Customer Success Manager - Home Care

$50,000 - $70,000/Yr

A Place For Mom - Saint Louis, MO

Full-time - Mid Level

Remote - Saint Louis, MO

Professional, Scientific, and Technical Services

About the position

The Home Care Customer Success Manager (CSM) at A Place for Mom is responsible for ensuring 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. The CSM will analyze account performance, communicate insights, and implement strategies to enhance customer satisfaction and revenue growth. This position is critical for maximizing the return on investment for customers and expanding relationships to increase 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 boosting 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 communicate results to customers positively.
• Communicate regularly with the home care sales team regarding market challenges and changes.
• Assist in maintaining the database of home care agencies ensuring data accuracy.

Requirements

• 3-5+ years of sales/account management experience.
• Demonstrated experience in the senior care industry or relevant experience with a 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 to set priorities and meet deadlines.
• Proficient in Word, Excel, and PowerPoint.

Nice-to-haves

• Experience in the senior care industry.
• Willingness to travel and attend various conferences as needed.

Benefits

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