• Lead structured resolution calls with clients experiencing dissatisfaction or considering cancellation • Identify underlying concerns, goals, and expectation gaps through direct and empathetic conversation • Rebuild clarity, confidence, and alignment with the program when appropriate • Negotiate and secure the strongest mutually beneficial outcome, with a focus on retention and value preservation • Finalize agreed resolutions live on the call, including documentation and next steps • Review client history, expectations, and submitted concerns prior to each call • Assess the full client journey across marketing, sales, onboarding, and coaching • Identify potential expectation gaps, communication breakdowns, or process issues • Confirm attendance through proactive outreach • Conduct end-to-end case audits to determine where friction occurred • Evaluate alignment across: - Sales expectations and positioning - Coaching delivery and documentation - Communication standards and response times • Submit structured reports outlining: - Root cause analysis - Recommended client resolution pathways - Process improvement opportunities • Identify patterns and trends impacting client satisfaction • Provide actionable feedback to leadership across marketing, sales, and fulfillment • Ensure accurate documentation of outcomes, contracts, and CRM updates