About the job
Key Responsibilities
Lead and develop a team of Customer Success Managers to meet retention and engagement targets for home care agencies.
Establish processes that ensure high adoption rates of new programs and product offerings across our network.
Cultivate and maintain robust relationships with agency partners, acting as their primary point of contact.
Create and implement streamlined processes and standard operating procedures (SOPs) to boost team efficiency and consistency.
Prepare and revise presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders.
Design, test, and execute strategies aimed at increasing customer satisfaction through regular check-ins, surveys, training, and feedback sessions.
Work collaboratively with internal departments, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and relay customer feedback to the broader division.
Analyze data and generate reports to track progress and identify areas for improvement, utilizing daily metric-based scorecards to enhance the team's visibility on KPI achievements.
Provide coaching and training to Customer Success Managers to equip them with the skills and knowledge necessary for effective portfolio management.

