Manager, Home Care Customer Success
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Job Description
Manager of Customer Success for Home Care Division at A Place for Mom overseeing agency relationships. Driving retention and engagement through team leadership and data analysis.
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.
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
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