Client Since: 2019 | Status: Ongoing
Industry: Business Coaching | Role: Member Success & Operations Lead
📌 Overview
As a key player in the Member Success Team, I’ve supported over 350+ agency owners in their growth journey by streamlining onboarding, optimizing coaching operations, and maintaining strong member engagement. With a tenure spanning 4 years, my role has evolved to encompass leadership support, team management, and full operational execution across departments.
💼 Key Responsibilities
✳️ Member Experience & Coaching Operations
- Successfully onboarded 350+ members, managing welcome sequences, coaching reminders, and follow-up workflows.
- Owned weekly coaching call schedules, served as MC/assistant during live sessions, and provided support for coaches and mentors.
- Generated member success reports to track progress and engagement.
🧠 Cross-Functional Team Coordination
Acted as liaison between multiple internal teams:
- CRM: Ensuring data accuracy and integrity.
- Billing: Monitoring payments, refunds, and account status.
- Tech (PHL): Overseeing workflows, automations, and backend setup.
- Design: Coordinating visual content for workbooks and session slides.
- Content: Collaborating on blog posts and weekly coaching recaps for the Member Portal.
🏛️ Leadership & Internal Operations
- Provided executive support to senior leadership.
- Ran weekly EOS meetings, updating Rocks, Top 3s, and departmental progress.
- Led the Quarterly State of the Union team meetings for alignment and review.
🎯 Event Support & Community Engagement
- Managed the virtual execution of Quarterly Intensives, including:
- Member registration setup
- Award coordination (plaques, ribbons, recognition, and shipping logistics)
- Actively supported the members-only Facebook group and coaching chat communities to ensure real-time assistance and engagement.
🔧 Tools & Platforms Used
Slack, ClickUp, Zoom, Infusionsoft, Google Workspace, Canva, Facebook Groups, and custom CRM systems.