Experienced Full Stack Customer Success Manager – Home Care Solutions

At arenaflex, we're dedicated to revolutionizing the way families find senior care solutions. As the nation's leading online resource, we connect families with expert advisors who provide personalized insights to make informed decisions. Our mission is to empower caregivers to make the best senior care choices, and we're seeking a highly skilled and results-driven Customer Success Manager to join our team.

About arenaflex

arenaflex is a family-founded business that has been a trusted name in senior care advisory services since 2000. Our employees are deeply committed to our mission and live our core values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones, approaching our work with empathy.
• Do Hard Things: We're energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

Job Description

As an Experienced Full Stack Customer Success Manager, you will be responsible for the success and retention of your individual portfolio of home care customers. You will build deep relationships with a portfolio of home care agencies by onboarding, providing ongoing support, and driving conversion of arenaflex's referrals for each agency. This role is critical to help our customers generate the highest return on their investment with arenaflex, expand our relationship with each customer, and increase retention.

Key Responsibilities

* Deliver growth for your designated portfolio of home care customers by driving conversion of referrals.

• Build and nurture relationships with home care customers' in-market resulting in increased customer retention and satisfaction.
• Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert arenaflex referrals to care.
• Implement proven strategies to drive client activations and improve the conversion rate of arenaflex referrals.
• Increase revenue by increasing monthly referral volume and upselling additional products.
• Conduct regular review of referrals and results via call or video conference. Educate home care customers on our value, process, and best practices.
• Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service).
• Resolve invoice disputes fairly and equitably and communicate those results to customers in a supportive and positive manner.
• Communicate with the home care sales team regularly regarding challenges, incentives, and changes within the market.
• Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate.
• Other duties as assigned.

Qualifications

* Bachelor's degree preferred

• 3-5+ years of sales/account management experience
• Demonstrated experience in the senior care industry or other relevant experience and willingness to learn
• A strong track record of supporting and servicing a broad portfolio of indirect channel partners in a wide geographic area
• Proven problem-solving abilities
• Ability to deliver results while working in a highly independent and fast-paced environment
• Experience working in a metrics-driven environment
• Excellent communication and presentation skills
• Excellent customer service, coaching, and training skills
• Demonstrated ability to use tact and initiative and exercise sound discretion and make sound independent decisions, within general policy, procedural, and legal guidelines
• Ability to independently organize own work, set priorities, and meet critical time deadlines
• Strong computer skills necessary, including Word, Excel, and PowerPoint
• Willingness to travel and attend various conferences (about 10% of the time) as needed

Key Performance Indicators

* Client activations/revenue growth

• Home care customer attrition/retention
• Assigned portfolio level conversion

Compensation and Benefits

* The base salary is $50,000 per year.

• The on-target earnings are $70,000 per year.
• Full benefits for full-time employees, including health, life, dental, vision, 401(k) + company match, paid time off, etc.

Work Environment and Culture

As a remote employee, you will have the flexibility to work from anywhere within the continental United States. arenaflex fosters a culture of diversity, equity, and inclusion, and we're committed to creating a work environment that is supportive, collaborative, and innovative.

How to Apply

If you're a results-driven and customer-focused professional who is passionate about making a difference in the lives of caregivers and their senior loved ones, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees.

E-Verify

arenaflex uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit [www.e-verify.gov](http://www.e-verify.gov).

Remote Work Opportunity

This is a fully remote role that can be located anywhere within the continental United States. Apply for this job