Job type full-time
Full job description
Home care pulse is a software company serving north america`s fastest-growing labor market—in-home senior careAs the market leader in north america, our technology, survey, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizationsUltimately, our services impact the lives of hundreds of thousands of seniors every year.
The senior customer success manager is responsible for ensuring high dollar (commercial and strategic) home care pulse customers are consistently successful with their subscriptionA result of these efforts should be a high retention rate of monthly recurring revenue (mrr), identification of contract expansion opportunities as well as customers willing to participate in promotional projects such as case studies and testimonials.
The senior customer success manager’s expertise in all things home care pulse combined with the understanding of digital marketing and customer goals allows the senior customer success manager to work with decision makers to outline an ongoing success strategy with their subscription while providing the appropriate assistance and resources to end users so they can follow through on established goalsCustomers will see the senior customer success manager as an advisor they can trust not only related to home care pulse but in improving their approach to their business overall.
We believe in living our core valuesWe hire, fire, review, recognize, and reward-based upon these values.
Service minded? a can-do attitudeGenerous with our timeSelfless.
Passionate? contributingPositive attitudeShared why.
Problem solver? resourcefulCollaborativeAttentiveData-driven.
Continuous learning? teachableHumbleVulnerableInsightful.
Are you ready to work at hcp?
Build an exciting career in the saas, healthcare technology, and home care industry with an award-winning, fast-growing company.
Experience a startup/agency culture but with the stability of a company who`s been in business for 10+ years (fun and stable!) work with some of the largest agencies, technology vendors, and healthcare tech on the planet! be a part of a company that has been recognized multiple times as the best place to work.
Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned strategic customers
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
Work with clients to establish critical goal, or other key performance indicators and aid the customer in achieving their goals
Partner with the director of customer success to define and optimize processes in order to help the customer base and continually build on the success of the customer success department
Assist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers
Manage account setup and onboarding for all assigned customers
Conduct scheduled business reviews (br) for all assigned customers at intervals determined by customer valueThis may require travel to visit the customer at their location
Provide additional training, resources, and support to assigned customers as neededThis includes but is not limited to responding to all inbound requests from our website, telephone, email, or other campaigns
Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk
Work with assigned customers that communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible, get the customer to renew
Identify upselling and/or marketing opportunities and provide leads to the appropriate team
Maintain detailed knowledge of all assigned customers in order to provide relevant and valuable recommendations unique to each customer.
Maintain expert level knowledge on product features, advantages, benefits, pricing, contract details and selling points for effective communication
Partner with other departments to ensure customer needs are met
Pursue personal development and attend training to develop relevant knowledge and skills
Maintain up to date information, status, documentation, and other pertinent details of assigned customers in home care pulse’s customer relationship management (crm) tool
Attend meetings and other company functions necessary to perform duties
Performs other related duties as assigned
Bachelor`s degree in business administration, communications, marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities
Minimum 3+ years of experience working in a professional environment, preferably in customer service
Previous experience in customer success or equivalent history in increasing customer satisfaction, adoption, and retention
Ability to navigate in an enterprise organization structure to manage and build relationships at an executive level.
Self-starter with demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods
Proven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activities
Excellent problem solving and creative thinking skills
Proven ability to be a business advisor by creating valuable business partnerships with customers
Proven track record of delivering measurable results
Excellent verbal and written communication skills working in a professional environment
Strong collaboration and teambuilding skills
Excellent, time management, organizational and planning skills
Ability to multi-task and adapt to a fast-paced environment
Knowledge of and/or experience with a crm tool
Software-as-a-service (saas) experience with customer service
Experience with screen share software
To perform this job successfully, an individual should have knowledge of computers/software, ms windows, word, excel, powerpoint, google chrome, and outlook