Momentum Client Success Specialist

** ---------- ntum Client Success Specialist**

## Role Summary

* Owns and builds the end-to-end client success function for ---------- ntum as Wealth Creators Live scales the program into a second revenue engine alongside Inner Circle.
* This is a lead-and-build role, not a coordinator seat.
* Keeps the delivery side of ---------- ntum aligned with sales and marketing growth.
* Owns ---------- ntum from start to finish, including:

* Mentee progress tracking
* Engagement monitoring
* Post-onboarding follow-through
* Disengaged member outreach
* Community operations
* Coach coordination
* Roadmap visibility
* Retention-risk escalation
* Provides secondary operational coverage for Inner Circle progress tracking so Amy can focus on:

* Leading the delivery team
* Handling significant mentee concerns
* Representing delivery in leadership L10
* Driving systems projects
* Reducing day-to-day tracking and admin work

## Program Context

* ---------- ntum is a financial literacy foundation program.
* It exists to give members a real starting point, not to sell or promise fast income.
* ---------- ntum earns its value through the full program bundle, including:

* Newly built financial literacy curriculum
* Trained coaches
* Built trust
* Concierge access to the insurance team
* Real estate coaching
* Mindset Call
* Mastermind seat
* ---------- ntum builds the foundation.
* Inner Circle is where members build the wealth machine on top of that foundation.
* This hire owns the operating system that helps ---------- ntu ---------- ntees understand, engage with, and complete that foundation successfully.

## Key Responsibilities

* Own and build the end-to-end ---------- ntum client success function as the program scales.
* Own ---------- ntu ---------- ntee progress tracking from pre-onboarding through active program participation.
* Update progress records daily or as activity occurs.
* Maintain a clear roadmap for every ---------- ntu ---------- ntee, including:

* Current status
* Next milestone
* Blocker
* Risk level
* Owner
* Assigned follow-up action
* Monitor attendance and engagement dashboards across all active batches.
* Flag at-risk or disengaged members within 24 hours.
* Route disengaged or at-risk members to the correct outreach owner based on:

* Program
* Member status
* Escalation path
* Execute ---------- ntum-specific disengaged member outreach.
* Document contact attempts, responses, blockers, and next actions in the tracking system.
* Watch and flag cross-program engagement risks.
* Monitor post-onboarding engagement and flag ---------- ntu ---------- ntees who miss:

* Key actions
* Sessions
* Milestones
* Required participation steps
* Coordinate weekly with ---------- ntum coaches to confirm:

* Mentee progress
* Admin needs
* Attendance gaps
* Unresolved blockers
* Follow-up priorities
* Run ---------- ntum community operations by:

* Monitoring activity
* Surfacing unanswered questions
* Identifying low-engagement patterns
* Escalating mentee concerns to the correct owner
* Track retention risk signals, including:

* Low attendance
* Missed assignments
* Lack of community activity
* Delayed responses
* Repeated concerns
* Overdue payments
* Unclear account status
* Dissatisfaction linked to misaligned expectations
* Cross-reference invoices and payment statuses against member records weekly.
* Flag overdue accounts, mismatched payment records, or unclear finance-admin statuses to Amy and Hanna.
* Surface finance-admin issues only.
* Schedule and track meeting cadences for pod leader and wealth guide touchpoints.
* Maintain documentation, attendance logs, trackers, and follow-up records that support pod leader and wealth guide cadences.
* Deliver weekly ---------- ntum progress summary to the COO, Operations Team Lead, and delivery team, including:

* Active mentees
* At-risk mentees
* Completed milestones
* Attendance risks
* Finance-admin flags
* Unresolved blockers
* Required decisions
* Provide Inner Circle progress tracking coverage by:

* Updating mentee status
* Identifying stalled members
* Escalating gaps to the Team Lead
* Reduce operational load from the Client Success Specialist by removing recurring:

* Progress tracking
* Engagement monitoring
* Cross-program visibility tasks
* Reduce operational load from the Operations Team Lead by owning:

* ---------- ntum day-to-day execution
* Admin visibility
* Progress tracking
* Coach coordination
* Follow-through
* Build the ---------- ntum client success operating system as the role matures, including:

* Trackers
* Cadences
* Reporting rhythms
* Escalation paths
* Visibility tools

## Role Requirements

### Experience and Skills

* 3+ years of experience in any of the following:

* Client success
* Program operations
* Education operations
* Coaching operations
* Community management
* Delivery operations
* Customer engagement
* Proven experience building or improving a client success, program operations, or delivery operations function.
* Experience leading recurring operating rhythms.
* Experience tracking progress across multiple members or clients.
* Experience creating visibility for leadership.
* Experience managing:

* Client or member engagement
* Retention risks
* Follow-ups
* Escalation paths
* Strong working ability with:

* Google Sheets
* Google Workspace
* Slack or equivalent communication tools
* CRM and client tracking tools
* Task management systems
* Able to manage multiple mentee statuses, deadlines, payment flags, attendance risks, follow-ups, and escalation paths without losing accuracy.
* Experience coordinating with coaches, trainers, program leads, pod leaders, wealth guides, or delivery teams is preferred.
* Experience reviewing invoices, payment statuses, member records, or finance-admin trackers is preferred.
* Financial education, coaching, online learning, or membership-program experience is preferred.

