Customer Success Manager

1 week ago

Mississauga, Ontario, Canada PointClickCare Full time
For more than 20 years, PointClickCare has been the backbone of senior care.

We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.


With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:


Reporting to the Director, Customer Success, the Enterprise Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare's solutions.

The position is responsible for PointClickCare's Regional Enterprise customers. This position can work remotely and will travel to various client locations as required.

Key Responsibilities:

  • Acting as the primary PointClickCare contact for corporate and regional enterprise accounts
  • Building, growing, and expanding client relationships at all levels and across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) while achieving overall client success
  • Conducting strategic business reviews (Success Reviews) for clients to drive further adoption for assigned accounts through continuous increase in value of PointClickCare EHR solutions
  • Developing and executing strategic account plans, identifying organizational goals, and providing guidance to clients to achieve successful and valuable outcomes
  • Liaising with internal departments, including Project Management, Data Services, Business Development, Account Services, Product, Marketing, etc., to ensure customer requests are appropriately prioritized and addressed
  • Advocating on behalf of corporate accounts with other departments in PointClickCare by developing positive internal working relationships
  • Working closely with the Account Executive in identifying and uncovering possible sales opportunities to make our customers successful
  • Providing early warning and turnaround strategies re: corporate accounts who are dissatisfied with the service they are receiving
  • Maintain an understanding of PointClickCare's products & services, industry knowledge and trends to drive customer engagement
**Required Experience: - 6+ years' experience in a customer-facing role within a Saas/tech company

  • Experience in a Healthcare Sales/Account Management/Customer Success Management role managing a book of business, primarily focused on toptier customers.
  • Proven track record of sustaining and growing complex relationships.
  • Proficient communication, presentation skills and ability to work independently in remote environment to deliver customer success.
  • Be a selfstarter with a positive attitude, collaborative working style.
  • Data analysis experience including interpreting and translating results.
  • Experience using a CRM tool.
  • Bachelor's degree in a relevant field or equivalent practical experience

_ _

_ Customer Success Manager Functional/

Technical Competencies:
_

Interpersonal Influence:
Knows their way around customer organizations and have a strong presence interacting at the executive level. Builds close relationships and able to quickly gain buy-in and use relevant facts and figures when possible. Gets others involved in mutually beneficial decision-making. Able to handle difficult questions and concerns.

***
Customer Centric:Able to drive a customer-focused culture. Understands industry pressures and their impact on customer businesses. Anticipates and address customer needs, and gathers and shares their feedback within PointClickCare.

***
Consulting Skills:Develops strong relationships with decision-makers in prospective client organizations and has the ability to speak conversationally. Compares customer needs with business objectives and fully utilizes business review tools at the master level. Has the ability to analyze and display data, and takes the initiative to show others how to do things. Can explain the results of solving versus not solving a problem, and how PointClickCare tools can solve customers' problems and improve their businesses overall.

***
Organizational Effectiveness:Able to equip themselves organizationally by staying in the loop on organization culture and policies, building alliances, and by demonstrating a high level of self-awareness. Work with others to understand internal and issues and know when issues require immediate resolutions. Get buy-in and support without using authority, by involving others in processes or decision, and by understand their motivations. Understand all solution options, tailor their own solutions options to their audience, and wor

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