Client Success Coordinator at Paul Gough Media – Hartlepool
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About This Position
Who Are We?
We are a rapidly growing marketing training and full-service marketing agency with offices in Hartlepool and Celebration, Orlando. We work with healthcare businesses from around the world, including the UK, USA, Canada, and Australia, helping them build and grow thriving businesses.
Our founder, Paul Gough, is a 4x Amazon Best-Selling Author, an Instagram Verified Influencer, and a former professional football Physical Therapist. Having built his own highly successful physiotherapy business from scratch, Paul now shares his expertise in marketing and business growth with practice owners worldwide.
As part of our team, you’ll play a crucial role in ensuring our operations run smoothly and efficiently, collaborating with teams in both our UK and US offices. There may even be opportunities to travel to Orlando and around the USA.
What You’ll Do
Customer Support: Deliver outstanding service to clients, ensuring their needs are met efficiently and professionally.
Calendar Management: Coordinate and manage call bookings for our business coaches, ensuring seamless scheduling and communication.
Fulfilment Coordination: Oversee the timely delivery of books, information packs, and other resources to clients.
Client Engagement: Proactively reach out to clients before and after events or coaching sessions to ensure satisfaction and ongoing support.
Process & System Audits: Conduct regular audits of client subscriptions and program memberships to ensure accuracy and retention.
Operational Support: Identify and address potential risks, implementing solutions and providing weekly updates to the leadership team.
Administrative Assistance: Support the Mastermind and PhysioFunnels Teams with follow-ups, client check-ins, and other operational tasks.
Key Results/Outcomes for Success
Respond to all client inquiries within 24-48 hours.
Ensure accurate and efficient calendar management for business coaches.
Maintain timely and seamless fulfilment of client materials.
Conduct proactive outreach and follow-ups to support client success.
Identify and communicate risks with actionable solutions weekly.
Maintain a client retention rate of >98% within the program.
What We’re Looking For
Exceptional Organisation: Ability to manage multiple tasks, deadlines, and priorities efficiently.
Strong Attention to Detail: A meticulous approach to processes, compliance, and client communications.
Proactive Problem-Solving: Forward-thinking in identifying challenges and implementing solutions.
Excellent Communication: Clear, professional, and friendly interaction with clients and internal teams.
Experience in Coordination: Background in operations, administration, or project management is highly desirable.
Tech-Savvy: Comfortable using scheduling tools, CRM software, and other business platforms.
Why Join Us?
Work in a vibrant, fast-paced office environment in Hartlepool, UK.
Be part of a collaborative team with opportunities to work across our UK and US offices.
Gain exposure to industry-leading business coaching and marketing strategies.
Opportunity for professional growth and career development.
Competitive salary with the chance to make a meaningful impact on client success.
Location: Hartlepool, UK
Employment Type: Full-Time (10:30-18:30, Monday-Friday)
If you're a highly organised and customer-focused individual who thrives in a dynamic environment, we’d love to hear from you! Apply now and become a key part of our team! 🚀