Regional Manager, Customer Success

Company Description

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more.  Our services are offered at no cost to families as we’re paid by the 14K communities and 3K providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. 

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
• Realize the full potential in each team member -- work as a single supportive team

Job Description

Who you are:

You are a proven, passionate and outcome-driven individual, well versed in leading and coaching team members to grow and achieve their goals. You should be experienced in leveraging data to identify areas of opportunity for both your direct reports and the Customer Success Program as a whole.  You will deploy process improvements designed to increase efficiencies, keeping the customer experience top of mind at all times. You thrive working within and across teams to deliver on your goals.

This position is directly responsible for revenue growth targets for the company through managing and motivating a team of Customer Success Managers (CSMs) who are responsible for the success of a network of APFM community customers within a designated region / market area.  Customer communities include a variety of senior living providers, such as assisted living, memory care, and independent living and retirement communities. The position is key to ensuring our customers’ success by developing and executing strategies to drive move-ins and improve the conversion rate of referred leads.  

The CSM, Manager will be evaluated by the performance of their teams portfolio on a quarterly basis and directly report to the Senior Manager, Customer Success Teams. This role requires a combination of analytical and sales skills, commitment to delivering a seamless consumer experience, while working cross functionally with other divisions within our organization to maximize outcomes and drive company success.

What you will do:

• Lead, manage, and develop a high performing results driven Customer Success team via recruitment, training, coaching and motivating.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call or meeting for maximum conversion rates and outcomes.
• Train, mentor and manage CSMs (Customer Success Mangers) on how to build relationships and educate their community customers both in person and over the phone on the value of their APFM partnership.
• Manage performance of your team to maximize outcomes.
• Achieve and exceed revenue results monthly to achieve company goals.
• Prepare and report on market performance to Senior Leadership team as required.
• Incorporate APFM Values into each customer and co-worker interaction.
• Play a significant role in long-term planning, project status reporting, and implementing new processes.
• 50-60% travel for training new CSMs and working in the field with direct reports, as well as attendance to annual Senior Living conferences and Divisional and Organizational Sales Meetings. This is a full time position that will require a flexible work schedule between the hours of 8am and 5pm, with month-end support offered to our Sales Team.
• Ability to work both from a home office.
• Other duties identified to meet the needs of the business.

Qualifications

Required Skills and Competencies:

• Track record of exceeding quota as a sales manager.
• Passionate about managing by metrics.
• Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
• 3 years’ successful experience in a sales role.
• 3 years’ successful experience as a sales manager.
• History of attracting sales talent for your teams.
• Track record of developing new sales talent into top performers.
• Ability to manage seasoned sales talent to maximize their performance.
• Excellent interpersonal communication and organizing skills to coordinate special project activities and reporting metrics.
• Identifies trends and assess opportunities to improve processes and execution.
• Willingness to quickly come up to speed on the senior living industry.
• Proven ability to build long-term relationships of professional credibility and trust.
• Ability to solve personnel issues both timely and professionally.

• Asks for help when needed to solve problems but is independent in running the day to day operations.
• Promotes a positive and energetic sales atmosphere with the team.
• Ability to deliver results, while working in a highly independent environment.
• Strong communication skills with both internal and external stakeholders at all levels.
• Effective time management skills and strong computer skills necessary, including Word and Excel. 
• If you are hired to work as a Regional Manager, Customer Success  you will be required to provide proof that you have received the COVID-19 vaccine within 45 days of your start date.

Education Requirements:

• Bachelor’s Degree Required.
• 3 years of experience in account management and/or senior living sales management
• A personal sense of urgency and capacity to overcome obstacles.
• A high level of enthusiasm for building a business.
• Ability to prioritize multiple responsibilities/projects.
• Excellent communication and presentation skills.
• Excellent customer service skills.
• An excellent problem solver.
• Highly organized.
• Comfortable with data tracking, analysis and CRM tools.
• Microsoft Office Suite, including Excel and PowerPoint

 Home Office Requirements:

• This position requires you to have a designated home office space, allowing for privacy during working hours, as well as a high speed internet connection. 
• It is expected that the CSM Manager will manage a daily schedule that is free from distractions and interruptions. Taking care of children or audible pets is not permissible during work hours.
• You will be provided with a laptop fully loaded with Microsoft Office, Outlook, access to our CRM system and VPN so that you may connect to our intranet.

Additional Information

Compensation:

Base Salary Range - $72-85,000

On Target Earning - $100,000

Accelerated Quarterly Bonuses (up to 220% of on target bonus)

Benefits:

• 401(k) plus match
• Dental insurance
• Health insurance
• Vision Insurance
• Paid Time Off
• Pet Insurance

#LI-JR1

#remote