Family Connection Manager

Referah LLC – Family Connection Manager

ABOUT THE JOB

Reporting to the Director of Family Connections, the Family Connection Manager (FCM) will be managing the sales data, creating sales reports, setting goals, and assisting with creating revenue forecasts. They are also a leading thought contributor to the sales technology stack, design, program selection and testing, implementation, troubleshooting, and training of the Referah sales team and senior living community users. 

The Family Connection Manager will lead on many different critical projects across an assigned client’s strategy, management, and operations. They will also act as a communications partner, supporting internal and external communications related to these teams. In this leadership role, the candidate will partner with our senior leaders to build shared context, drive clarity, and appropriately prioritize time, thought, and resources towards key areas of company focus.

RESPONSIBILITIES

• Leading a positive and productive work culture as a company leader
• Motivating sales teams as champions of customer service for our senior living community subscribers and end users
• Leading the Referah mission and vision for all members of the sales department
• Establishing training standards and protocols
• Working closely across departments, communicating sales metrics within daily operations
• Reporting of productivity goals and monitoring of KPIs of Referah Sales Team
• Building sales techniques, practices, and KPIs for B2B and B2C advisors and divisional managers 
• Reporting, addressing, and troubleshooting technical issues with FCA logins and various software platforms
• Identifying opportunities for continuous improvement of processes. Supporting and implementing organizational and structural change
• Monitoring calls and coaching to address conversation flow and dialogue
• Supporting FCA roles and backfilling as needed
• Some travel may occasionally be required
• A varied schedule will include covering all shifts with evenings, weekends and holidays on a rotating basis
• Engaging in special projects and other duties as assigned
• Commitment to work collaboratively and respectfully toward resolving obstacles and/or conflicts

Here are some highlights of what you’ll be doing…

• Partner with Director to translate strategy into actionable performance goals and metrics for measurement.
• Identify issues, develop hypotheses, and execute in-depth analyses translating data into meaningful insights to form recommendations to Leadership
• Partner closely with resource management team, driving seamless process and communication across business stakeholders to ensure efficiency 
• Collaborate with extended leadership and project management to ensure efficient and effective processes are implemented across all accounts
• Support effective and clear communication between other divisional leads
• Identify and implement tools, systems and processes that evolve how the client works; this includes a communication tools (call center operations, customer relationship management system), divisional tools, and more.
• Support organization-wide communication practices to best serve a rapidly growing and evenly distributed hybrid team

The skills you’ll bring to the table…

• You have built a sales practice and/or have served on a highly autonomous, small team within a rapidly growing organization
• You are a process person. You’ve built and implemented processes and have been adaptable along the way to ensure success
• You have partnered closely with Executive teams in guiding sales processes for organizations
• You have deep experience building and reengineering internal process flows to make them better, more efficient, and more effective
• You love a fast-paced, dynamic organization
• You have used and/or built data visualization tools built on top of internal data to gain insight into how an organization can most efficiently fulfill its mission
• You are motivated by numbers and enjoying refining goals

EXPERIENCE & QUALIFICATIONS

• Experience in a leadership and client-facing role, ideally with experience liaising with Technical, Finance and Budget, Sales, Marketing and Operations staff
• Previous experience in Senior Living
• Approachable style with well-developed listening skills
• Comfort with challenging conversations and situations
• Strong and engaging interpersonal skills
• Computer savvy with knowledge in troubleshooting email, CRM, call center software, etc.
• Demonstrable track record of success in driving organizational change and results, facilitating decision making, developing, and managing complex projects, and managing vendor relationships
• Strong familiarity with email, Google Docs, Microsoft, CRM, call center software
• Create Reports in Excel
• Strong presentation and communication skills

What about you? You are equal parts leader and team player with a passion for sales and helping people. You’re a builder, known for working cross-functionally to establish and drive sales, revenue, overall satisfaction, and reputation excellence. You have experience in troubleshooting software issues and are articulate in documenting the process and resolution.