A Place for Mom

Compensation

Full Description

Job Description: • 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. 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. Benefits: • 401(k) plus match • Dental Insurance • Health Insurance • Vision Insurance • Paid Time Off