Customer Success Manager

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more. Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and 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

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. The Customer Success Manager will measure and report specific results to the communities, diagnosing issues, identifying opportunities for improvement, and coaching on best practices at all levels to achieve success.

Responsibilities:

• Builds and nurtures relationships with community customers within assigned territory to foster better communication and close working relationships to help increase the community customer(s) occupancy with APFM leads.
• Drives a quick ramp-up of new community customers and accelerates their effectiveness in being able to convert APFM leads to move-ins.
• 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).
• Promotes the adoption of the Review Score process and collaborates with the community customer to obtain positive scores and up to date online feedback.
• 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 communities are complete and accurate on the A Place for Mom Referral serv.
• Execute company-wide efforts and design innovative tactics specific to the territory to meet or surpass predetermined sales targets.
• Visit assigned community customers at a cadence determined by the Regional Manager.
• Other tasks as assigned.

• 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.
• Ability to overcome objections from potential clients.
• Experience with commissioned sales, field sales, or related sales roles.
• Self-motivated energy.
• Record of achieving and exceeding sales quotas.
• Proven problem-solving abilities.
• A strong track record of supporting and servicing a broad portfolio of indirect channel partners in a wide geographic area.
• Territory management and optimal routing capabilities.
• Ability to deliver results while working in a highly independent and fast-paced environment.
• Experience working in a metrics driven environment.
• Experience demonstrating the ability to exercise independent judgment and discretion with respect to matters of significance.
• 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 Microsoft Office, Word, Excel, PowerPoint, and Zoom as well as experience using and navigating Customer Relationship Management systems, SalesForce preferred.
• Maintain accurate records and files of work performed within CRM.
• Must have reliable transportation and insurance to travel and visit community customers three weeks out of each month.

This job will involve working both working from your home office (25% of the time) and travel within the assigned territory (75% of the time).

Compensation:

• Base Salary - $67,500
• On Target Earning - $90,000
• Accelerated Quarterly Bonuses (up to 220% of on target bonus)

Benefits:

• 401(k) plus match
• Dental insurance
• Health insurance
• Vision Insurance
• Paid Time Off
• Pet Insurance

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