We're Hiring

Client Success Manager

Job Description

If you’re a natural organizer, great with people, and love seeing projects move smoothly from start to finish, this might be the perfect role for you! We’re looking for someone who can guide our author clients through their book journey, keep everything on track, and make the experience feel effortless.

Job Description:


To own the client relationship and successful outcome from beginning to successful completion of their book project, including publication and marketing. Responsible for communicating project status to the client and team weekly, for managing project resources/team, advocating for the client to the team, and managing client expectations throughout the project.

Responsibilities:

  • Create the project plan and milestone dates based on our “productized” delivery path.

  • Communicate the plan to the team and organize the resources needed at each stage of the project.

  • Meet with clients for Project Kickoff, Pre-design, and Pre-publication calls so that new clients start fast and love working with us.

  • Meet with clients for Cover Design Review and Book Interior Review calls to capture full feedback so that the team can respond quickly and fully.

  • Gain a thorough understanding of our project management approach and the “Rules of Flow” applied to book projects to maintain forward progress.

  • Be proactive–anticipate client needs–to maximize client confidence in you and the company.

  • Skillfully influence client behavior, always advocating for the client and the project.

  • Coordinate with the team to:

    • Manage the Book Cover Design process (coordinate with contract designers) so that every client gets a Bookstore Quality Cover.

    • Manage the Interior Page Layout Process (coordinate with contract designers) so that every book we publish looks polished and professional.

    • Manage the book illustration design process (coordinate with contract designers) so that all client illustrations are polished, accurate, and delivered on time.

  • Conduct one-off client support calls to assist clients when needed so that clients are never alone and never stuck.

  • Monitor our client-facing inboxes where clients request help and support so that all client support requests are fulfilled within 1 business day or less, or if the response will take longer, set clear expectations with the client.

  • Be alert to client successes and identify clients for our case study and testimonial process so that we continually build proof that we are the best in the world at what we do.

  • Master our current process and identify opportunities to make our processes even better so that we deliver bigger results faster and cheaper every month.

Competencies:

  • Honesty/integrity. Does not cut corners ethically. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully. 

  • Intelligence. Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 

  • Communication. Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail.

  • Proactivity. Acts without being told what to do. Brings new ideas to the company.

  • Follow-through on commitments. Lives up to verbal and written agreements, regardless of personal cost. 

  • Attention to detail. Does not let important details slip through the cracks or derail a project. 

  • Persistence. Demonstrates tenacity and willingness to go the distance to get something done. 

  • Organization and planning. Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities. 

  • Efficiency. Able to produce significant output with minimal wasted effort.

  • Aggressiveness. Moves quickly and takes a forceful stand without being overly abrasive.

  • Flexibility/adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 

  • Calm under pressure. Maintains stable performance when under heavy pressure or stress. 

  • Enthusiasm. Exhibits passion and excitement over work. Has a can-do attitude. 

  • Work ethic. Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. 

  • High standards. Expects personal performance and team performance to be nothing short of the best. 

  • Openness to criticism and ideas. Often solicits feedback and reacts calmly to criticism or negative feedback. 

Ways of Being:

  • Be alert to issues and problems in the delivery of client projects, so that clients are never alone, and never stuck. That in you they have an advocate driving forward progress on their book project. Work with the Director of Operations to organize the team and resources to get things working to our standard of excellence.

  • Represent our culture at all times.

  • Arrive prepared and stay on track, focused, and present in every call you participate in.

  • Respond fast to communication from the CEO, the Director of Operations, the Chief of Staff, and the rest of the team, reinforcing the team's culture.

Requirements

  • Knowledge of The Million Dollar Author Method™ and the “Rules of Flow for Book Projects” (Will train new team members on these.)

  • Experience in managing marketing projects and working with clients–specifically entrepreneurs and business owners.

  • The secret code is 1015

  • Knowledge of general business principles and strategy.

  • Impeccable organizational skills.

  • Responsiveness.

  • Resourcefulness–able to find the resources needed to get the job done.

About Million Dollar Author:

Million Dollar Author™ helps entrepreneurs, financial advisors, lawyers, B2B consultants, and professionals of every stripe add 7-figures of revenue to their business by writing, publishing and promoting a bestselling business book. 

We’re up to big things… 

Our 25-year Vision:

By 2047 we have published 10,000 books for our clients. In the process, we have transformed how each of our clients grows their business. They can attract clients of their own easier, faster, and for bigger fees than their competitors. Through our work, clients improve their businesses, families, communities, professions, and the lives of the people they serve.

Each client’s new book capability has positioned them as the thought leader within their market. They can now help many more people than before and their expanded impact multiples our positive impact around the world.

Every book we produce is a force for good. 

Guiding Principles:

If you can commit to and live with the following principles, then you are the type of person who will be successful and thrive in our company. If you feel this level of engagement is not right for you or that you’re not willing or able to participate with us at this level, we are not a good fit for you.

We expect that you will take the steps necessary to do what you say you are going to do and be accountable for your actions. We understand that not every person is ready for this level of performance, and we appreciate the honesty of those who decide this is not the right place for them. On the other hand, you would make an ideal candidate to join our company if you are willing to commit to the following principles: 

  • Accountability: See It, Own It, Solve It, Do It

  • Live the Golden Rule, always: Show others that you care

  • All progress starts by telling the truth: Communicate candidly 

  • Become part of the solution 

  • Make the complex look easy

  • Respect for others and their feelings 

  • Act now! 

  • Ask the question: “What else can I do?” 

  • Ask the questions: “What coaching do you have for me?” and “What can I do better?” 

  • Own the outcome

  • Take pride in the work, for its own sake

  • Reject average

We are a 100% virtual team (since 2010) with team members in Florida, South Carolina, Georgia, Mexico, Central America, South Africa, and the Philippines. For this position, you would operate on U.S. Eastern time to facilitate meetings with our U.S.-based clients - Best Time Zone: US East Coast

To Apply:

Please email your resume and cover letter to [email protected]

Your cover letter should include:

  1. Our philosophy is if it’s not a win-win, then there’s no deal! It’s important for us that you feel you’ve found your dream position. Tell us how you think this job will be a fit for you! Sell us on why we would benefit from having you on the team! 

  2. Tell us your EXACT income expectations (hourly or salaried). Assuming this position is a perfect fit, what’s the minimum salary would need to be for you to get your financial needs met? Please be PRECISE in your communications as it sets the expectation moving forward. 

  3. In the subject line of the email, please include the position title and the secret code– all other applications will be discarded. If you don't have the secret code, please do not apply.

  4. We can’t wait to see your resume, so please attach it. Please note that without an accompanying document (letter, attachment, video, podcast, series of tweets) addressing the above, your resume will NOT be reviewed.