Success Amabassador

Overview

Who We Are: Tom Ferry is the #1 coaching company in real estate, dedicated to elevating industry standards through powerful coaching, meaningful relationships, and a people-first culture. Our team is driven by collaboration, service, and excellence, and we’re passionate about helping our clients achieve lasting success. If you thrive in a fast-paced environment where relationships matter and impact is real, you’ll feel right at home here.

We are seeking a relationship-driven Success Ambassador who is passionate about client engagement, retention, and long-term success. In this role, you will serve as the primary point of contact for clients, partnering closely with both clients and contracted Coaches to ensure a seamless, supportive coaching experience.

Success Ambassadors build trust, advocate for client needs, and play a critical role in maintaining strong program engagement. This position requires excellent communication skills, emotional intelligence, organization, and the ability to balance multiple priorities while delivering an exceptional client experience.

Client Relationship Management & Retention

• Build strong, positive client relationships through timely, professional communication via phone, text, and email.
• Serve as a trusted advocate for clients, identifying needs and escalating concerns when appropriate.
• Conduct regular client check-ins, monitor daily reports, and maintain overall account health.
• Partner with Coaches and clients to understand challenges, prevent churn, and apply retention strategies when needed.
• Manage client renewals and coordinate with Contract Care for processing.

Coach Collaboration & Program Coordination

• Conduct monthly coaching connection sessions with assigned Coaches.
• Track coaching sessions and maintain accurate client and Coach records.
• Support client requests related to coach transfers, account holds, and cancellations.
• Document all program exits and provide feedback to Client Care for continuous improvement.

Operational Excellence & Team Collaboration

• Manage a full client load while prioritizing daily tasks, cases, calls, and messages.
• Maintain accurate and detailed records within Salesforce and internal systems.
• Contribute ideas and recommendations during team meetings to improve processes and client experience.
• Collaborate proactively with fellow Success Ambassadors to support team success.
• Attend and support company-sponsored seminars and events as needed.

• A relationship-focused professional with strong emotional intelligence and empathy.
• Highly organized, detail-oriented, and dependable with excellent follow-through.
• Comfortable navigating difficult conversations while maintaining professionalism and composure.
• A proactive problem-solver who can balance client advocacy with company policy.
• Confident working independently while also thriving in a collaborative team environment.

Education & Experience

• One of the following:
• Associate degree (2-year)
• Specialized certification or licensing
• Completion of relevant training programs
• Equivalent job-specific experience or apprenticeship
• 3–5 years of experience in a similar client-facing, retention, or account management role.

Technical & Professional Skills

• Experience using CRM systems (Salesforce preferred).
• Strong working knowledge of Microsoft Office, including Excel.
• Familiarity with social networking platforms such as Facebook.
• Excellent written and verbal communication skills.

Work Style & Decision-Making

• Works with limited supervision under established procedures and policies.
• Handles moderately complex situations by referencing precedent and applying sound judgment.
• Maintains accuracy and professionalism while managing shifting priorities and deadlines.

Interpersonal Skills

• Frequent interaction with clients, Coaches, and internal teams.
• Skilled in motivating, influencing, and building trust-based relationships.
• Exercises diplomacy, discretion, and confidentiality at all times.

Physical Requirements

This is a sedentary role requiring sitting, reaching, talking, hearing, and visual acuity. Occasional lifting of up to 25 lbs. Stand-up desks are available upon request.

• Well-lit, climate-controlled office environment.
• Business casual attire.
• Office atmosphere may be lively and fast-paced.

Minimal (less than 5%). Occasional overnight travel may be required to support company events.