Customer Success Manager
Eldergrow brings joy and purpose to our growing community of elders through indoor therapeutic gardening.
The Customer Success Manager will oversee all aspects of the Therapeutic Horticulture Garden (THG) Program, including Customers, Garden Educators, and Therapy Gardens.
Applicants need to reside in the Eastern Time Zone.
This is a full-time, hourly position with benefits including medical, dental, vacation, and sick time.
Individuals with customer service management, account management, and project management skills are encouraged to apply.
Gardening experience preferred, nature lover a must!Learn more about our mission and the important work we do at https:
//www.
eldergrow.
orgLocation - A blend of mostly remote with occasional work at senior living community partners.
Essential Duties and
Responsibilities:
Manage Customer
Experience:
oProvide exceptional Customer Service to our accounts (senior living communities)oNurture existing relationships by sharing new resources and Eldergrow offerings.
oMaintain regular check-ins and develop relationships with all community contacts (executive director, activities director, nurses, and marketing staff)oRetention - Help prevent customer cancellations through excellent, consistent customer serviceoOversee Customer Training:
Activities, Marketing, Executive DirectorsoCollaborate with Eldergrow team to provide excellent customer support and maintain our highly regarded brandoEnsure partners are receiving monthly resource emailsoPresent recommendations for excellent programming and customer experienceoManage garden maintenanceoEnsure follow-up with the customer and Eldergrow EducatorsManage Therapeutic Horticulture Gardens Program:
Oversee Installations:
oCoordinate garden kickoffs and installsoSupport Customers and Educators on the timeline for garden delivery, meet and greets, installs and trainingoOversee execution of community staff training:
Activities (garden and mini-lessons), Executive Director, Care Staff, Marketing, and MaintenanceoSupport Ops from customer order to garden design kick-off and ongoing, consistent customer follow-upSupport the THG Curriculum:
oCoordinate with the Curriculum team on lessons and quarterly Curriculum DevelopmentoManage activity lesson distributionGarden MaintenanceoManage garden health and overall appearanceoEnsure only safe, non-toxic plants are usedEducator & Class Supplies:
oCollaborate with Inventory Specialist and Curriculum Trainer so that supplies are in stock and at best value then mailed to new EducatorsoHelp to ensure approved plants are usedActing Eldergrow Educator:
oManage approximately one local community as acting EducatoroAct as substitute Educator as needed to cover unassigned communitiesManage Contracted Educators:
oManage the recruitment processoInterview and identify EducatorsoOversee new Eldergrow Educator OnboardingoSupport office team to request, collect and file New Eldergrow Educator paperwork (W9, Background Check, Proof of insurance, Contractor Agreement)oOversee Educator TrainingoIntroduce Educators to community contactsoProvide ongoing support to Educators and nurture Educators for retentionoManage class calendaroTrack services provided for invoicing and paymentoQuality ControloFurther Develop Processes & ToolsoOther duties as assignedIn your cover letter, explain how three of your superpowers will drive your success in this position, and include with your resume Recommended Skills Account Management Curriculum Development Customer Experience Customer Relationship Management Customer Service Education Estimated Salary: $20 to $28 per hour based on qualifications.
The Customer Success Manager will oversee all aspects of the Therapeutic Horticulture Garden (THG) Program, including Customers, Garden Educators, and Therapy Gardens.
Applicants need to reside in the Eastern Time Zone.
This is a full-time, hourly position with benefits including medical, dental, vacation, and sick time.
Individuals with customer service management, account management, and project management skills are encouraged to apply.
Gardening experience preferred, nature lover a must!Learn more about our mission and the important work we do at https:
//www.
eldergrow.
orgLocation - A blend of mostly remote with occasional work at senior living community partners.
Essential Duties and
Responsibilities:
Manage Customer
Experience:
oProvide exceptional Customer Service to our accounts (senior living communities)oNurture existing relationships by sharing new resources and Eldergrow offerings.
oMaintain regular check-ins and develop relationships with all community contacts (executive director, activities director, nurses, and marketing staff)oRetention - Help prevent customer cancellations through excellent, consistent customer serviceoOversee Customer Training:
Activities, Marketing, Executive DirectorsoCollaborate with Eldergrow team to provide excellent customer support and maintain our highly regarded brandoEnsure partners are receiving monthly resource emailsoPresent recommendations for excellent programming and customer experienceoManage garden maintenanceoEnsure follow-up with the customer and Eldergrow EducatorsManage Therapeutic Horticulture Gardens Program:
Oversee Installations:
oCoordinate garden kickoffs and installsoSupport Customers and Educators on the timeline for garden delivery, meet and greets, installs and trainingoOversee execution of community staff training:
Activities (garden and mini-lessons), Executive Director, Care Staff, Marketing, and MaintenanceoSupport Ops from customer order to garden design kick-off and ongoing, consistent customer follow-upSupport the THG Curriculum:
oCoordinate with the Curriculum team on lessons and quarterly Curriculum DevelopmentoManage activity lesson distributionGarden MaintenanceoManage garden health and overall appearanceoEnsure only safe, non-toxic plants are usedEducator & Class Supplies:
oCollaborate with Inventory Specialist and Curriculum Trainer so that supplies are in stock and at best value then mailed to new EducatorsoHelp to ensure approved plants are usedActing Eldergrow Educator:
oManage approximately one local community as acting EducatoroAct as substitute Educator as needed to cover unassigned communitiesManage Contracted Educators:
oManage the recruitment processoInterview and identify EducatorsoOversee new Eldergrow Educator OnboardingoSupport office team to request, collect and file New Eldergrow Educator paperwork (W9, Background Check, Proof of insurance, Contractor Agreement)oOversee Educator TrainingoIntroduce Educators to community contactsoProvide ongoing support to Educators and nurture Educators for retentionoManage class calendaroTrack services provided for invoicing and paymentoQuality ControloFurther Develop Processes & ToolsoOther duties as assignedIn your cover letter, explain how three of your superpowers will drive your success in this position, and include with your resume Recommended Skills Account Management Curriculum Development Customer Experience Customer Relationship Management Customer Service Education Estimated Salary: $20 to $28 per hour based on qualifications.
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