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Client Success Representative

We're a website, marketing automation, and gym management software company that works with gyms.

Position Details and Application Information

About the Role

Are you a natural problem-solver who thrives on turning challenges into opportunities? Do you have a knack for staying calm under pressure and turning unhappy customers into raving fans? Kilo is seeking a Client Success Representative to join our team and help gym owners succeed with our software solutions.

This isn’t just a support role—it’s about building strong relationships, helping clients maximize the value of our software, and stepping in when things don’t go as planned. While the job comes with its challenges (you’ll be handling some tough conversations), the rewards of saving a client from churning or solving a major problem are worth it.

If you’re excited about helping people, aren’t afraid to pick up the phone, and know how to turn conflict into collaboration, we want to hear from you.

Key Responsibilities

1. Reduce Client Churn:

  • Identify at-risk clients and proactively reach out to address concerns.
  • Provide solutions to common issues like lack of training, misunderstandings, or underutilization of features.

2. Enhance Engagement and Satisfaction:

  • Drive adoption of Kilo’s Gym Lead Machine and Gym Management software features.
  • Promote best practices and time-saving tools to help clients achieve their goals.
  • Ensure clients feel heard and supported by listening to their needs and recommending actionable solutions.

3. Handle Challenges with Confidence:

  • Manage difficult conversations with professionalism and empathy.
  • Turn unhappy customers into satisfied clients by resolving issues effectively.

4. Support and Educate:

  • Conduct one-on-one virtual support calls to address specific client needs.
  • Host or co-host webinars to provide deep dives into software features.
  • Communicate with clients via email to answer questions, solve problems, and offer guidance.

5. Collaboration and Upskilling:

  • Work with internal teams to address broader challenges and share insights.
  • Stay up-to-date on all software updates, new features, and platform changes.

Responsibilities May Include (but are not limited to):

  • 1-on-1 Support Calls: Holding virtual support calls to address client needs, both at predetermined stages and on an ad-hoc basis.
  • Webinars: Hosting or co-hosting client webinars to provide deep dives into software features and promote engagement.
  • Email Correspondence: Liaising with clients via email to address system questions, solve problems, and make recommendations.
  • Internal Meetings: Attending internal virtual meetings (e.g., training sessions, team check-ins) as needed.
  • Collaboration: Working alongside other teams to achieve shared goals and ensure client success.

Qualifications

To succeed in this role, applicants must have:

1. Experience Using Kilo’s Software

  • Familiarity with Kilo’s Website Platform, Gym Lead Machine, and Gym Management Software is a must.
  • Prior experience managing these tools in a professional or personal capacity.

2. Strong Communication Skills

  • Ability to communicate effectively and empathetically with clients via phone, email, and video calls.
  • Comfortable managing difficult conversations and de-escalating conflicts.

3. Problem-Solving Ability

  • A proactive approach to identifying and resolving issues.
  • A passion for finding creative solutions that benefit both the client and the company.

4. Customer-Focused Mindset

  • Genuine interest in helping clients succeed.
  • An ability to build trust and strong relationships with clients.

5. Organizational Skills

  • Strong time management and attention to detail.
  • Comfortable handling multiple tasks and priorities in a fast-paced environment.

How to Apply

If you’re ready to make a difference and grow with us? Apply now and upload your resume and a brief cover letter highlighting your relevant experience. We can’t wait to meet you!

Kilo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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