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Form of workJob Description
The IHC Account Manager is responsible for ensuring the success and retention of a designated portfolio of home care partners. This involves building strong relationships, providing support, and driving conversion rates. The role requires tracking and analyzing account performance to offer insights and suggestions for improving coverage and revenue. The IHC Account Manager collaborates closely with various teams to enhance customer relationships and achieve organizational goals.
The Company and Our Mission:
Caring.com is the leading online destination for caregivers seeking information and support as they care for aging parents, spouses, and other loved ones. We apply cutting-edge technology to our mission: to help as many seniors and their caregivers as possible through empathetic, expert guidance. We take pride in helping the 45 million U.S. family caregivers find help for their aging family members. Many of our employees have had personal experience with caregiving and are passionate about our mission. We are an agile team that succeeds by marrying rigorous data-driven thinking with real concern, empathy for users, and the quality of their experience. Don't think for a minute that all this talk about aging stops us from having a good time--we're a vibrant group of highly talented, results-oriented types who want to use our time and our brains to drive change for the better.
Responsibilities:
- Drive growth for assigned home care partners by increasing referral conversion rates.
- Cultivate and maintain relationships with home care agencies to enhance retention and satisfaction.
- Facilitate a smooth onboarding process for new home care customers and expedite their ability to convert referrals.
- Implement effective strategies to boost referral conversion rates and upsell additional products.
- Conduct regular reviews of referrals and performance, providing guidance and education to home care partners.
- Promote the adoption and utilization of partner-facing systems.
- Resolve invoice disputes and communicate outcomes to customers in a supportive manner.
- Collaborate with the home care sales team to address market challenges, incentives, and changes.
- Maintain an accurate database of home care agencies and take corrective actions as necessary.
- Perform other duties as assigned.
Qualifications:
- 3-5+ years of sales/account management experience.
- Previous experience in the senior care industry or related field preferred.
- Proven track record of supporting and servicing indirect channel partners across diverse geographic areas.
- Strong problem-solving skills and ability to thrive in a fast-paced, independent environment.
- Proficiency in metrics-driven environments with a focus on delivering results.
- Excellent communication, presentation, customer service, coaching, and training skills.
- Ability to exercise discretion, make independent decisions, and adhere to policies and guidelines.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint). Google Applications and Mac applications
- Willingness to travel and attend conferences as needed.
Education Requirements:
- Bachelor's degree preferred.
Key Performance Indicators (KPIs):
- Sales/revenue growth
- Home care customer attrition/retention rates
- Portfolio-level conversion rates
Additional Information:
- Base salary: $50,000
- On-target earnings: $70,000
- Full benefits package including health, life, dental, vision, 401(k) with company match, paid time off, etc.
- Travel outside of the local market may be required up to 10% of the time.
Diversity, Equality, and Inclusion at Caring.com
Our history has taught us that treating everyone with dignity and respect is vital to our ongoing success. We embrace and seek out diversity that is inclusive of thought, race, ethnicity, gender, age, religion, sexual orientation, experience, and background. We find that this diversity and openness ensures that all our associates have equal access to opportunities and resources to contribute fully to the organization's success, and it fuels innovation, improves strategic thinking, and cultivates leadership.
