Customer Success Manager, Care Network

  • Care Network
  • Singapore, Singapore

Customer Success Manager, Care Network

Job description

Homage is redefining in-home caregiving for our parents, grandparents, friends and loved ones. At the heart of Homage are the families and caregivers we work with and the technology we build transforms their lives and care delivery experience. Here, everyone works on exciting, meaningful projects. We move fast, have fun and help each other out.


We are a fast-growing startup and we want to continue to ensure that the care services we provide to our seniors and families are of the highest standards for quality and safety. We’re looking for people who are talented, thoughtful, responsible and passionate individuals who share our values and passion for what we do. Your work will directly impact the lives of people receiving care, people delivering care, and the families that are normally left in the dark about the entire caring process. We're looking for strong team players, people who can work with a very diverse team (engineers, care operations, sales folks.) We’re proudly backed by a group of top local investors, including Golden Gate Ventures, 500 Startups and SeedPlus. 


ABOUT HOMAGE: 

Homage is a complete home care solution that combines the curation and training of care professionals with smart technology to provide on-demand home caregiving to seniors, allowing them to age at home with comfort, dignity, control and grace. Using a web and mobile technology platform, Homage efficiently matches care recipients with qualified care professionals and schedules caregiving on an on-demand basis to provide recipients with home nursing care and assistance with daily activities. Homage works with both private clients and public organizations alike to provide high quality caregiving to seniors. 


ROLE DESCRIPTION 

Homage is looking for a Customer Success Account Manager to maintain and nurture long-term customer relationships to ensure satisfaction, retention and growth. The successful candidate needs to be adept at uncovering customer needs, building rapport and communicating effectively.

 

If working for one of Singapore’s most exciting startups and making an impact on the lives of our customers sounds like your dream job, we would love to hear from you! 

Requirements

RESPONSIBILTIES

  • Serve as the primary point of contact for all account matters including daily care coordination; own on-going engagement and success for all assigned accounts
  • Lead the on-boarding process for new customer accounts, including the preparation of all related documentation and supporting materials
  • Conduct on-boarding sessions for new customers with structured guidance and implementation support
  • Work closely with Care Advisory and Operations teams to ensure smooth delivery of care, triage incidents and communicate resolutions in the most appropriate manner
  • Ensure that all account deliverables are prepared promptly and accurately for periodic reporting purposes
  • Organise and conduct periodic customer success review meetings with individual accounts to review engagement, learn feedback, uncover future needs and strategically position up/cross-sell opportunities through service renewals
  • Drive improvements in internal workflows and resources to elevate the quality and efficiency of the customer success team

SKILLS & EXPERIENCE

  • Bachelor’s degree or relevant experience in lieu 
  • 1 – 3 years’ experience in a sales or customer service-oriented role, prior experience in account management in a B2B context and/or start-up experience preferred
  • Demonstrable track record of achieving or exceeding customer engagement and retention goals
  • Proficient in MS Office applications and CRM tools
  • Exceptional interpersonal, written and verbal communication skills, with a strong ability to develop customer relationships both in-person and over the phone
  • Possesses a strong sense of ownership and accountability, alongside empathy, tact and sound judgement 
  • Ability to multi-task effectively and adapt quickly to a fast-paced start-up environment
  • Excellent team player