TheKey
Client Success Manager – TheKey
Join to apply for the Client Success Manager role at TheKey.
This range is provided by TheKey. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $80,000.00/yr - $85,000.00/yr
For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee‑teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.
Essential Duties and Responsibilities
Manage the day‑to‑day client relationship and delivery of quality care.
Identify and focus on a holistic approach to client care with a focus on quality of life, recommending new and/or specific avenues to improve client care and experience.
Conduct in‑person assessments with prospective clients, addressing their questions and concerns, building relationships with their families, and converting them into active service with the organization.
Utilize interpersonal relationships and communication skills to build rapport with the client and fortify the relationship with the client and the client’s support system.
Ensure that the TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updated.
Collaborate and communicate with internal and external customers on a regular proactive basis, including daily, weekly, and/or monthly meetings, as appropriate.
Consult with the client regarding their specific needs and preferences, experience and objectives, and evaluate potential solutions to client needs.
Act as a subject matter expert for all quality control and quality assurance matters.
Understand each new client’s needs by conducting a thorough initial assessment or reviewing previously completed assessments.
Follow the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction.
Conduct in‑person client re‑assessments and quality assurance visits that include, but are not limited to, home safety assessments, the client’s daily routines, and the client’s preferences and needs.
Proactively assess and reassess client needs and refer the client to additional services, adjust services or caregiving staff as needed.
Communicate effectively with the interdisciplinary team to ensure an overall quality experience, including the best possible caregiver match, accurate client billing, and long‑term care insurance benefit utilization. Manage caregiver introductions to clients and families and recommend additional training for caregivers as care needs evolve.
Manage escalations and/or complaints from clients, caregivers, and others, utilizing judgment and discretion to resolve them.
Review and adjust the client rates as the care progresses, taking into account changing care needs, service issues, and overall client satisfaction.
Ensure compliance with all state regulations and follow all company guidelines.
Recommend and/or implement policies and procedures to address specific or groups of clients.
Look for cross‑referral opportunities and other means of increasing business from new and existing clients.
Provide on‑call and after‑hours support as needed.
Additional duties as assigned.
Required Skills, Education, and Certifications
Bachelor’s Degree in Human or Health Services or a related profession from an accredited university preferred or equivalent work experience.
Excellent customer service and conflict resolution skills.
Computer proficiency and ability to document accurate and timely notes in systems related to client visits.
Current driver’s license and proof of insurance.
Preferred
3 years experience in health care, elder care, social work, or related industry preferred.
Physical Requirements
Ability to travel locally up to approximately 75% of the time.
Ability to lift and carry up to 15‑20 pounds.
Ability to sit, stand, and walk for prolonged periods throughout the workday.
Ability to use standard office equipment.
The information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Benefits for Full‑Time Employees
Medical/Dental/Vision Insurance
TouchCare VirtualCare
Life Insurance
Health Savings Account
Flexible Spending Account
401(k) Matching
Employee Assistance Program
PTO Plan for Non‑Exempt Employees
Flexible PTO Plan for Exempt Employees
Holidays and Floating Holidays
Pet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
California Residents Only: In accordance with Article 2 of the California Health and Safety Code – California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California‑based applicants as a condition of employment. If an applicant has been convicted of a non‑exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
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This range is provided by TheKey. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $80,000.00/yr - $85,000.00/yr
For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee‑teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.
Essential Duties and Responsibilities
Manage the day‑to‑day client relationship and delivery of quality care.
Identify and focus on a holistic approach to client care with a focus on quality of life, recommending new and/or specific avenues to improve client care and experience.
Conduct in‑person assessments with prospective clients, addressing their questions and concerns, building relationships with their families, and converting them into active service with the organization.
Utilize interpersonal relationships and communication skills to build rapport with the client and fortify the relationship with the client and the client’s support system.
Ensure that the TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updated.
Collaborate and communicate with internal and external customers on a regular proactive basis, including daily, weekly, and/or monthly meetings, as appropriate.
Consult with the client regarding their specific needs and preferences, experience and objectives, and evaluate potential solutions to client needs.
Act as a subject matter expert for all quality control and quality assurance matters.
Understand each new client’s needs by conducting a thorough initial assessment or reviewing previously completed assessments.
Follow the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction.
Conduct in‑person client re‑assessments and quality assurance visits that include, but are not limited to, home safety assessments, the client’s daily routines, and the client’s preferences and needs.
Proactively assess and reassess client needs and refer the client to additional services, adjust services or caregiving staff as needed.
Communicate effectively with the interdisciplinary team to ensure an overall quality experience, including the best possible caregiver match, accurate client billing, and long‑term care insurance benefit utilization. Manage caregiver introductions to clients and families and recommend additional training for caregivers as care needs evolve.
Manage escalations and/or complaints from clients, caregivers, and others, utilizing judgment and discretion to resolve them.
Review and adjust the client rates as the care progresses, taking into account changing care needs, service issues, and overall client satisfaction.
Ensure compliance with all state regulations and follow all company guidelines.
Recommend and/or implement policies and procedures to address specific or groups of clients.
Look for cross‑referral opportunities and other means of increasing business from new and existing clients.
Provide on‑call and after‑hours support as needed.
Additional duties as assigned.
Required Skills, Education, and Certifications
Bachelor’s Degree in Human or Health Services or a related profession from an accredited university preferred or equivalent work experience.
Excellent customer service and conflict resolution skills.
Computer proficiency and ability to document accurate and timely notes in systems related to client visits.
Current driver’s license and proof of insurance.
Preferred
3 years experience in health care, elder care, social work, or related industry preferred.
Physical Requirements
Ability to travel locally up to approximately 75% of the time.
Ability to lift and carry up to 15‑20 pounds.
Ability to sit, stand, and walk for prolonged periods throughout the workday.
Ability to use standard office equipment.
The information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Benefits for Full‑Time Employees
Medical/Dental/Vision Insurance
TouchCare VirtualCare
Life Insurance
Health Savings Account
Flexible Spending Account
401(k) Matching
Employee Assistance Program
PTO Plan for Non‑Exempt Employees
Flexible PTO Plan for Exempt Employees
Holidays and Floating Holidays
Pet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
California Residents Only: In accordance with Article 2 of the California Health and Safety Code – California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California‑based applicants as a condition of employment. If an applicant has been convicted of a non‑exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
#J-18808-Ljbffr