Senior Customer Success Manager

About This Role

Home Care Pulse is a software company serving North America’s fastest-growing labor market—in-home senior care. As 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 organizations. Ultimately, 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 subscription. A 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 goals. Customers 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 Values. We hire, fire, review, recognize, and reward-based upon these values.

· Service Minded? A can-do attitude. Generous with our time. Selfless.

· Passionate? Contributing. Positive attitude. Shared WHY.

· Results-Driven? Ownership. Forward-thinking. Pro-active. Committed.

· Problem Solver? Resourceful. Collaborative. Attentive. Data-driven.

· Continuous Learning? Teachable. Humble. Vulnerable. Insightful.

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.

About Home Care Pulse

At Home Care Pulse, our mission is to have a positive impact on the lives of millions of aging seniors across North America by helping the home care agencies that serve them provide better care. We do this by helping agencies capture, analyze, and act on detailed feedback from their clients and caregivers. We do what we do because we believe that every person deserves to age with dignity, respect, and love.

We offer unique solutions to one of the fastest-growing industries in the United States—in-home senior care—and we’re already a nationally recognized thought leader in the space. Those who join our team now will have opportunities to grow with the company as we enhance our product offerings.

Our Core Values

At Home Care Pulse we hire, fire, review, recognize, and reward based upon these values. Please do not apply if you cannot live by these core values:

Results Driven

Problem Solver

Service Minded

Continuous Learner

Passionate

We hire candidates who GWC

  1. Get it – Must understand the WHY behind everything we do at Home Care Pulse.
  2. Want it – Must genuinely enjoy and want the position.
  3. Capacity to do it – Must have the skills, time, focus, attention, and capacity to excel in the role.

Position Details

Location(s): Rexburg, ID or
Remote
Reporting to: Director of Customer Success
Status: Full-Time
Compensation: Based on Experience
Opportunities for Advancement: Yes
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Responsibilities

  • 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 value. This may require travel to visit the customer at their location

  • Provide additional training, resources, and support to assigned customers as needed. This 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

Required Qualifications

  • 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

Preferred Qualifications

  • To perform this job successfully, an individual should have knowledge of computers/software, MS Windows, Word, Excel, PowerPoint, Google Chrome, and Outlook

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