Customer Experience Specialist - Sounding Board

Who We Are:

BTS is a consultancy specializing in the people side of strategy. For over three decades we’ve been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world’s leading companies turn strategy into results.

Our next-generation approach combines deep business knowledge with transformational development to help people and their company evolve together. We equip leaders for tomorrow, inspire new ways of thinking, and build critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more.

Sounding Board, a BTS company, is first-of-its-kind coaching enablement platform for large enterprises offering both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. With a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a SaaS, cloud-based management platform with a high quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale. Our customers include large-scale enterprise Fortune 500 companies. When companies partner with us, they see a resulting increase in promotion, retention, and in critical leadership skills in their managers.

What You’ll Do at BTS:

• Develop, maintain, and grow multiple customer relationships to ensure the successful implementation of coaching and other SaaS-based services
• Gain deep understanding of customer business objectives and align coaching initiatives to drive measurable impact
• Lead successful roll-out of Sounding Board services to customer, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Analyze customer data and generate insightful reports that enhance the customer experience and demonstrate the business impact of coaching
• Serve as a Subject Matter Expert on coaching as a leadership development program for corporate HR / L&D leaders
  • Serve as the voice of coaches for customer sponsors
• Collaborate closely with the sales team to drive renewals, reduce churn, and expand customer accounts
  • Work with stakeholders to renew or extend existing coaching services
  • Explore opportunities to expand coaching services within the customer organization through referrals, introductions to other departments or expansion of offered services
  • Uncover opportunities to further promote customer through external facing marketing initiatives (white paper, webinar, etc.)
• Represent the voice of the customer to inform our sales/marketing process and product roadmap

What We’re Looking For:

• Experience within the Leadership Coaching/Development space or experience working with L&D, Talent and HR departments
• Strong attention to detail and proven ability to manage multiple, complex projects simultaneously – especially within large enterprise environments
• Comfortable managing 25+ client relationships and a book of business of $500K – 1M+
• High level of technical fluency, comfortable working with a large tech stack, and learning new programs and systems quickly and seamlessly interfacing between multiple platforms to manage the workload
• Results-driven mentality, with a strong ability to learn quickly and adapt, coupled with a bias for speed and action
• Strong consultative and analytical skills with the ability to generate customer facing reports including pulling, analyzing, and formatting data into clear, actionable, and visually digestible presentations.
• Demonstrate collaborative cross-functional leadership to deliver exceptional service and make our customers successful
• Exceptional