Job Description
**About Us**
We are a leading online platform that connects families in search of senior care with a team of knowledgeable local advisors who provide personalized solutions. As a mission-driven organization, we are dedicated to helping caregivers make the best decisions for their loved ones' senior living arrangements. With a nationwide network of senior living experts, we assist hundreds of thousands of families each year in finding the right care solutions, including home care, independent living, memory care, and assisted living. Our services are provided at no cost to families, as we are compensated by the 14,000+ communities and 3,000+ providers in our network.
Recently recognized as one of the best places to work and for having outstanding HR teams, we are committed to fostering a culture of diversity, equity, and inclusion.
**Our Values**
Our employees embody the following values in their daily work:
- Striving for excellence in all we do.
- Acting with integrity and assuming positive intent.
- Driving outcomes with passion and a sense of mission.
- Enhancing the lives of our families and customers, making their experiences easier and more successful.
- Recognizing the potential in each team member and working as a single, supportive team.
**Job Description: Home Care Customer Success Manager**
**Responsibilities:**
- Ensure the success and retention of your portfolio of home care customers.
- Develop strong relationships with home care agencies through onboarding, support, and maximizing the conversion of referrals.
- Track and analyze account performance, providing insights and strategies to increase activations and revenue.
- Collaborate with cross-functional teams to achieve goals, improve customer retention, and enhance performance.
**Key Duties:**
- Grow your portfolio of home care customers by converting referrals.
- Build and maintain relationships with customers to increase retention and satisfaction.
- Accelerate the effectiveness of new customers in converting referrals.
- Implement strategies to drive client activations and improve conversion rates.
- Increase revenue through higher referral volumes and upselling.
- Conduct regular reviews with customers via call or video conference, educating them on best practices and our value.
- Promote the use of the Home Care Partner Portal.
- Resolve invoice disputes fairly and communicate results positively.
- Maintain the database of home care agencies, ensuring data accuracy.
- Assist with other duties as needed.
**Qualifications:**
- 3-5+ years of sales/account management experience.
- Experience in the senior care industry or a related field, with a willingness to learn.
- Proven track record of managing a broad portfolio of indirect channel partners.
- Strong problem-solving abilities.
- Ability to deliver results in a fast-paced, independent work environment.
- Experience in a metrics-driven environment.
- Excellent communication, presentation, customer service, coaching, and training skills.
- Ability to use discretion, make independent decisions, and organize work effectively.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Willingness to travel and attend conferences as needed.
- Bachelor's Degree preferred.
**Key Performance Indicators:**
- Client activations and revenue growth.
- Home care customer retention and attrition.
- Conversion rates within your assigned portfolio.
**Additional Information:**
- This role involves 10% travel outside of the local market.
- Compensation includes a base salary of $50,000, on-target earnings of $70,000, and full benefits for full-time employees (health, life, dental, vision, 401(k) + company match, paid time off, etc.).
- All information will be kept confidential according to EEO guidelines.
- This is a fully remote role that can be located anywhere within the continental United States.
Employment Type: Full-Time
Salary: $ 50,000.00 70,000.00 Per Year
Job Tags
Full time, Local area, Remote job,