a-place-for-mom - Manager, Home Care Customer Success
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Requirements
• 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.
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.
Benefits
• On Target Earnings: $70K – $94K • Base: $55K-79K; Variable Bonus $15K • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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