Success Coaches help other citizens learn how to succeed on empowr. Through helping others earn, Success Coaches help empowr achieve its mission – improving lives around the world.
How do you become a Success Coach?
To become a Success Coach, you need to first achieve success yourself, as well as demonstrate that you have thorough knowledge of the empowr platform.
Once you have reached the Orange Star Power Level, you’ll become eligible to take the Success Coach exam. By successfully completing the exam, you will officially become a Success Coach and will begin receiving clients to teach.
What are the responsibilities of a Success Coach?
- Answer client questions: Answer all questions within 24 hours, with the goal of answering them in 9 hours or less.
- Moderate and approve ads and marketplace listings: Review ads within 48 hours and provide feedback
- Stay updated: Read the SC Blog and the Presidential Blog to stay informed of any site updates or new features. Use the Learning Center as a resource to find answers.
- Be Available: Coaches commit to being online every day (unless they're on vacation) to help other citizens succeed
- Be Positive: Coaches must lead by example, and remain positive community citizens, and adhere to the Terms and Services.
*Once you become a team leader, you must also audit all of the messages from the SCs that report to you within 24 hours.
Team Structure
There is a hierarchy to the Success Coach program, which ensures all Success Coaches have an experienced coach on their team to turn to for advice and guidance.
Power Teams are made up of 4 coaches maximum under one Coach - except the head coach. To become a Power Team leader one must master coaching and have the ability to lead others. Always go to your Success Coach (Power Team Head) first with any issues or questions you have.
The President's Cabinet are the Leaders of the Program and are selected personally by the President. Only Success Coaches can be Congressmen, Senators, or run for President.
Success Coach Client Center
The Success Coach Client Center is the primary tool that helps Success Coaches manage their responsibilities.
To access your Success Coach Client Center, click on “Teach” from the left navigation bar.
From the Success Coach Client Center you can message clients, moderate ads, adjust settings, schedule vacation, and create support tickets.
Client Messages
Within your inbox and Success Coach Client Center you can view and respond to all of your client messages.
Just click on your unread messages with the client to read and respond.
These messages can also be accessed from your inbox.
In your responses to clients, you should always answer their questions to the best of your ability, and offer guidance on what they need to do to succeed. In doing so, you are building trust with your clients and providing RACE (Radically Awesome Customer Experience).
Use the Learning Center, the SC Blog and your Success Coach to answer questions. If a client is unable to pay their Ad Platform fee, you should advise them to keep working, and try to sell more products so that they can pay their fee with their profits.
If a citizen who is not your client asks you a question, you should do your best to help them.
All Success Coach communications with clients are audited daily for quality and accuracy – your monthly bonuses are based on how well your Communication Quality is.
Auditing Messages
In order to provide Radically Awesome Customer Experience (RACE), your messages are monitored by your supervisor, your Head Coach, the president and the auditing team every day.
If you receive feedback from an audited message, you should take action within 24 hours of receiving that feedback – usually the feedback will be for you to write back to your client with better information. Viewing the audits objectively and incorporating the suggested feedback will help you to succeed as a Coach.
How are they monitored?
“Coach Communication Area" is located at the top of your messages and allows coaches and auditors to provide feedback. Any coaches in the conversation are listed at the top.
The coach communication is NOT where you should report issues on behalf of your client; message your coach directly to report these issues.
Respond to all client messages, even if clients have created multiple threads. If you have answered a question previously in another message, simply link the URL from the original message. All past communications between you and your client are located above the coach communication area. Copy the link to the thread where you responded to your client and paste it in the coach communication area.
How do you know if you’ve received feedback from an audited message?
Every audited message that has feedback in it will be copied to you in your inbox as well as to the coach that you report to.
Audited messages will have an “SC Audit” on the right side of the message details. When you click on the message, you’ll be able to see feedback in the Coach Communication Area at the very top of the message.
The color coded system helps clients understand whether it is positive feedback or if corrective action is needed.
Green = Auditor says your answer was 'Outstanding'
Blue = Auditor gives a suggestion as to how to improve your answer
Yellow = Auditor determines your answer 'Needs Improvement'
This is an example of a message that “Needs Improvement” – red writing is on the top of the message indicates the Success Coach needs to take action.
In this example, the Success Coach is making a suggestion to the client on how to improve the answer.
Configure Auto-Responders
There are a variety of automated messages that go out to your clients on your behalf.
You can edit these to make them more personal, and to include the most up-to-date information about the site.
To edit your auto-responders, click on “Tools” and then "Configure Auto-Responders"
Then select the auto-responder you want to edit.
