About the position
About Us: Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV). About the Role: As a Premium Product Coach, you will provide personalized coaching and support to customers for all IBD premium products. Your primary objective will be to ensure that clients maximize the value of their investment and achieve their desired outcomes. You will work closely with clients to understand their goals, address their concerns, and provide expert guidance to enhance their experience with our premium products; Marketswitch, Leaderboard, Swing Trader. You will report to the Senior Manager, Premium Product and be based in our Los Angeles, California office. About the Team: Investor's Business Daily (IBD) is the leader in stock research and education. For over 35 years, IBD has helped countless investors around the world make more money in the market and achieve their financial goals. Founded with the mission of democratizing stock investing, IBD provides its customers access to the same type of research Wall Street uses to make decisions. All of IBD's products and content are based on a time-tested investing methodology, which uses fundamental and technical analysis to identify leading stocks before their big price increases. IBD helps its customers succeed in the market with its unparalleled stock research including market-beating stock lists, proprietary stock ratings and powerful investing tools that help them make more profitable trading decisions. In addition, IBD provides customers with world-class investing education that includes product coaching, interactive webinars, live and virtual workshops, videos, online courses and more. IBD joined the Dow Jones and News Corp family of companies in May 2021.
Responsibilities
- Provide individualized and white glove customer service to customers to ensure they understand the features, benefits, and usage of our premium products.
- Provide one-on-one coaching sessions to customers to help them overcome challenges, optimize product usage, and achieve their goals.
- Provide active support for clients on trials to IBD products in an attempt to get them on as a subscriber, typically involving phone, email and/or Zoom coaching sessions.
- Develop a deep understanding of premium products, including their functionalities, best practices, and potential applications.
- Conduct thorough assessments of customer's needs and requirements to tailor coaching strategies and recommendations accordingly.
- Address any issues or concerns raised by customers promptly and effectively, ensuring a high level of satisfaction and retention.
- Share insights, tips, and best practices related to premium products with customers through various channels, such as workshops, webinars, or written materials, including IBDLive.
- Build strong, long-lasting relationships with customers by demonstrating professionalism, empathy, and a commitment to their success.
- Solicit feedback from customers to continuously improve coaching services and enhance the overall customer experience.
- Ability to build content (stock market and/or product related) and present such content via webinars.
- Provide technical support as related to browser issues and/or technical bugs on our end.
Requirements
- 2-4 years of related experience.
- Sales related experience is highly valued.
- Proven experience in coaching, consulting, or customer success roles, preferably in the premium product or luxury goods industry.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients effectively.
- Strong problem-solving abilities and a customer-centric mindset.
- Solid organizational skills and attention to detail.
- Proficiency in using coaching tools and platforms.
- Ability to work independently and adapt to changing priorities and client needs.
- Strong knowledge and a passion for stock markets.
Benefits
- Commuter assistance
- Paid parental leave
- Health insurance
- Dental insurance
- Tuition reimbursement
- Paid time off
- Parental leave
- Vision insurance
- Referral program
- Retirement plan
