Customer Success Manager, Expert Guidance

Description

Join our winning team , recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact. Bee the teammate you want to work with - We work as a team, help each other and encourage each other Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed. Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary

The Customer Success Manager, Expert Guidance is responsible for leading a team of Care Advisors and Care Advisor Team Leads to assist long term care insurance policy holders with access to community resources, services, and supports. This team utilizes the results of assessments, screenings, and their knowledge of community-based resources to help policy holders achieve their care journey goals. The Customer Success Manager, Expert Guidance is responsible for a variety of managerial and administrative tasks to support the planning, organizing, and execution of operational duties associated with the product and programs.

Requirements

Supervisory Responsibilities:

Team Lead(s)

Care Advisors(s)

Duties/Responsibilities

Trains and coaches advisors to communicate with policy holders and their families Serves as an expert in care navigation and caregiver support interventions Maintain and monitor NPS scores within goal targets and call reviews for Quality Assurance Leads daily operational duties like team assignments, 1:1 meetings, team meetings, timekeeping, reporting, and other duties as assigned Manages escalations associated with customer satisfaction and program performance Provides support and guidance to Care Advisor team leads including coaching, workforce management, quality assurance, and leadership development Supports the development and implementation of tools, systems, and practices for continuous improvement within and/or across designated product(s) Responsible for consistent progress toward alignment with intended outcomes/goals through key performance indicators (KPIs) Effective delegation: proficient in delegating tasks and responsibilities to team members, maximizing productivity and ensuring efficient completion of work through others Develops reports and presentations for internal stakeholders, as needed Oversees personnel actions including hiring, training/development, time and attendance, and performance evaluations Other duties as assigned

Team Leadership

Leads, mentors, and manages a team of care advisors and team leads. Fosters a collaborative and supportive team environment. Ensures that team members are well-trained and equipped to engage with policyholders.

Program Management

Oversee the Care Concierge - Expert Guidance program operations. Ensure assessments and action plans are conducted and generated accurately and timely. Monitor program success metrics and KPIs, making data-driven decisions to improve performance.

Quality Assurance

Ensure the team adheres to service level agreements and program requirements. Conduct regular quality assurance reviews to maintain high standards of service delivery. Implement and monitor quality improvement initiatives.

Business Operations

Utilize business acumen to ensure economic sustainability and scalability. Monitor program performance to identify opportunities for efficiency gains and workflow enhancements.

Performance Metrics

Health of the Program: Manage the health of the program by monitoring and reacting to activities associated with program success. This ranges from “top of the funnel” activity such as policy holder engagement and program opt-ins to “bottom of the funnel” activity associated with follow-up touch points, risk assessments, action plan development, and policy holder goal achievement. Team Performance: Assess the performance of Care Concierge team leads and care advisors in terms of coaching, workforce management, quality assurance, and leadership development. Monitor metrics such as employee engagement scores, performance improvement plans, and team productivity. Alignment with Goals: Evaluate the progress of the team towards alignment with intended outcomes and goals through key performance indicators (KPIs). Define and monitor KPIs relevant to the role, such as lead conversion, action plan adherence and goal completion, service level agreements, and client satisfaction scores. Personnel Management: Monitor personnel actions such as hiring, training/development, time and attendance, and performance evaluations. Continuous Improvement: Evaluate the implementation of tools, systems, and practices for continuous improvement within the Expert Guidance team. Measure metrics such as process efficiency gains, customer satisfaction improvements, and cost savings achieved through process enhancements.

Required Skills/Abilities

Passion for helping others Outstanding skills in communication, critical and creative thinking, task management, and personal organization Proven stakeholder management and customer success skills Proactive problem solving: Ability to anticipate and identify potential challenges or issues before they arise, demonstrating a strong sense of foresight and a proactive approach to problem solving Ability to motivate and manage teams to achieve goals Ability to effectively elicit/provide information to and from appropriate individuals (including, but not limited to, supervisors, co-workers, clients) via strong communication skills Computer proficiency required Comfortable working with technology and providing basic technical support Comfortable working with new programs and computer systems Must be at least eighteen (18) years of age

Education And Experience

Bachelor degree in Psychology, Social Work, or related field highly preferred 5+ years of relevant experience in a similar role Proven experience in a management role, preferably in a social work or healthcare setting Experience with account, project, and/or program implementation and management Strong business acumen Experience in geriatrics preferred

Physical Requirements

Ability to remain at your designated workstation for the duration of the workday Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP). The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. The ability to observe details at close range (typically on a computer screen) This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings. #J-18808-Ljbffr