Full-Time Customer Success Manager

The Home Care Customer Success Manager (Home Care CSM) will be responsible for the success and retention of their individual portfolio of home care customers. The Home Care Customer Success Manager will build deep relationships with a portfolio of home care agencies by onboarding, providing ongoing support, and driving conversion of A Place for Mom’s referrals for each agency. This role is critical to help our customers generate the highest return on their investment with A Place for Mom, expand our relationship with each customer, and increase retention.

To help achieve this, the Home Care CSM tracks and analyzes results for their account portfolio and communicates those results out to their accounts – offering insights into and suggestions for increasing activations and driving revenue.  The Home Care CSM will be evaluated by the performance of their individual portfolio of accounts on a quarterly basis.

Who you are:

The ideal candidate is both a sales person and an account manager who is highly competitive, results oriented and dedicated to working with our customer organizations to grow revenue.  You are an excellent communicator – both verbal and written – and have tremendous analytical and follow up skills.

The Home Care CSM works closely as a single supportive team with teams across A Place for Mom, including the Home Care Acquisitions, Data & Analytics, Care Advisors, and the rest of the Home Care Support Team, to achieve their goals by nurturing customer relationships and improving customer retention and performance. This position reports to the Manager of Home Care Customer Support.

What you will do:

• Deliver growth for your designated portfolio of home care customers by driving conversion of referrals.
• Build and nurture relationships with home care customers’ in-market resulting in increased customer retention and satisfaction.
• Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert A Place for Mom referrals to care.
• Implement proven strategies to drive client activations and improve the conversion rate of A Place for Mom referrals.
• Increase revenue by increasing monthly referral volume and upselling additional products.
• Conduct regular review of referrals and results via call or video conference. Educate home care customers on our value, process and best practices.
• Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service).
• Resolve invoice disputes fairly and equitably and communicate those results to customers in a supportive and positive manner.
• Communicate with the home care sales team regularly regarding challenges, incentives and changes within the market.
• Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate.
• Other duties as assigned.
• 3-5+ years of sales/account management experience.
• Demonstrated experience in the senior care industry or other relevant experience and willingness to learn.
• A strong track record of supporting and servicing a broad portfolio of indirect channel partners in a wide geographic area.
• Proven problem-solving abilities.
• Ability to deliver results while working in a highly independent and fast-paced environment.
• Experience working in a metrics driven environment.
• Excellent communication and presentation skills.
• Excellent customer service, coaching and training skills.
• Demonstrated ability to use tact and initiative and exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.
• Ability to independently organize own work, set priorities, and meet critical time deadlines.
• Strong computer skills necessary, including Word, Excel and PowerPoint.
• Willingness to travel and attend various conferences as needed.
• If you are hired to work as a Home Care Customer Success Manager you will be required to provide proof that you have received the COVID-19 vaccine within 45 days of your start date.

Education Requirements

Bachelor’s Degree preferred

Key Performance Indicators include but are not limited to

• Client activations / revenue growth
• Home care customer attrition / retention
• Assigned portfolio level conversion