Customer Success Manager
Company: A Place for Mom
Location: Silver Spring
Posted on: February 24, 2021
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Job Description:
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.Employees Who
Thrive At A Place For Mom Live Our Values Every Day And Are An
Important Part Of Our Hiring PracticesLiving by our values and
working to achieve excellence on behalf of our customers is
integral to success at A Place for Mom.* 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
Team A 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 AreThe 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.What You Will Do* Builds and nurtures
relationships with community customers in market and fosters * D
rives 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 * P articipates in Community Customer company
meetings when invited and appropriate. * P romotes 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. * 3 -5+ years of sales/account management experience. * D
e mo n s trated 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. * P roven
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. * M aintain
accurate records and files of work performed. * M u st have
reliable transportation to visit partner communities from time to
time. Education RequirementsBachelor's Degree preferredKe 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%.
Keywords: A Place for Mom, Silver Spring , Customer Success Manager, Executive , Silver Spring, Maryland
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