Home Care Customer Success Manager

A Place For Mom; Savannah (GA); Remote; USD 50,000 - 70,000; Full time

Job summary

A home care service company is seeking a Home Care Customer Success Manager to enhance retention and drive referral conversions. Responsibilities include building relationships with home care agencies and tracking customer success metrics. Candidates should have 3-5+ years in sales/account management and strong communication skills. The role is fully remote, with a salary of $50,000 base and potential to earn $70,000 on target, along with full benefits.

Benefits

Health insurance

401(k) + company match

Paid time off

Qualifications

• 3-5+ years of sales/account management experience required.
• Experience in the senior care industry preferred.
• Strong computer skills necessary.

Responsibilities

• Deliver growth for home care customers by driving referrals.
• Build relationships to enhance customer retention.
• Educate customers on processes and best practices.

Skills

Sales/account management

Customer service

Strong communication

Problem-solving

Metrics driven

Education

Bachelor’s degree

Tools

Word

Excel

PowerPoint

Job description

Overview

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 CSM 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.

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.

Qualifications

• Bachelor’s degree preferred
• 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 (about 10% of the time) as needed.

Key Performance Indicators

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

Compensation

• The base is $50,000.
• The on target earnings is $70,000
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc.

All your information will be kept confidential according to EEO guidelines.

This is a fully remote role that can be located anywhere within the continental United States

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.