Client Success Manager

Job DescriptionJob Description

BASICS:
• Schedule: Full-time, Monday to Friday, 8am to 5pm, 8-hour shifts
• Location: Murray, UT
• Pay: $21/hr during training period, $24 to $28+ /hr with commission, non-exempt (hourly), overtime eligible

JOB DESCRIPTION:
This may be one of the most interesting positions you will ever have working in a highly niched industry. This role mixes:
• traditional high-touch, one-on-one customer service responsibilities
• basic sales responsibilities, educating potential customers, matching customer needs with available services
• customer billing supervision, quoting, payment and refund management
• comprehensive understanding of customer legal agreements, enforcing contracts
• understanding government regulations, political influences, US diplomacy initiatives
• family dynamics, childhood development, parenting, child care
• English as a second language, culture shock, cultural differences, language misunderstandings
• assertive and creative problem resolution, family-centered social work related
• cultural exchange, travel, education, personal growth and development
Our business executes the daily operations of a federally regulated cultural exchange program which places young adults from around the world with American Host Families located across the country to provide child care services as a member of the family in exchange for experiencing life in the U.S.
Your role as a Placement Coordinator is to ensure our clients’ (Host Family and Au Pair) satisfaction, wellbeing, success and retention. This is a hybrid role supervising outside/remote customer service reps across the U.S. and working directly with clients. We are looking for someone with a positive attitude and an open and creative approach to problem solving.

BENEFITS:
• Medical and dental insurance
• 401K with matching (eligibility and vesting requirements apply)
• Paid time off (increases with years of service)
• Paid holidays (9 full days, up to 3 half-days)
• Flexible schedule including work-from-home opportunities (after qualifying years of service)
• Company sponsored meals, snacks, parties
• Newly upgraded office with full kitchen and breakroom, individual unisex bathrooms, shower, window views from all workspaces in an excellent location with easy I-15 and 215 freeway access and close proximity to eating/shopping/errands

RESPONSIBILITIES:
Manage full client lifecycle
• Ensure clients are fully educated in and comply with program regulations and company policies, promptly addressing inquiries and providing information
• Build and maintain strong client relationships, serving as secondary point of contact for all pre- and post-sale activities
• Issue resolution, address and resolve client issues promptly, coordinating with other teams as needed
• Assess client needs and align them with available Au Pair candidates
• Proactively identify potential challenges and provide solutions before they impact the client experience
• Support clients to ensure they have the best possible experience and achieve desired results
• Process client paperwork including agreements, pricing quotes, invoices, collections and refunds
Supervising outside / remote customer service reps
• Establish and maintain rapport with remote customer service reps
• Ensure consistent and effective communication with remote customer service reps, providing timely and
actionable feedback
• Support remote customer service reps by increasing their industry knowledge, recognizing exceptional work,
service or results, ensuring performance in accordance with company standards and regulations
Accountable for
• Maintain complete and accurate knowledge of program regulations, company procedures and policies, and
industry events
• Enforcing Au Pair program regulations and company policies
• Acting in the spirit of the Au Pair program and attending to the welfare, health and safety of participants
• Retaining existing customers, closing new business
• Maintaining thorough, accurate, and timely records of communications and transactions with clients and
outside customer service reps

REQUIRED QUALIFICATIONS:
• Minimum 5 years of customer service (customer success) experience
• Minimum 1 year of supervisory experience in any area
• Excellent communication skills, including listening, speaking and writing
• Strong work ethic, ability to work independently, manage multiple tasks
• Exceptional interpersonal skills: professional, personable and able to interact effectively with others and to
respond appropriately in stressful situation and under deadlines.
• Demonstrated ability to think critically, effectively prioritize and problem solve
• Good organizational and time-management skills
• Computer literacy for email & outlook, data entry & CRM tools, basic knowledge of excel, powerpoint, word,
e-Signature tools, ability to learn new software quickly
• High school degree required
• Possess a positive attitude, proactive approach to learning, present oneself professionally

NICE-TO-HAVE SKILLS & EXPERIENCE:
• Education or training equivalent of a 4-year college program
• College degree or associates
• Sales experience
• Study abroad, cultural exchange, international, foreign language, and/or travel experience
• Interest, education and/or experience in child care, family development, social work, counselling
• Experience using salesforce.com, adobesign

TRAINING & PAY:
This position requires detailed knowledge across numerous topic areas, business processes and systems. You will
spend the first 5 to 6 months in a structured training program which walks through the complete customer experience
and your role supporting it. The training program includes self-study reading and knowledge exercises,
demonstrations, hands-on training in a practice system, and one-on-one support in real life executing tasks for the
first time.
Your compensation during the training program is $21 / hr ($43,680 / yr).
After the completion of the training program, you will be knowledgeable enough to assist clients independently and
will have already started building your customer pipeline for commission. Your supervisor will review your progress
closely and at a mutually agreed time, your compensation will switch to be commission plus a reduced hourly rate
($13/hr) which nets to a higher overall hourly rate. As your proficiency and efficiency improves, the commission
added to compensation will net your pay at about $24 to $28/hr ($49,920/yr to $58,240/yr).

ABOUT US:
Go Au Pair is one of the top Au Pair agencies in the country with over 30 years of experience doing business in the
child care industry. Our Au Pair Agency is one of original agencies designated by the U.S. Department of State. The
International Au Pair Association (IAPA) has awarded 3 of our Au Pairs as the Au Pair of the Year award – most
recently in 2022

The Au Pair Program was established in 1989 by the Department of State to help increase cultural exchange and
international relations. An Au Pair is a young adult from around the world who comes to the United States to live in a
family’s home to have a cultural experience and then return home. The Au Pair will provide 45 hours of child care
each week in exchange for room and board and a small stipend.
Go Au Pair is a people-to-people business; everyone involved, employees, partners and customers, believe and
support our company mission and values. Learn more > www.goaupair.com/about-us

Company DescriptionGo Au Pair promotes meaningful global family relationships, inspires personal enrichment and encourages fun. Through the Au Pair Program, Go Au Pair fosters wildly successful cultural child care experiences.

Designated in 1989, Go Au Pair is one of the original six sponsoring agencies authorized to execute the Au Pair Program. Starting out as a nanny business, Go Au Pair has been childcare focused since the beginning and continues fulltime focus on childcare by exclusively offering the Au Pair category BridgeUSA program. Over the last 30+ years we have helped tens of thousands of Au Pairs and Families with successful exchange experiences. We are a solid medium-sized agency in terms of volume and our headquarters office remains in its original location in beautiful Salt Lake City, UT.Company DescriptionGo Au Pair promotes meaningful global family relationships, inspires personal enrichment and encourages fun. Through the Au Pair Program, Go Au Pair fosters wildly successful cultural child care experiences.\r
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Designated in 1989, Go Au Pair is one of the original six sponsoring agencies authorized to execute the Au Pair Program. Starting out as a nanny business, Go Au Pair has been childcare focused since the beginning and continues fulltime focus on childcare by exclusively offering the Au Pair category BridgeUSA program. Over the last 30+ years we have helped tens of thousands of Au Pairs and Families with successful exchange experiences. We are a solid medium-sized agency in terms of volume and our headquarters office remains in its original location in beautiful Salt Lake City, UT.

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