Make your changes, then press "Update"
Client Ads and Provide Listings
All moderated ads and product listings should have proper grammar, a relevant image, and 4 relevant Search Terms. Certain items are not allowed to be sold, such as: gift cards, mobile phone cards, affiliate marketing, registered software, or other digital products where the seller has not stated they have the resell rights. Success Coaches can edit clients’ ads, but not their posts.
Success Coaches need to maintain an 80% moderation score or may be removed. This means 80% of the ads they approve should need no further moderation. Use a browser with spell check built in, such as Firefox or Google Chrome to reduce spelling errors when approving Ads.
Where do you go to moderate your client’s ads?
Team Structure
There is a hierarchy to the Success Coach program, which ensures all Success Coaches have an experienced coach on their team to turn to for advice and guidance.
Power Teams are made up of 4 coaches maximum under one Coach - except the head coach. To become a Power Team leader one must master coaching and have the ability to lead others. Always go to your Success Coach (Power Team Head) first with any issues or questions you have.
The President's Cabinet are the Leaders of the Program and are selected personally by the President. Only Success Coaches can be Congressmen, Senators, or run for President.
Success Coach Client Center
The Success Coach Client Center is the primary tool that helps Success Coaches manage their responsibilities.
To access your Success Coach Client Center, click on “Teach” from the left navigation bar.
From the Success Coach Client Center you can message clients, moderate ads, adjust settings, schedule vacation, and create support tickets.
Client Messages
Within your inbox and Success Coach Client Center you can view and respond to all of your client messages.
Just click on your unread messages with the client to read and respond.
These messages can also be accessed from your inbox.
In your responses to clients, you should always answer their questions to the best of your ability, and offer guidance on what they need to do to succeed. In doing so, you are building trust with your clients and providing RACE (Radically Awesome Customer Experience).
Use the Learning Center, the SC Blog and your Success Coach to answer questions. If a client is unable to pay their Ad Platform fee, you should advise them to keep working, and try to sell more products so that they can pay their fee with their profits.
If a citizen who is not your client asks you a question, you should do your best to help them.
All Success Coach communications with clients are audited daily for quality and accuracy – your monthly bonuses are based on how well your Communication Quality is.
Auditing Messages
In order to provide Radically Awesome Customer Experience (RACE), your messages are monitored by your supervisor, your Head Coach, the president and the auditing team every day.
If you receive feedback from an audited message, you should take action within 24 hours of receiving that feedback – usually the feedback will be for you to write back to your client with better information. Viewing the audits objectively and incorporating the suggested feedback will help you to succeed as a Coach.
How are they monitored?
“Coach Communication Area" is located at the top of your messages and allows coaches and auditors to provide feedback. Any coaches in the conversation are listed at the top.
The coach communication is NOT where you should report issues on behalf of your client; message your coach directly to report these issues.
Respond to all client messages, even if clients have created multiple threads. If you have answered a question previously in another message, simply link the URL from the original message. All past communications between you and your client are located above the coach communication area. Copy the link to the thread where you responded to your client and paste it in the coach communication area.
How do you know if you’ve received feedback from an audited message?
Every audited message that has feedback in it will be copied to you in your inbox as well as to the coach that you report to.
Audited messages will have an “SC Audit” on the right side of the message details. When you click on the message, you’ll be able to see feedback in the Coach Communication Area at the very top of the message.
The color coded system helps clients understand whether it is positive feedback or if corrective action is needed.
Green = Auditor says your answer was 'Outstanding'
Blue = Auditor gives a suggestion as to how to improve your answer
Yellow = Auditor determines your answer 'Needs Improvement'
This is an example of a message that “Needs Improvement” – red writing is on the top of the message indicates the Success Coach needs to take action.
In this example, the Success Coach is making a suggestion to the client on how to improve the answer.
Configure Auto-Responders
There are a variety of automated messages that go out to your clients on your behalf.
You can edit these to make them more personal, and to include the most up-to-date information about the site.
To edit your auto-responders, click on “Tools” and then "Configure Auto-Responders"
Then select the auto-responder you want to edit.
Make your changes, then press "Update"
Client Ads and Provide Listings
All moderated ads and product listings should have proper grammar, a relevant image, and 4 relevant Search Terms. Certain items are not allowed to be sold, such as: gift cards, mobile phone cards, affiliate marketing, registered software, or other digital products where the seller has not stated they have the resell rights. Success Coaches can edit clients’ ads, but not their posts.
Success Coaches need to maintain an 80% moderation score or may be removed. This means 80% of the ads they approve should need no further moderation. Use a browser with spell check built in, such as Firefox or Google Chrome to reduce spelling errors when approving Ads.
Where do you go to moderate your client’s ads?
The client’s number of pending ads is listed in the second column next to their name – click on this number to bring up all their pending ads.
The next page will display an ad awaiting approval. On the right side you’ll see the ad. Scroll through each tab, and use the ad criteria to approve or disapprove the ad. Provide feedback to the client if rejecting their ad. Click “Process” when done, and move on to the next ad.
