Client Success Account Manager - Leadership Development & Executive Coaching

IMPACT Group is a certified woman-owned career coaching firm based in St. Louis, MO that focuses on leadership development and executive coaching, relocation, and outplacement solutions. Our team of 300+ is united on one idea: People can succeed professionally and personally even through difficult career challenges and transitions. We are building a better world by empowering people to find and grow great careers. Whether people are developing as leaders, stepping into new roles, or navigating change, IMPACT Group coaching and development programs make a differencehelping individuals build skills, increase impact, and thrive in meaningful careers while supporting organizational goals.Were on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes large and small, national and global our business model emphasizes the importance of human connections. Join IMPACT Group and youll be helping others move their careers forward!Candidates are preferred to reside in the St. Louis metro area. The position is hybrid - nearly fully remote with about 5-10% in our Chesterfield, MO office. This is a full-time, exempt position with benefits.Job Summary : Manages Leadership Development and Executive Coaching accounts by providing high-quality, consultative service to existing and potential clients. Continuously builds rapport and establishes strong relationships with client stakeholders (e.g., HR, Talent/L&D leaders, and program sponsors) to ensure retention, satisfaction, and successful program outcomes while maximizing business opportunities. Maintains and leverages a broad knowledge base of IMPACT Groups leadership development and executive coaching solutions, as well as systems and processes, to consistently exceed client expectations. Manages and prioritizes client requests and issues, coordinating across internal teams to deliver a seamless coaching experience.Key Responsibilities :Serve as the day-to-day contact for Leadership Development and Executive Coaching client organizations/accounts, working closely with Sales and internal delivery teams. Coordinate onboarding and kickoff activities for new coaching engagements and leadership development programs, confirming scope, timelines, stakeholders, and communication plans. Support coaching engagement logistics, which may include coach matching coordination (as applicable), scheduling support, distribution of program materials, and tracking engagement milestones. Lead sales efforts for coaching SMB qualified leads. Handle questions and inquiries from clients and, as appropriate, coaching participants regarding program process, logistics, and available resources. Research information and draw appropriate parties together (Sales, Coaching Delivery, Operations, coaches, and client stakeholders) to effectively resolve needs, questions, and escalations. Monitor engagement health and utilization, identify risks (e.g., delayed starts, low participation, scheduling barriers), and escalate early to protect client experience and outcomes. Prepare, update and distribute standard and ad hoc reports to clients, sales and leadership related to engagement status and program-level outcomes, while maintaining appropriate confidentiality boundaries in executive coaching. Research client and account information (stakeholders, organizational context, goals, and preferences) to anticipate needs and support program success. Help sales team prepare for quarterly business reviews and annual reviews with clients and may participate in review meetings. Ensure client satisfaction by communicating and corresponding with clients, assisting with proposals/renewals, coordinating materials for presentations, and helping to create leadership development and executive coaching marketing packages. Updates and maintains accurate client and engagement information in CRM system. 10-15% travel (St. Louis office and/or client sites). Performs other duties as required. Qualifications :Bachelors degree in business management or related field. Minimum three years in a customer service or account management role preferred; experience supporting leadership development and/or executive coaching programs is required. Exhibits a high level of professionalism and a strong work ethic; highly motivated, detail-oriented and resourceful. Responsive and client service oriented; consultative, solutions-focused approach. Excellent time management and prioritization skills and ability to thrive in a changing environment. Able to effectively deal with ambiguity and create needed structures, systems and processes. Experience with CRM's such as Salesforce, Microsoft Dynamic, Salesloft or similar CRMs required. Effective project management skills, able to influence others to meet deadlines across multiple stakeholders and timelines. Understanding of organizational structures, cultures and decision-making processes. Excellent interpersonal and critical thinking skills; able to communicate effectively with senior leaders/executives and HR/Talent stakeholders. Must be an active listener as well as an articulate and adaptable communicator. High discretion and sound judgment; ability to handle sensitive information appropriately. Proficient using Internet, MS Office and email