Head of client onboardingAthena

At Athena, we power possibility through transformative delegation. True leaders reflect on what they want in life and map the path to get there. Athena is the path. We offer rigorously-tested, delegation coaching technology and an exceptional Philippines-based EA to keep our driven clients moving forward. The result is 10x more leverage, more time, more impact in work and life.
Our clients are ambitious, high-impact CEOs, founders, and execs. They have started 100+ companies, raised billions in venture capital, taken companies public, worked in the White House, invested in Facebook/Uber/ Airbnb, run professional sports teams, were Governor of US states, and compete in Ironman races and the World Series of Poker. As a part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.
With a waitlist growing by the day, Athena has already showcased compelling demand. The Head of Client Onboarding will be responsible for scoping, defining, planning, and implementing a centralized client onboarding process and a team that ensures client success from the start of their life-changing journey at Athena.
High-level Responsibilities
VIP Experience: Create a VIP experience for our clients, from the moment they join the waitlist through onboarding and 10x delegation training.
Leadership and Management: Build a high-caliber client onboarding team that allows us to scale 10x. Build and manage a team of business analysts and client onboarding specialists with deep domain expertise in customer experience journeys.
Enhanced Onboarding Process: Scope, define, plan, and implement a centralized client onboarding process and a team that ensures customer success from the start of their journey with Athena.
Specific Projects
Onboarding
Own launch rate.
Accountable for client readiness post-60 days.
Accountable for throughput rate on onboarding.
Design and iterate on the entire onboarding process optimizing for minimizing exit opportunities at each step.
Own matching process and operations for clients coming out of learning.
Build matching process fully optimizing for EA lag to revenue.
Responsible for full-scale retention efforts on client churn and suggest new strategies to improve the performance of the team.
Create renewal, up-sell strategies with retention as focus.
Find innovative ways to communicate with multiple clients effectively and respond to all customer inquiries promptly.
Identify potential client concerns and proactively resolve them.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Responsible for referral optimization
Leadership
Work closely with the Chief Client Officer and the team to achieve quantitative and qualitative targets specified by the client.
Work closely with the sales team to ensure client retention and growth
Own key metrics for the team such as renewal rate, up-sell target, product adoption metrics, customer satisfaction survey score
Contribute to building a team delivering world-class services to our clients
Communication
Communicate with the client regarding the progress of their request for changes/corrections
Build sustainable relationships and trust with customer accounts through open and interactive communication
Your Metrics
These are the metrics you will own and optimize.
Client retention: Improve cohort retention, helping clients build decade+ partnerships
Client utilization: Improve utilization, helping clients learn how to delegate to leverage their EA for more hours
Client happiness: Measure client NPS or PMF, and continually drive improvements
Client referrals: The happier the clients are, the more they refer new clients
About You
You can connect powerfully with our client base.
[ ] You come from a background similar to our clients (startups, tech, ex-founder, etc.)
[ ] You can write (or manage copywriter) A+ content for our clients.
[ ] You are a confident and natural ambassador with our clients.
You obsess over building an exceptional client experience.
[ ] You have good taste (in design, copy, experience).
[ ] You know how to measure, optimize, and iterate relentlessly.
[ ] You are excited to get your hands dirty and can attract top talent and manage a high-performing team.
You have a VIP hospitality experience.
[ ] Ideally, you have experience with high-end hospitality.
[ ] If you have no experience, you at least understand and have a taste for VIP experiences.
You understand the power of delegation.
[ ] You have personal experience with 10x delegation.
[ ] Bonus: You can coach clients on the art of delegation.
Athena

Philippines
Permanent
Full-time