Job Description
Note: The job is a remote job and is open to candidates in USA. A Place for Mom is the leading platform guiding families through every stage of the aging journey. The Manager, Customer Success, Home Care Division will lead a team of Customer Success Managers to drive retention and engagement with home care agencies, ensuring high levels of service and customer satisfaction.
- Responsibilities
- Lead and grow a team of Customer Success Managers to achieve targets for retention and engagement for home care agencies
- Implement processes that drive high levels of adoption across our network with new programs and product offerings
- Build and maintain strong relationships with agency partners, serving as their main point of contact
- Develop and implement streamlined processes and standard operating procedures (SOPs) to enhance team efficiency and consistency
- Drafting and editing presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders
- Develop, test, and implement strategies to increase customer satisfaction, including regular check-ins, surveys, training, and feedback sessions
- Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and channel customer feedback to the broader division
- Analyze data and develop reports to track progress and identify areas for improvement by creating daily metric based scorecards to increase the team’s visibility into their own KPI achievement
- Provide coaching and training to Customer Success Managers to ensure they have the necessary skills and knowledge to effectively manage their portfolio
- Skills
- Proven experience in managing a team of Customer Success Managers, preferably in the home care or healthcare industry
- Ability to lead and motivate a team, including coaching and providing regular feedback
- Experience with CRM, dialers, other platforms and driving efficiency/process through them
- Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders
- Proficiency with Excel and other reporting tools that promotes an ability to dig into data and identify trends and opportunities for improvement
- Ability to deliver results while working in a highly independent and fast-paced environment
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Benefits
- 401(k) plus match
- Dental Insurance
- Health Insurance
- Vision Insurance
- Paid Time Off
- Company Overview
- A Place for Mom is a for-profit senior care referral service providing information about senior housing and elder care providers. It was founded in 2000, and is headquartered in Seattle, Washington, USA, with a workforce of 501-1000 employees. Its website is http://www.aplaceformom.com.
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