Account Manager - Leadership Coaching

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About Our Client: Our client is a leader in leadership advisory and coaching services.

Position Scope: Working as part of an integrated team, the Coaching Account Manager partners with clients and coaches, within Canada and globally, to actively manage the entire coaching cycle with clients ranging from small to large. This includes converting the coaching opportunity into an engagement, launching and tracking engagements, providing timely account updates, and partnering with their team of coaches to help grow their coaching practice. Coaching engagements can be located in Canada, US, and sometimes in Europe.

This fast-paced role provides the opportunity to have a tremendous impact on coaching sales and delivery processes, by using technology, innovating, and making it better for clients. Committed to providing clients with a superior level of service, this role requires exceptional project and account management, interpersonal and communication skills (written and oral), and an ability to work independently and as part of a team. Success in this role is characterized by a continuous improvement mindset, attention to detail, proficiency in a variety of software applications, responsiveness, curiosity to learn and grow, and taking initiative despite ambiguity.

Responsibilities:

Coaching Delivery Accountabilities:

Manage the executive coaching lifecycle from initial client opportunity to final coach reporting, including client contracting, monitoring coaching assignments, progress and theme reports to clients, and evaluations.
Serve as the primary liaison with key client representatives with the goal of exceptional client delivery and anticipating and meeting their needs.
Set up and manage quarterly meetings with coaching clients with at least two coaching engagements to review current engagements and potential expanded engagements.
Build, strengthen, and maintain strong client relationships between clients and Partners/Principals/Coaches, driving overall client satisfaction through effective coordination, communication, and reporting of client deliverables to maintain project milestones and key deliverables.
Proactively communicate with clients and address client issues that arise with expediency, escalating to and engaging the Partner/Principal when needed.
Work directly with colleagues (i.e., Partners, Principals, Consultants) for exceptional delivery, including creating materials as required (e.g., preparation of presentation materials) and providing consistent updates on project plans.
Launch coaching-related assessments for coaching engagements, including Hogans, qualitative and quantitative 360s, etc.
Use technology (e.g., Coaching.com, SalesForce) to actively track coaching engagements, maintaining an up-to-date list of active assignments, and regularly share updates with clients.
Submit and track billing for coaching engagements; collaborate with accounting to continuously track and ensure timely payments.

Account Development Accountabilities:

Contribute to the Executive Coaching sales cycle, including scheduling business development meetings, creating BD lists for marketing and sales/reach-out initiatives, facilitating fit meetings, creating letters of engagement, and communicating with clients about product/service features and benefits of coaching, as well as agreed-upon pricing.
Listen for client needs to support the penetration of accounts and support the generation of sales from within accounts.
Scan for RFPs on various distribution sites (e.g., MERX) and contribute to the development of large, complex coaching proposals and RFPs, collaborating with Partners, Principals, and the proposal team.
Use technology (e.g., SalesForce) to track open opportunities and each opportunity’s progress from request to close, and facilitate client calls with a focus on expanding the account. Ensure the system is up-to-date at all times to ensure the accuracy of the BD pipeline and current deliverables.
Explore and follow up on possible coaching opportunities and extensions within existing and new accounts to expand coaching solutions.
Liaise and consult with internal colleagues and answer questions related to the sale of coaching solutions (e.g., sales materials, solutions including standard pricing, expectations when selling coaching such as providing appropriate context for the coaches).
Keep leadership informed of sales activity for major accounts and international opportunities, including prospect calls, meetings, ongoing account relationships, proposals won/lost, conversion of prospects, pipeline reports, and progress toward revenue objectives.

Coach Resourcing:

Communicate recommended coach resources based on client requests (24-48 hour turnaround), in consultation with the Head of Executive and Team Coaching.
Confirm coach availability.
Schedule fit meetings.
Start new engagements on Coaching.com and ensure that it is kept up-to-date by monitoring and flagging with coaches when updates are missing.
Track and report coach utilization levels to ensure equal distribution of opportunities.
Oversee creation and maintenance of Coaching Bios (Coaching Directories), keeping them current and up-to-date.

Coaching Team:

Provide guidance and support to the coaching team so they are equipped at each stage of the coaching process.
Oversee the integration process for new associate coaches, integrating them into the team.
Assist with the development of the global coaching network, including introducing Partners and colleagues to the coaching team.
Work in partnership with the Head of Executive and Team Coaching to hold quarterly community calls.
Track and confirm coach referral fees for extensions and new business brought in, partnering with accounting and the Head of Executive and Team Coaching.

Coaching Practice Development and Support:

Maintain delivery materials (e.g., process documents, email templates, etc.) related to executive integration and coaching, to ensure a seamless and consistent delivery approach and also to allow anyone on the team to understand and support the coaching practice, when required (for overflow or vacation support).
Maintain sales materials (e.g., LOEs, marketing materials, etc.) related to executive integration and coaching, so they are leading-edge and up-to-date, and can effortlessly support BD efforts.
Manage Coaching.com portal and tools for Executive Coaches, including associate coaches across Canada, US, and globally.
Actively seek feedback from clients and coaches, recommending and implementing ways to improve coaching sales and delivery processes and materials to add value and grow existing and new coaching accounts.
Provide backup support related to other roles (e.g., Administration support, and backup/overflow for the Assessment Delivery Specialist and Leadership Solutions Manager) as required.
Provide administrative support to specified team members (e.g., expenses).
Provide scheduling and travel support for team members when it is related to a project requirement.
Engage in tasks as required by the team and approved by the Head of Coaching.

Required Skills and Knowledge:

High level of integrity with a balance of strong initiative and sense of urgency, with a keen attention to detail

Ability to manage multiple projects using effective time management and prioritization skills
Account and business development skills and strategies would be considered an asset
Exceptional English language communication skills both written and verbal (French would be an asset)
Stakeholder management and client relationship building skills, building and maintaining lasting relationships at multiple organizational levels
Self-motivated, taking initiative and innovates, creating value and improving the business
Team player who collaborates and has a strong work ethic

Education and Experience:

College/University graduate
Minimum 2-4 years related project management experience within a client service environment
Project management experience within the Leadership Advisory industry is preferred and will be considered an asset
Demonstrated success in one or more of the following areas: development of project plans; balance overall client requirements; development of relationships; and review financial and billing information in a timely manner to ensure deadlines are consistently met
Experience with survey platform and interest in technology
Microsoft Office advanced level

Application Instructions:

To apply, please send a resume to Serena Milani at [email protected]

Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.