Client Count
Success Coaches can set the maximum amount of new clients assigned daily. The default currently is 10; unless you're getting overloaded leave it at 10 to ensure you continue getting new clients.
To change how many clients you are receiving click on “Tools”
The box below will appear - select the maximum number of clients you’d like to receive per day.
Vacation
Success Coaches are entitled to one day off every two weeks (additional time is allowed as long as you clear it with your team leader). To book time off, contact your Team Leader with 72 hours’ notice. They will enable your vacation button if they can provide coverage. Send your Team Leader a message once you have turned on your vacation, and once you return.
The vacation button can be found in your tools. Click "Vacation" and then "Turn On Vacation”
Remember to turn off your vacation when you return.
Please note: Unauthorized absences are will lead to your removal from the SC program.
Support Tickets
The Support Tickets tab is for Success Coaches to report issues to empowr customer support if the Success Coach cannot resolve it on their own. Success Coaches can ask their Team Leader if they cannot decide if the issue warrants a Support Ticket to the empowr team.
Click on “Submit Support Ticket” from the action item under the client name.
Choose the ticket is for your client, or another empowr citizen. If it is your client, once you start typing the client’s name, all your clients names will start pulling up. If it is not one of your clients, click “No” and then provide the citizen’s profile page URL.
Then pick the appropriate ticket topic from the “Support Ticket Type” drop down and provide a detailed description of the issue.
Providing empowr with the full information on the issue helps to resolve the concern as quickly as possible. When submitting a ticket, provide the “Who, What, Where and When” for the issue:
Success Coach Ratings & Viewing Client Balances
Clients are able to rate their Success Coaches and give their Success Coach the authority to view their balance. Sharing their balance helps the Success Coach answer balance related questions more easily, without allowing access to any personal information.
Clients can rate their Success Coach from 1 to 10 on whether or not they would recommend their Success Coach to other citizens. To stay in the Success Coach program, coaches must maintain an average rating of 8.0.
To share their balance or rate their Success Coach, the client can open any message with the Success Coach and scroll to the very bottom.
Changing your Success Coach
Clients can switch Coaches every two weeks if they choose to by going to “Teach” and then clicking on “Choose a new Coach.”
Clients can select a new Coach based on the Coach’s success or language they speak.
If someone chooses to work with another coach instead of you, you should not take it personally as there are a wide variety of factors that may cause for someone to make this decision. It is not a reflection on you, or your ability to help others.
SC Blog
The SC Blog is a great resource for Success Coaches and helps you stay current with any changes to the site, and includes messages from the President and his cabinet. Check the SC Blog at least once each day.
Success Coaches share tips that can help you enhance your communication and effectiveness with clients.
Click on “Teach” to access the SC Blog.
Success Coach Earnings
Base Compensation
The Success Coaches’ earnings (Base Compensation) is a percentage of their clients’ profits. These earnings do not take away from client earnings. The percentage is based on how long the client has been an empowr citizen. Success Coaches will earn whether or not clients pay their Ad Platform fees, but their profits are severely limited when it is not paid on time. Success Coaches earn:
Bonuses
Success Coaches can earn bonuses on top of their Base Compensation. To quality, they must rank in the top 75% of Communication Quality. Communication Quality is calculated based on how many “Needs Improvements” you receive in proportion to how many messages you answer.
Success Coaches should focus on giving your clients the best and most appropriate responses to their questions in order to raise their Communication Quality score.
If you are in the top 75% of Communication Quality, you are eligible to receive the Client Success Bonus, Client Happiness Bonus, and the Fast Responder Bonus. You must rank in top percentage for any of these ratings to receive the bonus.
Client Success Bonus
The Client Success Bonus is based on how often your clients are in the green (in each of the 1, 2, 3 steps at the top of their homepage) every single day.
Each of your clients has the opportunity to “go green” 3 times each day (by Optimizing, Maximizing and Monetizing their account). Client Success Rate is calculated by adding all the times they were in the green and then dividing by the total amount of opportunities they had to be in the green.
Vacation
Success Coaches are entitled to one day off every two weeks (additional time is allowed as long as you clear it with your team leader). To book time off, contact your Team Leader with 72 hours’ notice. They will enable your vacation button if they can provide coverage. Send your Team Leader a message once you have turned on your vacation, and once you return.
The vacation button can be found in your tools. Click "Vacation" and then "Turn On Vacation”
Remember to turn off your vacation when you return.
Please note: Unauthorized absences are will lead to your removal from the SC program.
Support Tickets
The Support Tickets tab is for Success Coaches to report issues to empowr customer support if the Success Coach cannot resolve it on their own. Success Coaches can ask their Team Leader if they cannot decide if the issue warrants a Support Ticket to the empowr team.
