Customer Success Manager, Large Accounts
Sdui
Swift
Salary
💰 $39 - $42 per hour
Job Level
Senior
Tech Stack
Swift
About the role
- Independently assess risks and triage Trust & Safety channels (phone, Slack), making immediate decisions on escalation pathways.
- Quickly evaluate incident severity through interviews, care notes, and collaboration with operational teams; apply critical thinking and sound judgment.
- Communicate effectively with individuals in distress and provide real-time critical support to internal teams and franchise partners.
- Manage multiple concurrent escalations with urgency and precision, engaging emergency services or higher-level interventions when necessary.
- Review and assess client care plans to identify gaps and generate recommendations for improvement.
- Conduct comprehensive reassessments via phone to address evolving care needs and work cross-functionally to develop actionable solutions.
- Complete skill assessments for Care Pros and provide consultative support to internal teams, franchise owners, and operational leaders on complex care situations.
- Deliver targeted training and education to Care Pros and internal teams as needed to reinforce clinical best practices and safety protocols.
- Maintain accurate, detailed, and timely records of incidents and resolutions, ensuring confidentiality and adherence to privacy policies and regulatory requirements.
- Relay factual, neutral, and objective case details to franchise owners and stakeholders and collaborate to refine safety protocols and investigative practices.
Requirements
- 3+ years of experience in emergency services, clinical care, nursing, or related healthcare fields.
- RN or LVN qualification required.
- Experience with elderly care, including ALF, SNF, MCU, or hospice clients.
- Proficiency in workplace communication tools (Google Docs, Sheets, Slack).
- Strong decision-making skills and emotional discipline.
- Excellent communication and interpersonal skills, with a focus on empathy and understanding.
- Exceptional time management skills, with the ability to triage and prioritize multiple incidents concurrently.
- Comfortable with technology and fast-paced environments.
- Independent & decisive decision-making under pressure.
- Ability to manage multiple concurrent escalations and collaborate with operational teams.
