Customer Success Manager
Company: A Place for Mom
Location: West Babylon
Posted on: January 20, 2023
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Job Description:
Overview:
About A Place for MomWe're the leading online platform connecting
families searching for senior care with a team of experienced local
advisors providing insight-driven, personalized solutions. As the
nation's most trusted senior advisory service, we are a
mission-based organization that enables caregivers to make the best
senior living decisions for their loved ones. With hundreds of
senior living experts nationwide, A Place for Mom helps hundreds of
thousands of families each year simplify the process of finding the
right senior care solution across home care, independent living,
memory care, assisted living, and more. - Our services are offered
at no cost to families as we're paid by the 14K+ communities and
3K+ providers in our network. -Recently awarded one of the 2022
Best Places to work in NY and Best HR teams by Comparably, the
leading workplace culture and brand reputation platform, - A Place
for Mom is committed to fostering, cultivating, and preserving a
culture of diversity, equity, and inclusion. - -Employees who
thrive at A Place for Mom live our values every day:Focus on
excellenceAct with integrity and assume positive intentDrive
outcomes every day with passion and a sense of missionMake the
lives of our families and customers better, easier and more
successfulRealize the full potential in each team member -- work as
a single supportive team -THE POSITIONThe Customer Success Manager
will be responsible for the growth and success of a network of
community customers for A Place for Mom within a designated region
/ market area. - Customer communities include a variety of senior
living providers, such as assisted living, memory care, independent
living and retirement communities. -Who you are:The Customer
Success Manager must be adept at measuring and reporting these
specific results to the communities, diagnosing issues, identifying
opportunities for improvement, and coaching on best practices at
all levels to achieve success. -Ensuring we have good relationships
at both the sales and executive levels at these communities is a
must. -The CSM works closely as a single supportive team with their
regional APFM counterparts including Customer Acquisition Manager,
Regional Sales Managers and Regional Director, to achieve the
market specific revenue goals by driving maximum network
penetration, community retention and performance. -This position
reports to the Supervisor, Community Customers.
Responsibilities:
What you will do:Builds and nurtures relationships with community
customers in market and fosters Drives a quick ramp-up of new
community customers and accelerates their effectiveness in being
able to convert APFM leads to move-ins.Educates community customers
on our value, process and best practices Participates in Community
Customer company meetings when invited and appropriate.Promotes the
adoption and consistent use of Community Central (a free, 24/7
online reporting and lead tracking service).Ensures retention of
current APFM community customers in market.Communicates with the
regional sales team regularly regarding challenges, incentives and
changes with in the market.Assists with maintaining the database of
all multi-property senior living companies and takes actions to
ensure that the data for their entire portfolio of communities are
complete and accurate on the A Place for Mom Referral serv Follows
acquisitions within the industry and ensures that any "transition
properties" remain customers of A Place for Mom.Other tasks as
assigned.
Qualifications:
3-5+ years of sales/account management experience.Demonstrated
experience in the senior care industry or other relevant experience
and willingness to learn.A strong track record of supporting and
servicing a broad portfolio of indirect channel partners in a wide
geographic area.Proven problem-solving abilities.Ability to deliver
results while working in a highly independent and fast-paced
environment.Experience working in a metrics driven environment
required.Experience demonstrating the ability to exercise
independent judgment and discretion with respect to matters of
significance required.Excellent communication and presentation
skills.Excellent customer service, coaching and training
skills.Ability to use tact and initiative and exercise sound
discretion and make sound independent decisions, within general
policy, procedural and legal guidelines.Ability to independently
organize own work, set priorities, and meet critical time
deadline.Strong computer skills necessary, including Word, Excel
and PowerPoint.Maintain accurate records and files of work
performed.Must have reliable transportation to visit partner
communities from time to time.If you are hired to work as a
Customer Success Manager -you will be required to provide proof
that you have received the COVID-19 vaccine within 45 days of your
start date. -Education RequirementsBachelor's Degree preferred
-Compensation:Base Salary - $67,500On Target Earning -
$90,000Accelerated Quarterly Bonuses (up to 220% of on target
bonus)Benefits:401(k) plus matchDental insuranceHealth
insuranceVision InsurancePaid Time OffPet Insurance -Key
Performance Indicators include but are not limited toTerritory move
ins / revenue growthCommunity customer attrition /
retentionTerritory level conversionThis job will involve working in
the home office and travel in the local market 90% and travel
outside of the local market 10%. - -#LI-JR1#Remote
Keywords: A Place for Mom, West Babylon , Customer Success Manager, Executive , West Babylon, New York
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