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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 in one of the following states: Florida, Georgia, Massachusetts, Maryland, New Jersey, New York, Pennsylvania, and Virginia. 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.org
Location – A blend of mostly remote with occasional work at senior living community partners.
Essential Duties and Responsibilities:
Manage Customer Experience:
- Provide exceptional Customer Service to our accounts (senior living communities)
- Nurture existing relationships by sharing new resources and Eldergrow offerings.
- Maintain regular check-ins and develop relationships with all community contacts (executive director, activities director, nurses, and marketing staff)
- Retention - Help prevent customer cancellations through excellent, consistent customer service
- Oversee Customer Training: Activities, Marketing, Executive Directors
- Collaborate with Eldergrow team to provide excellent customer support and maintain our highly regarded brand
- Ensure partners are receiving monthly resource emails
- Present recommendations for excellent programming and customer experience
- Manage garden maintenance
- Ensure follow-up with the customer and Eldergrow Educators
Manage Therapeutic Horticulture Gardens Program:
Oversee Installations:
- Coordinate garden kickoffs and installs
- Support Customers and Educators on the timeline for garden delivery, meet and greets, installs and training
- Oversee execution of community staff training: Activities (garden and mini-lessons), Executive Director, Care Staff, Marketing, and Maintenance
- Support Ops from customer order to garden design kick-off and ongoing, consistent customer follow-up
Support the THG Curriculum:
- Coordinate with the Curriculum team on lessons and quarterly Curriculum Development
- Manage activity lesson distribution
Garden Maintenance
- Manage garden health and overall appearance
- Ensure only safe, non-toxic plants are used
Educator & Class Supplies:
- Collaborate with Inventory Specialist and Curriculum Trainer so that supplies are in stock and at best value then mailed to new Educators
- Help to ensure approved plants are used
Acting Eldergrow Educator:
- Manage approximately one local community as acting Educator
- Act as substitute Educator as needed to cover unassigned communities
Manage Contracted Educators:
- Manage the recruitment process
- Interview and identify Educators
- Oversee new Eldergrow Educator Onboarding
- Support office team to request, collect and file New Eldergrow Educator paperwork (W9, Background Check, Proof of insurance, Contractor Agreement)
- Oversee Educator Training
- Introduce Educators to community contacts
- Provide ongoing support to Educators and nurture Educators for retention
- Manage class calendar
- Track services provided for invoicing and payment
- Quality Control
- Further Develop Processes & Tools
- Other duties as assigned
In your cover letter, explain how three of your superpowers will drive your success in this position, and include with your resume.