applications. What Makes You a Great Fit :Youre energized by building long-term client relationships and delivering a high-quality experience from kickoff through completion and renewal. You communicate with confidence and professionalism across a range of stakeholders, including HR/Talent partners and senior leaders. Youre highly organized and proactivecomfortable managing multiple engagements, timelines, and details simultaneously. You use sound judgment and maintain discretion, understanding the importance of confidentiality in executive coaching environments. Youre resourceful and solutions-oriented, bringing the right people together to resolve issues and keep programs moving forward.Please read more about us at http://www.impactgrouphr.com/At IMPACT Group, we believe that diversity drives innovationand that work should be accessible to everyone. We are an Equal Opportunity Employer committed to equity and inclusion across race, ethnicity, gender, sexual orientation, gender identity, disability, age, neurodiversity, veteran status, and every intersection in between.We support flexible, remote, and hybrid work arrangements and are intentional about creating an environment where all team memberswhether in-office or remotecan contribute fully and thrive.Accessibility is a priority. If you need accommodations during the application or interview process, or while working with us, well partner with you to ensure a barrier-free experience.We know that people are at the heart of every successful transitionwhether it's relocation, career change, or professional development, we are committed to building a team that reflects the diverse individuals and communities we serve across the globe. Applicant Data Disclosure & Privacy Notice (GDPR + CPRA) This Applicant Data Disclosure & Privacy Notice (Notice) explains how IMPACT Group (Company, we, our, or us) collects, uses, shares, retains, and protects personal data in connection with our recruiting and hiring process, including when you apply for a job through our applicant tracking system (ATS). This Notice applies to applicants, candidates, and individuals interacting with our recruitment process (Applicants). 1) Who We Are (Controller / Business) Company Name: IMPACT Group Address: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United States Email: hresources@impactgrouphr.com Phone: + 1 800-420-2420 GDPR Data Controller For individuals located in the European Economic Area (EEA), United Kingdom, or Switzerland, IMPACT Group is the data controller of your personal data. California CPRA Business For California residents, IMPACT Group is a business as defined under the California Privacy Rights Act (CPRA). 2) Categories of Personal Data We Collect We may collect the following categories of personal data from you, depending on the role and recruitment stage: A. Identifiers & Contact Information Name, email address, phone numberMailing address (if provided)Online identifiers (e.g., IP address, device identifiers) B. Professional & Employment-Related Information Resume/CV, cover letter, work history, educationCertifications, languages, skills, portfolio, writing samplesReferences and referral information (if provided) C. Recruiting Process Information Interview notes, assessment results, communicationsApplication status, scheduling history, outcomes D. Sensitive Personal Information (Only When Permitted/Required) We may collect limited sensitive personal data only where permitted by law and/or relevant to the hiring process, such as:Disability or accommodation needsWork authorization/immigration status (as required)Diversity/equal opportunity data (optional, where applicable)Background check results (only after applicable notice/authorization)We do not use sensitive personal information to infer characteristics about you for unrelated purposes. E. Technical & Usage Data (ATS and Website) Log data, browser type, operating systemInteraction data within our career site/ATS 3) Sources of Personal Data We collect personal data from:You directly (applications, communications, interviews)Recruiting sources you authorize (e.g., LinkedIn or job boards)Referees you provide (where permitted)Service providers supporting recruiting (e.g., ATS, assessments)Background check providers (only where applicable and authorized) 4) Purposes for Using Personal Data We use your personal data to:1. Process your application and evaluate your qualifications2. Communicate with you about roles, interviews, and outcomes3. Conduct interviews and assessments (where applicable)4. Verify information provided (e.g., references, work eligibility)5. Perform background checks (only when permitted/authorized)6. Comply with legal obligations, including employment and recordkeeping laws7. Improve our recruiting process, including system administration, analytics, and security8. Maintain talent pools (with your consent where required) 5) Legal Bases for Processing (GDPR) If you are located in the EEA/UK/Switzerland, we process your personal data under one or more of these legal bases:Legitimate Interests: to manage recruitment, assess candidates, and secure our systemsContract / Pre-contractual Steps: to take steps at your request prior to entering an employment contractLegal Obligation: to comply with employment, tax, immigration, and equal opportunity lawsConsent: for certain optional activities (e.g., keeping you in a talent pool, diversity data where required)You may withdraw consent at any time where processing is based on consent, without affecting the lawfulness of prior processing. 