Client Success Specialist

CLIENT SUMMARY

C12 is the nation’s largest network of Christian CEOs, business owners, and executives. Located in major metro areas across the United States, they are the leader in the movement of God in and through the marketplace.

C12 Business Forums serves businesses with 10 to 10,000+ employees. For three decades, the focus of C12 has been to create a framework that compels and equips Christian business leaders to achieve excellence.

They do this by connecting together like-minded peers. C12 isn’t a business bible study or a Christian business networking group, it’s an architected environment for transformation.

C12 helps CEOs and executives of growth-stage companies calibrate the entirety of their businesses through their signature 5-Point Alignment Matrix continually evaluating and aligning revenue growth strategies, financial stewardship, cultural development, and operations within a framework of Business as a Ministry (BaaM).

Their rigorous, interactive curriculum empowers C12 members to lean into challenges and leverage the opportunities of today’s marketplace.

POSITION OBJECTIVE

The Client Success Leader stewards the mission of C12 by leading the help desk support, training new chairs, and coordinating projects across the department.

The position reports directly to the Director of Corporate Operations.

The ideal candidate for this role is a problem-solving, technology-oriented, people-person who ensures that C12 Headquarters Staff, Chairs, and Members get the answers and materials they need to succeed.

This role will be responsible for supporting current C12 Chairs and Members by answering tactical questions through phone and email.

They will also assist in training new Chairs on any necessary technology and supporting the C12 Headquarters team. Various projects and departmental responsibilities will also be given to this individual as well.

This person will be intentionally developed to grow within C12 and long term, this person could step into a management or leadership role.

POSITION RESPONSIBILITIES

Support :

• Responsible for partnering with Chairs to ensure their success and provide a high-quality experience for their members.
• Supports the mission of each franchise by offering consultative tactical support.
• Takes a leadership role in managing the inbound ticketing system.

C12HQ & New Chair Equipping :

• Works closely with the Director of Corporate Operations to identify the needs of C12HQ Staff.
• Develops and executes strategies to fulfill these needs.
• Trains new C12 Chairs and Staff on technology stacks and provides best practices.

Departmental Coordination :

• Cross-trains with each member of the Corporate Operations team to support their function in their absence.
• Keeps the department coordinated, especially through maintaining documentation and facilitating departmental L10 meetings.
• Responsible for project management of projects owned by Corporate Operations.

SKILLS & EXPERIENCE NEEDED

• Bachelor’s degree required
• 3+ years of experience
• Excellent written and verbal communication skills
• Consultative and tactical support abilities
• Training and development proficiency
• Project management expertise
• Adaptability to changing environments
• Technical proficiency in relevant software
• Cross-functional collaboration abilities
• Problem-solving capabilities
• Fast paced but attentive to detail
• Experience in operations management or similar roles

KEY CHARACTERISTICS

CALLED : A strong sense of passion for our mission and a real sense of this role and company being a great fit for the gifts, talents, passions, and experiences with which God has entrusted this person.

Mission-motivated and a resolve to overcome anchored in a sense of purpose in the work.

• SERVANT LEADERSHIP : Nobody is above any task, and we are all here to serve others. Every customer internal or external is in need of help, and the most powerful way to lead will be to serve at a high level.
• LEARNING and ADAPTIVE : In a small business with a big mission and one that is scaling up rapidly, new systems, technology, and situations will be normal.

This person must have an appetite for learning and adapting to the status quo changing throughout the year.

CUSTOMER SERVICE : Every phone call and Email is not a distraction they are the mission! We’re in the people business, so every interaction matters and either communicates our mission and values or dilutes it.

We serve a network of CEOs and executives, so the bar is set high!

GRIT, DETERMINATION, and RESOURCEFULNESS : Not everything will have a pre-planned solution. This person will have to be resourceful in figuring things out, able to resist being overwhelmed, and willing to roll up their sleeves until they make it work.

Whether it’s looping in other people, finding tools online, or seeking out best practices, this person will have to have an open mind and good resolve.

ORGANIZATIONAL SKILLS : We serve a God of order and beauty but live in a world of chaos and confusion. This person will have the opportunity to help bring the Kingdom of God to the office by being a constant organizational force.

This will require a capacity for seeing patterns, discerning better processes, and prioritizing and systemizing for improved outcomes

HIGH CHARACTER : We operate with a high trust culture. We must operate out of personal values and integrity or this will not work.

Integrity, honesty, compassion, reconciliation, and diligence are all things this person must possess to flourish here.

• ENERGY & ENTHUSIASM : This person must bring the joy and passion for work to the job. Spurring one another on in the work, being self-motivated to see the positive, and encouraging others on the mission is essential.
30+ days ago