Customer Success Manager - Home Care

$50,000 - $70,000/Yr

A Place For Mom - Phoenix, AZ

Full-time - Mid Level

Remote - Phoenix, AZ

Professional, Scientific, and Technical Services

About the position

The Home Care Customer Success Manager (Home Care CSM) is responsible for the success and retention of a portfolio of home care customers. This role involves building strong relationships with home care agencies, providing ongoing support, and driving the conversion of referrals from A Place for Mom. The CSM will analyze results, communicate insights, and implement strategies to enhance customer satisfaction and revenue growth. This position is critical for ensuring customers achieve the highest return on their investment and for expanding relationships with each agency.

Responsibilities

• 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 converting referrals.
• Implement proven strategies to drive client activations and improve conversion rates.
• Increase revenue by increasing monthly referral volume and upselling additional products.
• Conduct regular reviews 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.
• Resolve invoice disputes fairly and equitably and communicate results to customers positively.
• Communicate regularly with the home care sales team regarding market challenges and changes.
• Assist with maintaining the database of all home care agencies.

Requirements

• 3-5+ years of sales/account management experience.
• Demonstrated experience in the senior care industry or relevant experience and willingness to learn.
• Strong track record of supporting a broad portfolio of indirect channel partners.
• Proven problem-solving abilities.
• Ability to deliver results in a fast-paced environment.
• Experience working in a metrics-driven environment.
• Excellent communication and presentation skills.
• Strong customer service, coaching, and training skills.
• Ability to organize work, set priorities, and meet deadlines.
• Strong computer skills including Word, Excel, and PowerPoint.
• Willingness to travel and attend conferences as needed.

Nice-to-haves

• Experience in the senior care industry.
• Bachelor's Degree preferred.

Benefits

• 401(k) matching
• Dental insurance
• Paid time off
• Vision insurance