### Mindset and Execution Style

* Operates as a builder, not a coordinator.
* Creates the rhythm, tracker, process, escalation path, and reporting structure needed to scale ---------- ntum.
* Owns the full ---------- ntum client success journey until each mentee’s status, blocker, risk level, owner, and next action are clear.
* Flags disengagement quickly instead of waiting for low participation to become a:

* Cancellation
* Refund risk
* Delivery issue
* Leadership escalation
* Uses written updates, trackers, and documented follow-ups so coaches and leaders can see what is happening without chasing.
* Makes decisions based on:

* Attendance
* Completion
* Response time
* Engagement
* Payment status
* Risk signals
* Documented member activity
* Aligns delivery execution with sales and marketing volume so ---------- ntum does not grow faster than the backend can support.
* Protects team capacity by taking recurring operational work off the Client Success Specialist and Team Lead before burnout becomes visible.
* Respects ownership boundaries by surfacing risks, routing issues, and escalating blockers without taking over work owned by:

* Client Success Specialist
* Team Lead
* Finance
* Coaches
* Pod leaders
* Wealth guides

## Success Metrics and KPIs

* ---------- ntum progress tracker accuracy: 98%+ updated and complete weekly.
* Attendance and engagement dashboard review: 100% of active batches checked daily or per agreed operating cadence.
* At-risk and disengaged member flagging: 100% flagged within 24 hours of identification.
* ---------- ntum-specific disengaged member outreach: 100% documented with contact attempt, response status, blocker, and next action.
* Weekly ---------- ntum progress report: 100% submitted on time every week.
* At-risk mentee visibility: 100% of flagged mentees have documented blocker, owner, and next action.
* Finance-admin status review: 100% of member invoice and payment status mismatches flagged to Team Lead and Finance weekly.
* Meeting cadence tracking: 100% of pod leader and wealth guide touchpoints scheduled, tracked, and documented.
* Inner Circle progress monitoring coverage: Weekly status updates completed with escalations sent to the Team Lead.
* ---------- ntum operating system buildout: Core trackers, cadences, reporting rhythm, and escalation paths implemented during probation.

## Cross-Functional Collaboration

* Reports directly to the COO.
* Works closely with the Team Lead during the buildout phase to shape ---------- ntum’s:

* Client success process
* Reporting cadence
* Delivery operating rhythm
* Partners with ---------- ntum coaches to align on:

* Mentee progress
* Admin needs
* Milestone completion
* Attendance gaps
* Disengagement risks
* Coordinates with Amy on:

* Weekly operational visibility
* Escalation priorities
* Retention risks
* Overdue account flags
* Mismatched member records
* Unresolved blockers
* Flags invoice and payment status issues to the Team Lead and Finance.
* Routes cross-program disengaged members to the Client Success Specialist for re-engagement ownership.
* Owns ---------- ntum tracking, engagement visibility, and program-specific follow-through while the Client Success Specialist remains focused on:

* IC onboarding
* Cross-program re-engagement
* Coordinates scheduling logistics for pod leader and wealth guide touchpoints.
* Maintains Inner Circle progress data while Amy focuses on:

* Delivery leadership
* Mentee concerns
* Leadership L10 representation
* Systems projects
* Aligns with sales and marketing direction by ensuring ---------- ntum delivery can absorb increased volume without creating gaps in:

* Mentee experience
* Engagement
* Retention visibility

## Accountability Cadence

### Daily

* Update ---------- ntum progress tracker.
* Review attendance and engagement dashboards across active batches.
* Flag disengaged or at-risk members within 24 hours of identification.
* Route disengaged members to the correct outreach owner.
* Document ---------- ntu ---------- ntee follow-ups, blockers, and next actions.
* Surface urgent mentee concerns, attendance gaps, payment-status issues, or operational blockers to the correct owner.

### Weekly

* Submit ---------- ntum progress summary to the COO, Amy, and the delivery team.
* Coordinate with ---------- ntum coaches on:

* Mentee progress
* Admin needs
* Attendance gaps
* Follow-up priorities
* Update Inner Circle progress status and escalate stalled members to the Team Lead.
* Cross-reference invoice and payment status against member records.
* Flag overdue accounts, mismatched payment records, or unclear account statuses to Amy and Hanna.
* Confirm pod leader and wealth guide touchpoints are scheduled, tracked, and documented.
* Review recurring risks that may affect:

* Retention
* Program perception
* Mentee completion

### Monthly

* Review:

* Retention trends
* Disengagement patterns
* Attendance patterns
* Mentee milestone completion
* Recurring finance-admin flags
* Meeting cadence completion
* Operational blockers
* Summarize recurring issues that require:

* Process improvement
* System updates
* Leadership decisions
* Identify repeat gaps in:

* Engagement
* Tracking
* Payment-status visibility
* Coach coordination
* Program expectations
* Recommend operating improvements that make ---------- ntum easier to scale as sales and marketing volume increases.

## This Role Owns

* End-to-end ---------- ntum client success function
* ---------- ntum program operating rhythm
* ---------- ntum progress tracking
* ---------- ntum roadmap tracker accuracy
* Attendance and engagement monitoring
* At-risk member flagging
* ---------- ntum-specific outreach tracking and follow-through
* ---------- ntum community operations
* ---------- ntum coach coordination
* Inner Circle progress monitoring coverage
* Finance-admin status flagging
* Pod leader and wealth guide cadence scheduling
* Documentation and tracker maintenance
* Weekly operational visibility to the COO, Team Lead, and delivery team
* Buildout of ---------- ntum trackers, reporting rhythms, cadences, and escalation paths

## This Role Does Not Own

* Cross-program re-engagement calls owned by the Client Success Specialist
* IC pre-onboarding and post-onboarding calls owned by the Client Success Specialist
* Collections or payment follow-up decisions
* Finance reconciliation
* Payment approvals or account decisions
* Pod leader relationship management
* Wealth guide supervision or development
* Delivery team leadership
* Coach performance management
* Leadership L10 representation
* Systems special projects owned by the Team Lead
* Sales promises, income claims, or marketing positioning