Client Success Account Manager - Leadership Development & Executive Coaching

IMPACT Group•Chesterfield, MO

8d•Hybrid

About The Position

Manages Leadership Development and Executive Coaching accounts by providing high-quality, consultative service to existing and potential clients. Continuously builds rapport and establishes strong relationships with client stakeholders (e.g., HR, Talent/L&D leaders, and program sponsors) to ensure retention, satisfaction, and successful program outcomes while maximizing business opportunities. Maintains and leverages a broad knowledge base of IMPACT Group’s leadership development and executive coaching solutions, as well as systems and processes, to consistently exceed client expectations. Manages and prioritizes client requests and issues, coordinating across internal teams to deliver a seamless coaching experience.

Requirements

Bachelor’s degree in business management or related field.
Minimum three years in a customer service or account management role preferred; experience supporting leadership development and/or executive coaching programs is required.
Exhibits a high level of professionalism and a strong work ethic; highly motivated, detail-oriented and resourceful.
Responsive and client service oriented; consultative, solutions-focused approach.
Excellent time management and prioritization skills and ability to thrive in a changing environment.
Able to effectively deal with ambiguity and create needed structures, systems and processes.
Experience with CRM's such as Salesforce, Microsoft Dynamic, Salesloft or similar CRMs required.
Effective project management skills, able to influence others to meet deadlines across multiple stakeholders and timelines.
Understanding of organizational structures, cultures and decision-making processes.
Excellent interpersonal and critical thinking skills; able to communicate effectively with senior leaders/executives and HR/Talent stakeholders.
Must be an active listener as well as an articulate and adaptable communicator.
High discretion and sound judgment; ability to handle sensitive information appropriately.
Proficient using Internet, MS Office and email applications.

Nice To Haves

Candidates are preferred to reside in the St. Louis metro area.

Responsibilities

Serve as the day-to-day contact for Leadership Development and Executive Coaching client organizations/accounts, working closely with Sales and internal delivery teams.
Coordinate onboarding and kickoff activities for new coaching engagements and leadership development programs, confirming scope, timelines, stakeholders, and communication plans.
Support coaching engagement logistics, which may include coach matching coordination (as applicable), scheduling support, distribution of program materials, and tracking engagement milestones.
Lead sales efforts for coaching SMB qualified leads.
Handle questions and inquiries from clients and, as appropriate, coaching participants regarding program process, logistics, and available resources.
Research information and draw appropriate parties together (Sales, Coaching Delivery, Operations, coaches, and client stakeholders) to effectively resolve needs, questions, and escalations.
Monitor engagement health and utilization, identify risks (e.g., delayed starts, low participation, scheduling barriers), and escalate early to protect client experience and outcomes.
Prepare, update and distribute standard and ad hoc reports to clients, sales and leadership related to engagement status and program-level outcomes, while maintaining appropriate confidentiality boundaries in executive coaching.
Research client and account information (stakeholders, organizational context, goals, and preferences) to anticipate needs and support program success.
Help sales team prepare for quarterly business reviews and annual reviews with clients and may participate in review meetings.
Ensure client satisfaction by communicating and corresponding with clients, assisting with proposals/renewals, coordinating materials for presentations, and helping to create leadership development and executive coaching marketing packages.
Updates and maintains accurate client and engagement information in CRM system.
10-15% travel (St. Louis office and/or client sites).
Performs other duties as required.