Qualifications
Key Responsibilities:Drive retention, satisfaction, and growth of Home Care agency partnerships across independent, corporate, and franchise models. Craft and implement strategies to enhance partnerships and increase the share of wallet with existing agencies. Collaborate with Home Care Sales to ensure a seamless agency acquisition handoff and establish closed-loop feedback between acquisition and post-sale teams. Work alongside Home Care Operations to develop effective onboarding strategies for new agency clients, setting KPIs and ensuring customer support needs are met for their success. Set performance targets and accountability frameworks to boost growth and productivity across teams. Lead forecasting, planning, and budgeting initiatives in collaboration with Finance and HR. Design and manage compensation structures that align with retention, expansion, and performance outcomes. Build and nurture high-performing teams through effective hiring, training, coaching, and succession planning. Drive cross-functional projects to implement new systems, processes, and programs to enhance agency experiences and operational efficiency. Partner with Product, Technology, and Development teams to advance customer success tools and capabilities. Coordinate with Sales Training to refine training content and execution for customer-facing teams and leaders. Represent A Place for Mom at industry events and build senior-level relationships across franchise and enterprise partners.
About the role
Job Description:
Join A Place for Mom as the Vice President of Home Care Customer Success, where you'll lead our expanding Home Care division. In this pivotal role, you will be instrumental in enhancing relationships with our agency partners while meeting the growing demand for in-home care solutions from families and caregivers.
Reporting directly to the General Manager of Home Care, you will oversee the comprehensive performance of customer-facing post-acquisition functions. Your focus will be on driving customer retention, expansion, and operational excellence. This role demands a blend of strategic vision and hands-on execution, ensuring core business performance while experimenting with innovative, data-driven solutions in a dynamic environment.
About A Place for Mom
A Place for Mom is a leading senior living referral service, dedicated to helping families find the best in-home care solutions for their loved ones. Our commitment to quality and compassionate service makes us a trusted partner for families and caregivers.