Client Manager

Definition of the Standard Operation Procedures and KPIs for the Client Manager at The Fit Life System

Client control: Up to 60 Clients

RESPONSIBILITIES:

Accountability manager:
-Keep track of progress and make sure everyone is in the right track
-Reach out to anyone who’s missed 3 or more workouts in the past week
-Know the different goals and struggles of the clients

Client manager:
-Answer Questions in less than 1h during business hours
-Modify and make changes in workout programs when needed
-Inform Manager of problems, adjustments needed to be made and or improvements
-Engage in the group
-Update Trello
-Send daily reports

Other Tasks:
-Slack with win screenshots
-Slack with win pictures
-Slack with win Graphs
-Learn the program, how it works, resources, etc.
-EOD Report (Hours, problems, wins, feedback, etc)
-Coming up with new resources (1 per quarter —> Video, podcast episode, pdf, checklist, tutorial, etc).

KPIs:
80% Success Rate
70% Renewal Rate
Reach out to every client at least once every week or depending on their state in the journey, either to compliment a workout, ask for accountability or just check in.
EOD report 6 days a week

Payment Structure:
Basic Salary 400-500USD / Month
6 month Renewal = $180 Bonus. ($2700)
9 month Renewal = $270 Bonus ($3750)
12 month Renewal = $375 Bonus ($4500)

Conditions re-negotiable after reaching 100 active clients.