COMPANY OVERVIEW:

Right at Home is a leading provider of in-home care services for seniors, dedicated to improving the quality of life for our clients and their families. Our compassionate team of caregivers ensures that seniors receive personalized care designed to meet their unique needs. We are seeking a Client Success Manager who shares our commitment to enhancing the experience of our clients and driving satisfaction and outcomes.

JOB SUMMARY:

The Client Success Manager plays a crucial role in fostering positive relationships with clients and their families, ensuring that they receive exceptional service and support throughout their journey with our company. This individual will serve as a key point of contact for clients, overseeing the on-boarding process, addressing concerns, and continuously seeking opportunities to enhance the client experience. The ideal candidate will possess strong interpersonal skills and a results-oriented mindset. Candidate must have strong sales and personal interaction skills.

QUALIFICATIONS:

Bachelor’s degree in business or marketing preferred or equivalent experience.

• 3+ years of experience in client success, account management, or a related role. Healthcare industry experience preferred but not required.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to empathize with clients and families while maintaining professionalism and sensitivity to their needs.
• Strong organizational skills with a detail-oriented approach.
• Proficient in using CRM software and other technology tools to manage client relationships and track interactions. 60+ WPM typing. Proficient in MS Windows, Word, Excel, Outlook. Strong grammar skills.
• Must have a reliable vehicle/valid driver’s license & insurance to travel to client homes, medical facilities, and attend community events as needed. Ability to lift 25 lbs.
• Pass reference and background check.

Client Onboarding: Guide new clients and their families through the onboarding process, ensuring a smooth transition into our in-home care services.
Relationship Management: Build and maintain strong, trusting relationships with clients and their families, acting as their primary point of contact for any inquiries, concerns, or support needed.
Needs Assessment: Conduct regular assessments of client needs and preferences, collaborating with caregivers to ensure personalized care plans are implemented effectively.
Problem Resolution: Proactively address client concerns and challenges, implementing solutions to improve satisfaction and resolve issues promptly.
Feedback Collection: Regularly solicit feedback from clients and families to identify areas for improvement and implement necessary changes to enhance service delivery.
Caregiver Coordination: Work closely with care teams to ensure that caregiving services align with client needs and expectations, facilitating effective communication between clients and caregivers. Mentor our caregivers to improve their skills.
Performance Tracking: Monitor client satisfaction metrics and track key performance indicators related to client success, sharing insights with leadership to drive continuous improvement.
Community Engagement: Foster relationships within the community to build awareness of our services, attending events and participating in outreach initiatives as needed.