Customer Experience Lead

Responsibilities:

Consultation Support & Plan Alignment:

• Assisting with HR audit conversations
• Helping position the right service or plan:
• HR Essential
• HR Growth
• HR Premium
• Explaining plan scope, expectations, and next steps
• Supporting upsell and plan transitions where appropriate
• You help clients choose what they need, not what they think they want.

Client Onboarding (FloattHR):

• Assisting clients to sign up on FloattHR
• Registering clients on Zoho Workerly
• Creating client jobs/opportunities on Zoho Workerly based on the plan selected
• Working with the Operations Associate to: Assign the right HR Consultant, Confirm scope and timelines
• You ensure onboarding is smooth, professional, and confidence-building.

Client–Consultant Onboarding Conversations:

• The client
• The assigned HR Consultant
• (Where required) Operations Associate
• Set expectations clearly
• Confirm scope and communication cadence
• Establish meeting schedules
• Reinforce FloatHR’s service model and standards You help “set the tone” for a successful engagement.

Ongoing Client Relationship Management:

• Scheduling and attending monthly client review meetings
• Reviewing monthly HR reports submitted by consultants
• Gathering structured client feedback on: Service quality, Consultant performance, Business outcomes, and  Sharing feedback with Operations and Consultants
• Supporting renewal and continuation conversations
• High satisfaction, strong relationships, and retained clients.

Client Communication (Marvel Advisory):

• Manage client communication and follow-ups
• Send updates on work completed
• Request feedback and approvals
• Coordinate timelines and expectations
• Support smooth handover at project close-out
• You ensure clients feel informed and respected at every stage.

Cross-Quadrant Support (2026 Model):

• Routing leads appropriately across: Miriam (personal brand), Marvel Advisory, HR Consulting Mastery and FloattHR.
• Identifying opportunities for: Upsell, Cross-sell, Long-term engagement
• You help the ecosystem work as one connected system, not silos.

Key Result Areas:

• Lead Management & Client Inquiries
• Responding to inbound inquiries (email, website, WhatsApp, referrals)
• Understanding client needs and business stage
• Booking HR consultation/audit calls
• Preparing clients for discovery conversations
• Turn interest into clarity and clarity into commitment.

Requirements:

• 2–4 years’ experience in:
• Account management
• Customer success
• Client service
• Business development or operations support
• Strong communication skills (written & verbal)
• Comfortable handling client conversations and objections
• Organised and detail-oriented
• Tech-comfortable (Zoho Workerly, CRM tools, email systems)
• Calm, professional, and relationship-focused
• Able to work closely with operations and consultants

What Success Looks Like in This Role:

• Clients feel supported, informed, and confident
• Onboarding is smooth and structured
• Consultants are well-matched and well-briefed
• Client satisfaction is tracked and acted upon
• Retention and renewals improve consistently
• Founder is removed from routine client follow-ups
• This role protects revenue and reputation.