Experienced Full Stack Customer Success Manager – Home Care Solutions

At arenaflex, we're on a mission to empower 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 more. We're seeking an experienced Full Stack Customer Success Manager to join our team in Overland Park, KS. As a key member of our Home Care Solutions team, you'll be responsible for the success and retention of our home care customers. You'll build deep relationships with a portfolio of home care agencies, providing ongoing support and driving conversion of arenaflex referrals. If you're a sales person and account manager with a passion for senior care, we want to hear from you!

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. We help 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 our mission to enable caregivers to make the best senior care decisions.

Job Description

As a Full Stack Customer Success Manager, 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 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
• Other duties as assigned

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

What We Offer:

* Competitive salary: $50,000 base, with 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.
• Opportunity to work with a leading online resource for senior care
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options

How to Apply:

If you're a motivated and results-driven professional 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. We can't wait to hear from you!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and equitable work environment that values diversity, equity, and inclusion.

Remote Work:

This is a fully remote role that can be located anywhere within the continental United States. We offer flexible work arrangements to support our employees' work-life balance and well-being.

E-Verify:

arenaflex uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit [www.e-verify.gov](http://www.e-verify.gov).

Contact Us:

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [[email protected]](mailto:[email protected]). We look forward to hearing from you! Apply for this job