Client Relations Manager

We're looking for the crazy ones that are going to change the world - if that's you - apply now.

Newchip is a virtual startup accelerator that provides world-changing early-stage companies with the software tools, training, mentorship, and the investor network necessary to successfully raise capital, build, and scale their businesses to eventual exit. We're in 100+ countries and have a portfolio of over 2,000 startups that have raised $1B+ in funding since our launch in 2019.

Do you love Shark Tank? Imagine every day being like an episode but on a global scale, that's what we do. We recruit top startups and we launch virtual cohorts each month from our HQ in Austin, TX, with a goal of coaching each to a point of invest-ability. We then invest in our top program graduates alongside our 3,000+ investor network and work with them until exit.

-We're a veteran founder team with decades of experience, acquisitions and exits under our belts, and we're looking for the next member of our team that meets both our core values and can add their skillset to our melting pot of diversity.

-We're only recruiting entrepreneurial and driven individuals who are in it for the long haul to reach an IPO and that want to truly assist startups to drive results that create investment returns to our investors and investor partner network.

-If you're looking to make a difference in the world and learn in 1 year what most learn in 5, we're here to provide the mentorship, leadership, and potential to make that dream a reality - if you're here looking for a 9-5, our company isn't for you.

Apply today to join the 100+ employees in our HQ in Austin, Texas, or join one of our remote teams around the globe!

The Role

As the Client Relations Manager, your focus will be on both the positive program graduation phase of the client lifecycle (i.e. capturing positive reviews and success stories that highlight the benefits of our coaching accelerator programs) as well as being the final escalation point for clients that: request refunds or fail out from program due to attendance or performance.

You will build and maintain lasting relationships with clients who have successfully completed our programs and showcase their achievements and on the other side hold escalated clients accountable for their actions, managing negative experiences with a fair and professional approach. Your ultimate goal is to safeguard our revenue while retaining our valuable clients.

To be successful in this role, you must have strong communication and negotiation skills and the ability to understand client needs, while being an accountability coach. Previous customer/client service experience and knowledge of our industry are required. You will be tough but fair in holding clients accountable while focusing them on developing their own success.

Total Annual Comp: Up to $180,000

Total Cash (Base + Bonus) Up to $130,000 depending on experience

Total Stock: Up to $50,000 Per Year ($250,000 Total)

Responsibilities

• Building and maintaining strong relationships with clients who successfully complete our coaching accelerator programs and tracking those relationships through NPS and CSAT type survey systems we've developed.
• Capturing positive reviews and success stories to showcase the benefits of our programs to potential future clients.
• Handling the final stage of escalation of clients who fail out or are terminated due to lack of attendance or performance or that request refunds for XYZ reason (to include managing and running the investigation process).
• De-escalating any client situations that make it to your level from account managers or other leaders, and ultimately managing negative reviews in a fair and professional manner that is a win for both client and company.
• Holding clients accountable for their actions while supporting their success - offering program replacements/re-starts where necessary, partial refunds, and total refunds if we fail to deliver as a company.
• Collaborating with other teams to ensure client satisfaction and retention while also identifying areas of improvement and providing feedback to enhance the client experience to teams across the company.
• Maintaining accurate records of client interactions, transactions, and investigation results.
• Staying up-to-date with industry trends, certifications, and changes to better serve clients.

Requirements

• Proven experience as a Client Relations Manager or Relationship Manager
• Proven track record of meeting and exceeding targets
• Background in customer service or client relations; industry knowledge is a plus
• Experience tracking relevant KPIs (e.g. client satisfaction CSAT and NPS)
• Proficient in MS Office, with working knowledge of CRM platforms (e.g. Hubspot)
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• BSc/BA in Business Administration, Marketing or a related field

Benefits

• Be a part of a global team with our headquarters in East Austin, Texas
• Industry leader in compensation packages including base plus performance incentives, equity, and company stock.
• Fully covered benefits that include medical, dental, vision, life, and disability insurances; plus a 401k program.
• Join an active culture and become a pillar in the startup community with weekly team outings and community events.
• Access to all of our accelerator certificate programs if you launch a startup during your career here (valued at $1M+).
• Active culture with a gym at HQ with bouldering, weight gym, classes, yoga, steam-rooms, and showers on-site.
• Unlimited PTO policy to include Holiday, Sick Days, and Election Day off each year to support work life balance.
• ClassPass membership gives you worldwide access to thousands of top-rated gyms, fitness studios, salons, and spas.
• Weekly catered lunch on Fridays, as well as unlimited snacks and coffee for in-office employees.
• Opportunity to make a meaningful impact in a revolutionary space working with thousands of startups around the globe.