Client Success Manager - Schedulay!

Note: This is a remote opportunity.

At Procare HR, we're on a mission to transform workforce outcomes for care providers through our industry-focused HR services model. We offer comprehensive HR services, including payroll processing, benefits administration, workers compensation management, and general HR support. Our core values drive our culture, emphasizing positivity, curiosity, accountability, gratitude, and growth.

Who We Are - Core Values

• We strike the gong – Actions have a ripple effect. Every engagement is an opportunity to have a positive impact on our clients and team.
• We laugh – Laughter is contagious. Keep it light when things are tough. Life is short, celebrate.
• We explore – Individual curiosity and resourcefulness lead us to better solutions.
• We show up – Sense of duty and accountability is part of our DNA. How we show up matters.
• We are grateful – We are grateful for our clients and for each other, and approach all situations with humility. We appreciate the experiences that have shaped us.
• We grow - We embrace the struggle that comes with personal growth so that we can better ourselves and our team.

About The Role

As a Customer Success Manager (CSM) for Schedulay!, our Labor Management team, you will be the key relationship linchpin for our clients. This position is pivotal in ensuring client satisfaction through regular engagement and strategic support. You will leverage your technical expertise to analyze client KPIs, develop strategies for addressing underperformance, and execute these strategies to ensure client success. Your proactive approach will help clients manage their labor expenses, achieve their budgetary goals, and maximize the capabilities of our scheduling platform.

What You’ll Do:

• Client Relationship Owner: Serve as the primary point of contact for clients, conducting regular check-ins, addressing concerns, and building trust to foster strong relationships.
• Performance Monitoring: Track and analyze key performance indicators, produce detailed reports, and identify trends and areas for improvement.
• Strategy Development: Develop tailored strategies for addressing underperformance and work closely with clients to implement and monitor these strategies.
• Technical Expertise: Maintain proficiency in the scheduling system, serving as the Subject Matter Expert (SME), and support implementation configuration and discovery.
• Customer Support: Achieve customer service targets through various channels, ensuring the resolution of client issues and escalations.

• A Bachelor’s degree in business administration, senior living operations, or a related field.
• 3+ years of experience in senior living management, client management, or a related field, with a proven track record of building and maintaining strong client relationships.
• Strong analytical skills with the ability to interpret data effectively to drive insights and strategies.
• Familiarity with scheduling software support and proficiency in Microsoft Office Suite and CRM platforms, preferably Salesforce.
• Experience in PEO or Shared Services environments is strongly preferred.

• Your proactive approach to client engagement, ensuring that every interaction is supportive, helpful, and responsive.
• A commitment to delivering exceptional service and exceeding client satisfaction goals.
• A knack for identifying opportunities for improvement and driving meaningful change for clients through data-driven insights.
• Your ability to cultivate long-lasting relationships built on trust and transparency.

The Perks

• Health insurance, with the company paying the single employee premium
• Company paid dental insurance
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match
• Paid Time Off
• Additional ancillary benefits including Vision, Cancer, Critical Illness, Hospital Indemnity, Voluntary Life/AD&D, Accident and Legal

This job posting contains some general information about what it is like to work at Procare HR and is not a complete job description. Procare Team Members perform a number of different tasks every day, and this posting does not list all of the essential functions of the job.

Procare HR provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.

Procare HR is an Equal Opportunity Employer.