VP Customer Success Corporate F/H

2 weeks ago

Mississauga, Canada PointClickCare Full time
p>PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

About the Team:

Reporting to the SVP, Customer Care, the Vice President will lead the strategic direction and execution of Customer Support at PointClickCare. The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels. This VP is responsible for leading a team that will manage all aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience.

About the Role:

The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses ever-changing needs of our customer base across both technical and functional questions. b>

  • Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth.
  • Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services.
  • Work cross-functionally to promote customer service in adjacent departments that impact Customer Support such as Sales and Customer Success.
  • Develop and track Customer Support KPIs, and use data to influence and drive visible results.
  • Play a critical role in developing a geographically remote support team.
  • Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
  • Background in overseeing training programs for development of IC and managers.
  • Proven track record of driving operational improvements and end-to-end customer experience.
  • Experience directly hiring and managing a geographically distributed team.
  • Proven track record of managing SLAs and customer-centric metrics.
  • Led implementation of AI-driven tools and processes.

    #LI-Remote

    #LI-JP1

    PointClickCare Benefits & Perks:

    Benefits starting from Day 1

    • Retirement Plan Matching
    • Flexible Paid Time Off
    • Wellness Support Programs and Resources
    • Parental & Caregiver Leaves
    • Fertility & Adoption Support
    • Continuous Development Support Program
    • Employee Assistance Program
    • Allyship and Inclusion Communities
    • Employee Recognition … and more

    It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. p>

    When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

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