About A Place for Mom
We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more. Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.
Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.
Employees who thrive at A Place for Mom live our values every day:
- Focus on excellence
- Act with integrity and assume positive intent
- Drive outcomes every day with passion and a sense of mission
- Make the lives of our families and customers better, easier and more successful
- Realize the full potential in each team member - work as a single supportive team
THE POSITION
The Community Senior New Hire Support Specialist is a member of the L&D Team who provides job specific training and coaching to support new and existing Customer Success Managers (CSM’s) in achieving and exceeding their performance objectives.
Who you are:
You are passionate about fostering an environment of continuous learning and excellence, skilled in delivering engaging learner experiences and ensuring that learning objectives are met and connected to delivering business outcomes. You will have experience developing and delivering classroom based and virtual instructor-led training and side-by-side coaching. You are skilled in diagnosing opportunities to improve performance and delivering the coaching needed to help new hires and existing CSM’s be successful.
What you will do:
- Support CSM’s as they go through initial onboarding and transition to their role working with our community customers in the field.
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Serve as an internal expert and first point of contact for new CSM’s as they complete initial onboarding training. Provide expertise and coaching on topics including but not limited to:
- Consultative selling
- Objection handling
- Time management skills
- Salesforce skills
- Collaboration with community customers to advance the sale
- Reporting on new hire performance against ramp metrics
- Identify CSM skills gaps and create strategies to address through development opportunities.
- Work with the Director of L&D, Community Leaders and team members to identify areas of improvement needed in the onboarding process and support provided to new hires to ensure optimal performance against ramp metrics.
- Work closely with CSRMs on Coaching Plans designed to improve new hire and/or tenured advisor performance.
- Deliver CSM onboarding and continuing education sessions.
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Coordinate efforts with the L&D team and Community Leaders to ensure course materials are comprehensive in meeting the needs of new hires and existing team members. This may include:
- Providing consultation on development of content and delivery methods.
- Update/enhance onboarding materials to comply with current policies and protocols.
- Organize/promote the training resources housed in the LMS, L&D Google Site, 1-Stop Shop.
- Work as SME on content development
- Stay current with policies and procedures by attending appropriate Community team meetings, as well as L&D team meetings.
- Other duties as assigned.
Required Skills and Competencies
- Bachelor’s degree
- 1+ years as a CSM with A Place for Mom preferred
- Thorough understanding of CSM skills, knowledge, and behaviors needed to partner with our Community Customers Thorough understanding of Community workflows and demonstrated expertise with Salesforce
- Knowledge of the principles and methods of adult learning
- Demonstrated ability to teach individuals and/or groups, as well as measure training outcomes and effectiveness
- Excellent presentation skills and ability to lead engaging virtual and in-person training
- Exhibits attention to detail, problem solving, and organizational skills
- Excellent verbal and written communication skills
- Ability to interact professionally with technical staff and other departments
- Ability to manage multiple demands, adapt to changing priorities, and maintain composure in stressful situations
- Great work ethic and ability to prioritize and meet deadlines in a fast paced environment
- Proficient with MS Office (Word, Excel and PowerPoint) and Google (Drive and Sites) product suites
Compensation
Position is salary, exempt
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Additional Information
Compensation:
- Base Salary - $67,500 - $75,000
- Bonus - 10% Management Bonus
Benefits:
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision Insurance
- Paid Time Off
- Pet Insurance
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