- Lead and grow a team of Customer Success Managers to achieve targets for retention and engagement for home care agencies.
- Implement processes that drive high levels of adoption across our network with new programs and product offerings.
- Build and maintain strong relationships with agency partners, serving as their main point of contact.
- Develop and implement streamlined processes and standard operating procedures (SOPs) to enhance team efficiency and consistency.
- Drafting and editing presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders.
- Develop, test, and implement strategies to increase customer satisfaction, including regular check-ins, surveys, training, and feedback sessions.
- Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and channel customer feedback to the broader division.
- Analyze data and develop reports to track progress and identify areas for improvement by creating daily metric based scorecards to increase the team’s visibility into their own KPI achievement.
- Provide coaching and training to Customer Success Managers to ensure they have the necessary skills and knowledge to effectively manage their portfolio.
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