Experienced Home Care Customer Success Manager – Senior Care Industry Expert

At arenaflex, we're dedicated to empowering caregivers and their senior loved ones by providing personalized solutions for senior care. As the nation's leading online resource for senior care, we're committed to fostering a culture of diversity, equity, and inclusion. Our employees live by our core values every day: Mission Over Me, Do Hard Things, Drive Outcomes as a Team, Win The Right Way, Embrace Change, and Drive Outcomes as a Team. We're seeking an experienced Home Care Customer Success Manager to join our team in Charlotte, NC. As a key member of our Home Care Support Team, 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 by onboarding, providing ongoing support, and driving conversion of arenaflex's referrals for each agency.

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. 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. Our employees live the company values every day:

• 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.

Key Responsibilities

As a Home Care Customer Success Manager, you'll be responsible for:

• Delivering growth for your designated portfolio of home care customers by driving conversion of referrals.
• Building and nurturing relationships with home care customers' in-market resulting in increased customer retention and satisfaction.
• Driving a quick ramp-up of new home care customers and accelerating their effectiveness in being able to convert arenaflex referrals to care.
• Implementing proven strategies to drive client activations and improve the conversion rate of arenaflex referrals.
• Increasing revenue by increasing monthly referral volume and upselling additional products.
• Conducting regular review of referrals and results via call or video conference. Educating home care customers on our value, process, and best practices.
• Promoting the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service).
• Resolving invoice disputes fairly and equitably and communicating those results to customers in a supportive and positive manner.
• Communicating with the home care sales team regularly regarding challenges, incentives, and changes within the market.
• Assisting with maintaining the database of all home care agencies and taking actions to ensure that the data is complete and accurate.

Qualifications

We're looking for a candidate with:

• A 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

Your success will be measured by:

• Client activations / revenue growth
• Home care customer attrition / retention
• Assigned portfolio level conversion

Compensation and Benefits

We offer a competitive compensation package, including:

• A base salary of $50,000
• On-target earnings of $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'll have the flexibility to work from anywhere within the continental United States. Our company culture is built on our core values, and we're committed to fostering a culture of diversity, equity, and inclusion.

How to Apply

If you're a motivated and results-driven individual with a passion for senior care, 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