Experienced Home Care Customer Success Manager – Senior Care Industry Expert

At arenaflex, we're on a mission to revolutionize the way families find senior care solutions for their loved ones. As the nation's leading online resource for senior care, we're committed to providing expert advice and personalized support to help caregivers make informed decisions. We're now seeking an experienced Home Care Customer Success Manager to join our team and drive growth for our home care customers.

About arenaflex

arenaflex is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation's largest 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 across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, arenaflex employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. arenaflex fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our Company Values

At arenaflex, we live by a set of core values that guide our behavior and decision-making:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

As a Home Care Customer Success Manager at arenaflex, you will be responsible for the success and retention of your individual portfolio of home care customers. You will build deep relationships with a portfolio of home care agencies by onboarding, providing ongoing support, and driving conversion of arenaflex's referrals for each agency. This role is critical to help our customers generate the highest return on their investment with arenaflex, expand our relationship with each customer, and increase 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. Educate 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 and communicate 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 is $70,000
• Full benefits for full-time employees, including health, life, dental, vision, 401(k) + company match, paid time off, etc.

Work Environment and Culture

As a remote employee, you will have the flexibility to work from anywhere within the continental United States. arenaflex is committed to creating a culture of diversity, equity, and inclusion, and we strive to make our workplace welcoming and inclusive for all employees.

How to Apply

If you're passionate about helping caregivers and their senior loved ones, and you have a proven track record of success in sales and account management, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job