A Place for Mom

  • Client Services Manager

    Job Location(s) US-WA-Seattle
    Job ID
    2019-3794
    # of Openings
    1
    Category
    Sales
  • Overview

    Client Services Manager, RealVoice

    Job Description

                   

    RealVoice (a division of A Place for Mom) creates value for skilled nursing facilities by delivering high quality, actionable insights built on feedback we collect on their behalf from families of seniors, and by creating an enhanced online presence for skilled nursing facilities on A Place for Mom’s digital platform. The Client Services Manager is responsible for achieving client retention and engagement targets that drive key business results, and innovating to continually drive value for clients from the RealVoice line of products The right candidate enjoys solving problems and being a thought partner to their customers, adapts easily, has a bias for action and thrives on variety. This position involves driving results both by managing direct reports and by delivering individual contributions. The Client Services Manager reports to the Senior Director and GM of RealVoice, and is a part of the Sales organization at A Place for Mom.

    Responsibilities

    Key Responsibilities

    • Develop and manage the Client Service team to ensure they deliver excellent customer experience for our skilled nursing clients and consistently meet committed service levels
    • Manage the workflow, from acquisition through onboarding, for new clients
    • Meet target on key metrics including time to onboard, partner retention rates, satisfaction, and additional business generated from key accounts
    • Act as first point of escalation and triage issues impacting clients
    • Performance and career management for direct reports including regular one on ones, training for new hires and ongoing quality audits and training sessions as needed for team members
    • Take the lead in hiring outstanding Client Service team members as RealVoice grows
    • Collect regular feedback from clients and share with the rest of the team to inform product development and business development, and help improve the value proposition to the industry
    • Own the communication around key changes for external stakeholders, including developing and delivering training for clients as needed
    • Drive initiatives to drive value for RealVoice clients, and effectively implement those initiatives via the Client Service team and in partnership with Operations, Product and Business Development
    • Build the Client Service team’s skill set, effectiveness, and confidence in interacting with, and presenting to, C-level, Divisional, and Regional players at their assigned accounts
    • Collaborate with the National Business Development Manager and the APFM Marketing team to improve the effectiveness and consistency of client-facing communications, materials, websites, slide decks and webinars
    • Conduct regular Business Reviews with key clients (either quarterly, semiannually, or annually, based on partner category) to ensure client satisfaction and drive value
    • Generate leads from existing clients for the Business Development team as appropriate
    • Other takes as assigned

    Qualifications

    Required Skills and Competencies

    • 3+ years of experience in skilled nursing, post-acute or senior care industry
    • 3+ years regional or divisional sales leadership and/or account management experience with C-level executives
    • 2+ years’ experience managing direct reports
    • Proven ability to develop relationships with C-level, Divisional and Regional executives
    • 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
    • Experience using Excel or Google Sheets to conduct analysis and extract insights
    • Experience with Salesforce or another internal CRM preferred

     

    Education Requirements

    Bachelor’s degree required

     

    Compensation

    The position is a salaried, exempt position.  

     

     

     

     

     

     

     

     

     

     

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