Experienced Home Care Customer Success Manager – Senior Care Industry Expert
At arenaflex, we're dedicated to connecting families searching for senior care with expert advisors providing personalized solutions. As the nation's leading senior care advisory service, arenaflex helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones. Our mission is to enable caregivers to make the best senior care decisions, and we're seeking an experienced Home Care Customer Success Manager to join our team.
About arenaflex
arenaflex is the leading online resource for senior care, connecting families with expert advisors who provide insight-driven, personalized solutions. Our team of advisors is dedicated to helping families navigate the complexities of senior care, from home care to independent living, memory care, and more. With a culture of diversity, equity, and inclusion, we foster a supportive and collaborative environment where our employees can thrive.
Our Values
At arenaflex, we live by a set of core values that guide our actions and decisions:
- Mission Over Me: We find purpose in helping caregivers and their senior loved ones, approaching our work with empathy and compassion.
- Do Hard Things: We're energized by solving challenging problems and see it as an opportunity to grow and learn.
- Drive Outcomes as a Team: We each own the outcome, but we can only achieve it as a team, working together towards a common goal.
- Win The Right Way: We see organizational integrity as the foundation for how we operate, always striving to do the right thing.
- Embrace Change: We innovate and constantly evolve, staying ahead of the curve in the ever-changing world of senior care.
Job Description
As an experienced Home Care Customer Success Manager, you'll be responsible for the success and retention of your individual portfolio of home care customers. You'll build deep relationships with a portfolio of home care agencies, onboarding, providing ongoing support, and driving conversion of arenaflex referrals for each agency. This role is critical to helping our customers generate the highest return on their investment with arenaflex, expanding our relationship with each customer, and increasing retention.
Key Responsibilities
* Deliver growth for your designated portfolio of home care customers by driving conversion of referrals.
- Build and nurture relationships with home care customers' in-market, resulting in increased customer retention and satisfaction.
- Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert arenaflex referrals to care.
- Implement proven strategies to drive client activations and improve the conversion rate of arenaflex referrals.
- Increase revenue by increasing monthly referral volume and upselling additional products.
- Conduct regular review of referrals and results via call or video conference, educating home care customers on our value, process, and best practices.
- Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service).
- Resolve invoice disputes fairly and equitably, communicating those results to customers in a supportive and positive manner.
- Communicate with the home care sales team regularly regarding challenges, incentives, and changes within the market.
- Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate.
Qualifications
* Bachelor's degree preferred
- 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
- Excellent communication and presentation skills
- Excellent customer service, coaching, and training skills
- Demonstrated 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 deadlines
- Strong computer skills necessary, including Word, Excel, and PowerPoint
- Willingness to travel and attend various conferences (about 10% of the time) as needed
Key Performance Indicators
* Client activations/revenue growth
- Home care customer attrition/retention
- Assigned portfolio level conversion
Compensation and Benefits
* The base salary is $50,000
- The on-target earnings are $70,000
- Full benefits for full-time employees, including health, life, dental, vision, 401(k) + company match, paid time off, etc.
Additional Information
* This is a fully remote role that can be located anywhere within the continental United States
- arenaflex uses E-Verify to confirm the employment eligibility of all newly hired employees
- To learn more about E-Verify, including your rights and responsibilities, please visit [www.e-verify.gov](http://www.e-verify.gov)
How to Apply
If you're a motivated and experienced professional looking to join a dynamic team dedicated to making a difference in the lives of seniors and their families, we encourage you to apply for this exciting opportunity. Apply for this job