Customer Success Manager - Home Care

$50,000 - $70,000/Yr

A Place For Mom - Atlanta, GA

Full-time - Mid Level

Remote - Atlanta, GA

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 tracks and analyzes results for their accounts, offering insights to enhance customer engagement and revenue generation. The position requires a blend of sales and account management skills, focusing on customer satisfaction and retention.

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 in a metrics-driven environment.
• Excellent communication and presentation skills.
• Strong customer service, coaching, and training skills.
• Ability to exercise sound discretion and make independent decisions.
• Strong organizational skills and ability to meet deadlines.
• Proficient in Word, Excel, and PowerPoint.
• Willingness to travel and attend conferences as needed.

Nice-to-haves

• Bachelor's Degree preferred.

Benefits

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