Headquarters: Toronto
URL: http://clientnurturesystem.com
With over 25 clients, Adam’s time is maxed out.
Adam (Founder) is currently handling all client meetings alongside managing sales, our backend staff, and strategic partner relationships
We promise our clients that their 10+ year touchpoint system will be setup in 6 months and due to capacity constraints, it’s taking 8-10 months which is costing us money and time
In order to deliver on our promise, we need an account manager to handle meetings and stay on top of collecting data needed from clients (Think CRM lists, Birthday information, closing dates and more)
Clients are unaware that an automation is texting them so it’s vital that each touchpoint text looks like the realtor wrote it just for them specifically. However, this takes time and 1 on 1 meetings
In order for our clients to see the full benefits of our program, we sit them down and customize the touchpoints with them. This helps the text message feel like it is in their voice. Example: (Mr. client, here are 5 templates to write a birthday message, how would you write it specifically to your clients? What emoji’s? How do you text clients right now? any photos? etc.)
Our clients are super friendly and looove to talk in meetings! This is great! But we also need to keep them on track to finish their project in time
Due to capacity, we have occasionally dropped the ball on client launches (Forgot to include contacts, sent to the wrong people, fathers day message sent to mothers etc.)
In addition, our processes aren’t perfect. There is room for improvement in how we manage our client projects (Email sent to clients before meetings summarising what is to be accomplished, organising our meetings better, and letting the clients know which stage we are at in their project)
There is also room for improvement on how we manage our backend staff in order to hit deadlines (If there is a meeting on Tuesday, were all the items required for the meeting completed by Josh? (One of our backend rockstars) Were they completed properly?
Occasionally clients need to reschedule meetings due to a conflict. We have backend processes that automatically remind our clients via text when a meeting is upcoming which solves 80% of attendance issues, but this does occur.
We use a visual system for meetings shown here https://ibb.co/L10Vzd4 (whimsical.com) This shows the clients which stage in their project they are currently at. This also helps guide us on which items we are covering that day. Due to capacity, we are sometimes reviewing what is to be covered in the meeting as close as 1 hour before the meeting. This is a problem because if there are items that were missed by the backend staff, it results in a less effective meeting and more meetings than necessary. We should prepare each client’s Whimsical ideally 2 days before.
Adam is not a trained account manager. There are holes in our processes which can be improved and he would be looking for suggestions on how to improve. You would be given free reign in your role!
We are a small team. You will be given absolute freedom on how you like to structure your day (mid day exercise and breaks are important!) but you must understand this will not be a “phone it in” position. We move fast and you will be the most crucial member of our team! Adam will also be working in direct contact with you.
Problems and frustrations with last AM
Our previous account manager promised they would take care of all our issues, but in practice, she was unorganized, didn’t update clients accordingly, dropped the ball on when launches were to be scheduled and some other issues described below.
Internally, she simply followed our current process and didn’t provide suggestions for improvement
She had a tough time dealing with clients taking her off track in meetings (Drags meetings on)
She was dropping the ball on missing client launches. Clients got upset. She needed to better organize and schedule launches.
She wasn’t great at staying on top of backend staff for deliverables needed (She would show up to meetings where clients expected that an item was complete when in reality, these items were not, at which point we had to backpedal and apologize)
She required alot of direction from Adam on basic items like how to structure an email to clients. This is after months of direction and templates EG (Hey {Client} It was great meeting today! Here is what we accomplished ___ Before next meeting we need ___ items. Looking forward to seeing you at ___ date)
Issues with the tech, even after giving her dedicated time to learn basic items
DO NOT APPLY IF
You are not a friendly people person with a positive attitude. You may be doing upwards of 5 zoom calls a day with different clients.
You are unorganized and not detail oriented. One small error in a client launch can cause hundreds of texts sent out to the wrong people.
You aren’t looking to grow in your role and manage a team. As we continue to scale, I will hire you an assistant of your choice so you can focus exclusively on the client relationship and customizing the touchpoints with clients.
Our training Process
Adam doesn’t expect you to dive head first into meetings right away. In addition, he will make sure that you can build rapport and get to meet our clients before a portion are handed off to you.
Here is how we will ease you into our processes:
Come to all client meetings that Adam runs
Get introduced to clients
Prep before and after the meetings in whimsical
Coordinate with backend team
Handle old “legacy” clients and easy meetings with clearly defined deliverables
Handle all inbound emails from clients
Regular meetings with the backend team for deliverables
Handle most meetings with Adam handling the highest level clients
Providing feedback to improve existing processes and take initiative
Take on 90% of meetings while handling all deliverables
Reporting to Adam with quick 15 min zoom check-ins
Client Gifting
Handle all assigned clients with Adam handling our highest level clients
Biweekly reporting with Adam
Rough overview of the role:
Before Meeting (10 Minutes)
Team Deliverables
Double check and ensure that the team prepared all items properly
Whimsical
Ensure items to be discussed are prepared in advance (In order from beginning to end)
Ensure the roadmap is up to date and presentable
Double check all items are in order
During Meeting (1 Hour)
Greeting over zoom and answer any questions (Max 5-10 minutes)
Start with calendar to show timelines, discuss what we are going over in meeting and why it’s important for the project
Finish each whimsical item 1 by 1 (Making notes in whimsical or Clickup as you go)
Customize text wording with client and launch flows
Book the next meeting live on the call
If items are needed from client, immediately fill out the homework SMS automation to send auto reminders to clients about homework items we need from them
Post Meeting (15 Mins)
Immediately assign items to be completed by backend team (Loom videos if necessary)
Email the client with any items needed for homework (if applicable)
Client Variables
Clients can take us off track. Keep them on track and either deal with inquiry immediately, or make a note to address later
If the client asks something you are unsure about, let them know we will get back by next meeting or via email
If they go off track about personal things, that’s fine just let them know you have another meeting coming up
Sales Tool Pro
Clickup
Whimsical
Google Sheets/Excel
Friendly upbeat attitude! 🤗
Client meeting & project management
(Pre-Meeting) Ensure that all meeting items are prepared in Whimsical software 📝
(During-Meeting) Customize all touchpoints and review deliverables with client
(Post-meeting) Assign tasks to the team 🖥️
Solve and respond to email inquiries
Noticing inefficiencies in current processes and suggesting improvements
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