Customer Success Manager
Company: A Place For Mom
Location: Warwick
Posted on: August 5, 2022
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Job Description:
**Overview****Join our growing team!**A career with A Place for
Mom is an opportunity for you to join a rapidly expanding company
committed to making a difference for seniors and their families.A
Place for Mom is an online platform connecting families searching
for senior care services with a team of experienced advisors
providing in sight-driven and personalized solutions. Our mission,
as the leader in senior care advisory, is to be a trusted
destination for families and our community customers. We are a
quickly growing organization with over 500 advisors connecting more
than 300K families every year to one of our community
customers.Living by our values and working to achieve excellence on
behalf of our customers is integral to success at A Place for Mom.
Employees who thrive at A Place for Mom live our values every day
and are an important part of our hiring practices:+ Focus on
Excellence+ Act with Integrity & Assume Positive Intent+ Drive
Outcomes Every Day with Passion and A Sense of Mission+ Make the
Lives of our Families and Customers Better, Easier and More
Successful+ Realize the Full Potential in Each Team Member. Work as
a Single Supportive TeamA Place for Mom employees over 850 people
nationwide with plans to continue to expand into the future. We
currently have offices located in Seattle, New York, and Naples and
will soon be opening our office in Kansas City. We offer
competitive compensation and benefit packages along with Paid time
off, paid holidays and 401K with a match. We are committed to our
employees career development growth and promotion within the
organization. If you are a results oriented, passionate and
collaborative team player looking for a company with a bright
future we would love to talk to you.**THE POSITION**The 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:****For the first
six months, your sole focus will be improving the conversion rate
of APFM-sourced referrals to your Community Customers. Main levers
for this will be monthly lead and tour reviews.**+ 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-in+ 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 sites.+
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
Requirements**Bachelors Degree preferred**Ke** **y Performance
Indicators include but are not limited to**+ Territory move ins /
revenue growth+ Community customer attrition / retention+ Territory
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**Job Location(s)** _US-RI-Warwick_**Job
ID** _2022-7785_**# of Openings** _1_**Category** _Hidden
(8721)_
Keywords: A Place For Mom, Warwick , Customer Success Manager, Executive , Warwick, Rhode Island
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