Premium Product Coach I
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About The Position
As a Premium Product Coach at Dow Jones, you will play a crucial role in providing personalized coaching and support to customers utilizing all Investor's Business Daily (IBD) premium products. Your primary objective will be to ensure that clients maximize the value of their investment and achieve their desired outcomes. This involves working closely with clients to understand their goals, addressing their concerns, and providing expert guidance to enhance their experience with our premium products, including Marketswitch, Leaderboard, and Swing Trader. You will be based in our Los Angeles, California office and report directly to the Senior Manager, Premium Product. In this role, you will deliver individualized and white-glove customer service, ensuring that customers fully understand the features, benefits, and usage of our premium products. You will conduct one-on-one coaching sessions to help clients overcome challenges, optimize product usage, and achieve their financial goals. Additionally, you will provide active support for clients on trials of IBD products, aiming to convert these trials into paid subscriptions through phone, email, and Zoom coaching sessions. A generous commission-based incentive program is available for successful conversions. Your responsibilities will also include developing a deep understanding of premium products, conducting thorough assessments of customer needs, and tailoring coaching strategies accordingly. You will address any issues or concerns raised by customers promptly, ensuring a high level of satisfaction and retention. Sharing insights, tips, and best practices related to premium products through various channels, such as workshops and webinars, will be essential. Building strong, long-lasting relationships with customers by demonstrating professionalism and empathy will be key to your success in this role. You will also solicit feedback from customers to continuously improve coaching services and enhance the overall customer experience. Additionally, you will be expected to create and present content related to the stock market and our products via webinars, as well as provide technical support for browser issues and technical bugs.