Click on “Submit Support Ticket” from the action item under the client name.
Choose the ticket is for your client, or another empowr citizen. If it is your client, once you start typing the client’s name, all your clients names will start pulling up. If it is not one of your clients, click “No” and then provide the citizen’s profile page URL.
Then pick the appropriate ticket topic from the “Support Ticket Type” drop down and provide a detailed description of the issue.
Providing empowr with the full information on the issue helps to resolve the concern as quickly as possible. When submitting a ticket, provide the “Who, What, Where and When” for the issue:
- Who all is involved? Provide profile URLs
- What happened? Provide screenshots or messages
- Where is the client? Where on the site is the issue occurring? Did you provide a link?
- When is it occurring? How many times did it happen?
Success Coach Ratings & Viewing Client Balances
Clients are able to rate their Success Coaches and give their Success Coach the authority to view their balance. Sharing their balance helps the Success Coach answer balance related questions more easily, without allowing access to any personal information.
Clients can rate their Success Coach from 1 to 10 on whether or not they would recommend their Success Coach to other citizens. To stay in the Success Coach program, coaches must maintain an average rating of 8.0.
To share their balance or rate their Success Coach, the client can open any message with the Success Coach and scroll to the very bottom.
Changing your Success Coach
Clients can switch Coaches every two weeks if they choose to by going to “Teach” and then clicking on “Choose a new Coach.”
Clients can select a new Coach based on the Coach’s success or language they speak.
If someone chooses to work with another coach instead of you, you should not take it personally as there are a wide variety of factors that may cause for someone to make this decision. It is not a reflection on you, or your ability to help others.
SC Blog
The SC Blog is a great resource for Success Coaches and helps you stay current with any changes to the site, and includes messages from the President and his cabinet. Check the SC Blog at least once each day.
Success Coaches share tips that can help you enhance your communication and effectiveness with clients.
Click on “Teach” to access the SC Blog.
Success Coach Earnings
Base Compensation
The Success Coaches’ earnings (Base Compensation) is a percentage of their clients’ profits. These earnings do not take away from client earnings. The percentage is based on how long the client has been an empowr citizen. Success Coaches will earn whether or not clients pay their Ad Platform fees, but their profits are severely limited when it is not paid on time. Success Coaches earn:
- 10% of clients’ profits for first 6 months
- 3% of clients’ profits for months 7-12
- 1.5% of clients’ profits for months 12-24
- 0.75% after 24 months as long they remain your clients
Bonuses
Success Coaches can earn bonuses on top of their Base Compensation. To quality, they must rank in the top 75% of Communication Quality. Communication Quality is calculated based on how many “Needs Improvements” you receive in proportion to how many messages you answer.
Success Coaches should focus on giving your clients the best and most appropriate responses to their questions in order to raise their Communication Quality score.
If you are in the top 75% of Communication Quality, you are eligible to receive the Client Success Bonus, Client Happiness Bonus, and the Fast Responder Bonus. You must rank in top percentage for any of these ratings to receive the bonus.
Client Success Bonus
The Client Success Bonus is based on how often your clients are in the green (in each of the 1, 2, 3 steps at the top of their homepage) every single day.
Each of your clients has the opportunity to “go green” 3 times each day (by Optimizing, Maximizing and Monetizing their account). Client Success Rate is calculated by adding all the times they were in the green and then dividing by the total amount of opportunities they had to be in the green.
Client Happiness
Client Happiness is based on how well your clients rate the platform in their monthly surveys. Clients can rate the site from 0 to 10. A rating of 9 or 10 will increase your overall Client Happiness Rating average, and a response of 0 through 6 will lower your average. Votes of 7 and 8 may also bring your rate down, because they act as neutrals.
Fast Responder Bonus
This bonus is based on how quickly you respond on average to client messages. Success Coaches are required to answer all messages within 24 hours, but it is preferred that Success Coaches respond much quicker.
Bonus Compensation
Again, you must be in the top 75% of Communication Quality to be considered for any of these bonuses. Additionally, to qualify for the Fast Responder Bonus, Success Coaches must be in the top 50% of fastest responders for the month.
For Client Success, Client Happiness, and Fast Responder compensation is a multiplier on their Base Compensation, and is split into 3 segments:
- The bottom 1/3 of eligible coaches will earn a bonus
- The middle 1/3 of eligible coaches will receive an even larger bonus
- The top 1/3 of eligible coaches will receive the largest bonus
New citizens are weighted 10 times more than an experienced citizen when your Client Happiness and Client Success rates are calculated.
That means that you should give new clients excellent attention and service to increase your chances of ranking in the top 1/3rd and receiving larger bonuses.
So Informational
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