized companies all over the U.S. We organize and facilitate the gamut of activities that allow us to impact a company’s total population. We create custom solutions to improve people’s health, happiness, and commitment to their employer.

Our mission is to inspire others to uncover their highest health potential by motivating health and happiness through physical movement and mindful education.

YOUR ROLE

We’re seeking a motivated Client Success Coordinator who’s passionate about helping people find health and happiness while contributing to FitPros business growth. This position is built for someone with a killer work ethic and who is capable of following through with projects without hand-holding. The person who fills this role must be well organized and can handle many projects and personalities at one time. 

Not only will you be a cornerstone for our internal team, but you will also be in constant communication with our clients and contractors. In this role, you will have two primary responsibilities – communicating with our clients to ensure their program goes off without a hitch and leading the coordination of our marketing efforts with the support of our design team and interns.

WHAT YOU’LL DO

• Implement the company’s wellness program after the Wellbeing Manager secures the deal which will include but not be limited to (creating event tickets, ASANA project, gathering missing details, and coordinating any changes to a program)

• Remain in constant communication (both via email and a regular cadence of calls) with the client throughout their program to ensure its success

• Proofread and ensure all materials are perfect before sending them to the client 

• Measure the success of a program through attendance metrics and feedback and report/discuss this information with the client

• Order materials for client purchased Care Packages

• Send e-gift cards and care packages on behalf of a Client

• Attend virtual and onsite Wellness Events, Health Talks, and Fitness Classes on a regular cadence to ensure FitPros culture and quality of service is delivered 

• With Employee Experience Manager support FitPros event coordination:

• Work onsite Health Fairs around the country to ensure employee engagement and a fun event

• Prepare content for event flyers (i.e. announcement, Wellness Passport, and floor plan)

• Assist in keeping our internal operations streamlined, including our CRM and Calendar Invitations that are the foundation to ensure business operations run smoothly to meet customer expectations and company goals

• Coordinate event logistics (renting tables, outreach to vendors, health carrier coordination)

• Own our Marketing Calendar by strategizing themes and dates of our newsletters, social media, sales campaigns, etc.

• Assemble themes, photos, and content for the monthly newsletter 

• Ensure social media outlets are posted at least 3 days a week

• Write or curate at least 4 blogs a month to support SEO efforts

• Conduct keyword/ competitor research, monitor keyword rankings using SEO tools. You do not need to be an expert as this will not be a focus, but you should have a pulse on how we’re doing

• Actively look into PR opportunities, awards, and speaking engagements 

• Maintain the calendar of potential HR events for which we should consider sponsoring a booth to attain new business

• Stay up-to-date on industry news and trends. You and the Internet will be spending a lot of time together

• Collaborate cross-functionally with Design, Operations, Sales, and Marketing to advocate for clients and drive successful adoption of FitPros programs as well as support the creation and implementation of new program solutions

• Work closely with our Operations team to support strong relationships with key contacts in the wellness community in the interest of growing and improving our FitPros’ Roster

REQUIREMENTS

• 2 years in customer service, ideally in the HR, health, or insurance space

• 2 years experience ideating, writing, and implementing marketing plans

• The ideal candidate has an intimate understanding of the needs of a corporate benefits team (our clients)

• Maintain a flexible workstyle and responsive communications to ensure the highest level of service for client’s needs and communicating with their corporate support team 

• Excitement for tackling and building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement

• Polished communication style with a high EQ, strong interpersonal and relationship-building skills

• Proven track record of success with account management with a focus on how to market to our ideal customer

• Ability to lead strategic projects on time that are presented to high-profile clientele 

• Thrive in a rapidly changing environment, and successfully manage multiple projects and personalities with a balance of thoughtful urgency and respect

• Wizard with technology using tools such as Asana for project management, and HubSpot for CRM

• Experience and comfort using data to share insights and make actionable recommendations

• A sincere interest in and empathy for your clients and co-workers

• Have a knack for finding a good deal (for Care Packages purchases) that are high-quality

• Passion for our mission and understanding of the wellbeing/benefits space

• Intellectually curious, a fast learner who is self-motivated, a strong communicator, and passionate about health