CUSTOMER SUCCESS TEAM

Customer Success Manager

Fully Remote Options Available

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About This Role

Under the direction of the Director of Customer Success, the Customer Success Manager will work closely with customers of Home Care Pulse to understand their business goals and objectives and advise them on the most optimal ways to achieve them. The Customer Success Manager will help to maintain high levels of satisfaction, engagement, and retention of customers to ensure they experience long-term success with Home Care Pulse.

Essential Job Functions:

  • Excellent written and verbal communication skills
  • Strong ability to use a personal computer, phone systems, and related software applications
  • Excellent meeting management and facilitation skills, including the ability to speak with authority
  • Exceptional emotional intelligence with the ability to actively listen and recognize unspoken communication
  • Ability to learn and assimilate new information quickly
  • Ability to foster and develop customer relationships
  • Ability to utilize diplomacy, tact, poise, and professionalism under pressure when working through customer issues
  • Proven ability to motivate and influence others
  • Exceptional planning and organizational skills
  • Outstanding customer service, project management and customer relations skills

Requirements

  • Proactively foster and manage the success of a portfolio of assigned customers
  • Proactively leverage customer data to provide clear, informative and relevant information to drive engagement, satisfaction, and retention
  • Maintain a monthly Net Promoter Score/Customer Health Score above the company designated standard and ensure timely follow-up with customers
  • Meet and/or exceed expansion and retention metrics
  • Ensure that there is proper documentation completed in the CRM system related to customer engagement activities
  • Responsible for onboarding customers in an expected timeframe and ensuring customer product adoption
  • Follow the outlined customer journey to ensure an exceptional customer experience
  • Responsible for proactively engaging with a portfolio of assigned customers at expected points during the customer journey
  • Responsible for providing ongoing product training to customers through webinars and individualized training for customers
  • Proactively drive product adoption and continuously look for opportunities to increase customer loyalty and revenue growth for Home Care Pulse.

Job Qualifications/ Skill Requirements:

  • Strong computer literacy
  • Strong analytical and problem-solving skills
  • Must be able to read and speak clearly in English
  • Ability to manage tasks simultaneously
  • Excellent time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines
  • Work independently and as a member of a team
  • Excellent organizational skills and attention to detail
  • Excellent interpersonal and customer service skills
  • Proficient in Microsoft Office Suite

Qualifications:

  • High school diploma or equivalent.
  • 2+ years of professional experience in B2B communications
  • Basic understanding of information technology processes

Position Details

Location(s): Rexburg, ID
Remote
Reporting to: Director of Customer Success
Status: Full-Time
Compensation: Based on Experience

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

Our Hiring Process

01
Review
Applicants are vetted to determine right-fit candidates.
02
Initial Call
Chat over the phone with hiring manager to get to know you better.
03
Team Interview
Meeting with some team members. (Possible skills assessment)
04

Final Meeting –Offer Extended
Concluding meeting with leadership including a personalized offer.

05

Career Launch
Concluding meeting with leadership including a personalized offer.

Why Work for Home Care Pulse?

Flexible Schedules

A career with us allows you to improve your skills, while also having the flexibility to make time for family, school, and other priorities.

Unlimited PTO + Paid Holidays

We encourage a healthy work-life balance and we back it with an unlimited PTO policy with minimums.

Competitive Pay

We benchmark our pay rates against other comparable software companies throughout the United States to make sure we’re competitive.

Opportunities for Advancement

We’re growing fast, we promote from within, and we invest in people. Come grow with us.

Always Closed on Sundays

We will never ask you to come into work on a Sunday. That’s a promise.

Work Remote

Results matter more than when or where you work. We have team members coast to coast and we’re not looking back.

Casual Dress Code

Don’t worry about getting dressed up for work. Appropriate casual dress is just fine.

Make a Difference

Make a difference in the life of people like your grandma. Who knows, maybe we’ve even interviewed your actual grandma.

401K Plans

Accelerate your retirement savings with excellent Roth and traditional 401K plans.

100% Paid Dental Insurance

Need dental work or a cleaning? It’s covered.

100% Paid Vision Insurance

We make sure your eye health is taken care of.

Gym Membership Reimbursement

Your physical and mental health are important to us.

Team Activities

Ping pong, escape rooms, and other team activities. We know how to work hard and play hard.

Disability Insurance

We want to make sure you’re covered in case of a life-changing event or event that renders you unable to work.

Other Bonuses

Like going above and beyond? We have frequent opportunities to earn a little extra.

Start your career with
Home Care Pulse

We have offices in Rexburg, Idaho and Durham, North Carolina
with remote workers across the country. We are looking for
talented individuals to join our growing team.

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