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Customer Success Manager
A Place for Mom Seattle, WA
Other | Social & Legal Services 10 Months Ago
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A Place for Mom is Hiring a Customer Success Manager Near Seattle, WA

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 300 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 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 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:

  • 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-ins.
  • 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 serv 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

Bachelor’s Degree preferred

Key Performance Indicators include but are not limited to

  • Territory move ins / revenue growth
  • Community customer attrition / retention
  • Territory level conversion

This 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

#LI-Remote

Job Summary

JOB TYPE

Other

INDUSTRY

Social & Legal Services

POST DATE

05/28/2022

EXPIRATION DATE

12/11/2022

WEBSITE

aplaceformom.com

HEADQUARTERS

SEATTLE, WA

SIZE

200 - 500

FOUNDED

2000

TYPE

Private

CEO

LARRY KUTSCHER

REVENUE

$10M - $50M

INDUSTRY

Social & Legal Services

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About A Place For Mom

APFM is a senior living referral information portal that provides home care and personalized assistance services.

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The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Customer success managers should have strong organization and presentation skills, but those things can be taught.

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They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.

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Take time to understand what each customer needs and help customers take the shortest route possible.

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The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Success Manager jobs

Customer success managers are both salespeople and support professionals.

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During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products

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A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.

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Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

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Customer Success Managers must be strong, natural advocates.

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Step 3: View the best colleges and universities for Customer Success Manager.

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