Experienced Full Stack Customer Success Manager – Home Care Partnership Development

At arenaflex, we're on a mission to revolutionize the way families find senior care solutions. As the nation's leading online resource, we connect families with expert advisors who provide personalized insights and solutions. Our team is dedicated to fostering a culture of diversity, equity, and inclusion, and we're committed to making a meaningful impact in the lives of our customers.

About arenaflex

arenaflex is a family business that was established in 2000 with a simple yet powerful mission: to enable caregivers to make the best senior care decisions. We've grown into a leading senior care advisory service, helping hundreds of thousands of families every year navigate the complexities of finding the right senior care solution. Our employees live by our core 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're 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.

Job Description

We're seeking an experienced Full Stack Customer Success Manager to join our Home Care Partnership Development team. As a key member of our 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 referrals for each agency.

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 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.
• A fully remote role that can be located anywhere within the continental United States
• A dynamic and supportive work environment that fosters growth and development
• Opportunities to make a meaningful impact in the lives of our customers
• A commitment to diversity, equity, and inclusion

How to Apply

If you're a motivated and results-driven professional who is passionate about making a difference in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Apply for this job