6) CPRA Notice at Collection (California Applicants) If you are a California resident, the CPRA requires that we disclose the categories of personal information collected and the purposes for which it is used.We collect the categories listed in Section 2 above for the business purposes described in Section 4, including:recruiting and hiring decisions,security and fraud prevention,legal compliance,internal operational purposes.We do not sell your personal information.We do not share your personal information for cross-context behavioral advertising (as defined by the CPRA). 7) How We Disclose/Share Personal Data We may disclose personal data to:A. Internal StakeholdersHR, recruiting staff, hiring managers, and interviewersInternal legal, IT, finance, and security staff (as needed)B. Service Providers / ProcessorsWe use vetted third-party providers that support recruitment, such as:Applicant Tracking System providerInterview scheduling toolsVideo conferencing platformsSkills/assessment providersBackground check providers (where applicable)These parties are required to use personal data only to provide services to us and to protect it appropriately.C. Legal and Compliance DisclosuresWe may disclose data if required to comply with law, regulation, legal process, or government requests, or to protect rights and safety.D. Corporate TransactionsIf we are involved in a merger, acquisition, or asset sale, your data may be transferred as part of that transaction, subject to confidentiality protections. 8) Automated Decision-Making We do not make hiring decisions based solely on automated decision-making that produces legal or similarly significant effects.If we use automated tools to assist with recruiting (for example, to help sort applications), they are used with human review and appropriate safeguards. 9) Data Retention We retain applicant data only as long as reasonably necessary for recruiting and legal compliance.Typical retention periods:Unsuccessful candidates: [e.g., 13 years] after the hiring decisionHired candidates: data may be transferred into personnel files and retained per employment record retention rulesTalent pools: retained until you request deletion or after [e.g., 2 years] of inactivity, whichever occurs firstRetention may vary by jurisdiction and legal requirements. 10) International Transfers (GDPR) Because we are U.S.-based, your information may be transferred to and processed in the United States or other countries where we or our service providers operate.Where required under GDPR, we use appropriate safeguards such as:Standard Contractual Clauses (SCCs) approved by the European Commission, and/orOther legally recognized transfer mechanismsYou may request more information about these safeguards by contacting us. 11) Your Rights A. GDPR Rights (EEA/UK/Switzerland)You may have the right to:Access your personal dataCorrect inaccurate or incomplete personal dataRequest deletion (right to be forgotten)Restrict processingObject to processing (including based on legitimate interests)Data portability (where applicable)Lodge a complaint with your local supervisory authorityB. CPRA Rights (California Residents)You may have the right to:Know what personal information we collect, use, and discloseAccess specific pieces of personal informationDelete personal information (subject to exceptions)Correct inaccurate personal informationLimit the use and disclosure of sensitive personal information (where applicable)Not be discriminated against for exercising your privacy rightsTo exercise your rights, contact us using the information in Section 12. 12) How to Submit a Privacy Request To exercise privacy rights, please contact:Email: hresources@impactgrouphr.com Subject Line: Applicant Privacy RequestMail: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United StatesWe may need to verify your identity before fulfilling your request. If you use an authorized agent (California), we may request proof of authorization. 13) Security Measures We use reasonable administrative, technical, and organizational safeguards designed to protect applicant data, such as access controls, encryption (where appropriate), and vendor security requirements.No system can be guaranteed 100% secure, but we work to protect your personal data against unauthorized access, loss, misuse, or alteration. 14) Equal Opportunity and Optional Demographic Data Where permitted or required, we may request optional demographic information (e.g., gender, race/ethnicity, disability status) to support equal employment opportunity reporting and diversity initiatives.Providing this information is voluntary (where applicable) and will not affect hiring decisions. 15) Childrens Privacy Our recruiting process is not intended for children under 16, and we do not knowingly collect personal data from children through our ATS. 16) Changes to This Notice We may update this Notice periodically. If we make material changes, we will post the updated Notice with a revised effective date. Powered by JazzHR PI940e0c25a47f-26289-40402514