Customer Success Manager

2 weeks ago

Mississauga, 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 Customer Success Manager will be responsible for providing responsive customer success as part of our Digital Customer Success strategy. Our Digital Customer Success Managers work as a team to help clients achieve their desired outcomes, while ensuring a positive experience with PointClickCare.

**Position Location**:
**Key Responsibilities**:

- Respond to inbound customer success inquiries
- Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve their objectives, leading to full business value
- Help drive overall customer adoption and success
- Support customer NPS (Net Promoter Scores) scores
- Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
- Coordinate with cross-functional teams to provide solutions
- Reducing churn, both for organizations (logos) and products.
- Revenue expansion and improvement of bookings metrics.
- Other criteria as determined by CSM (Customer Success Manager) Leadership team.

**Required Experience**:

- Prior healthcare sales/account management experience
- Exposure to LTC (Long Term Care) organizations
- Strong written and verbal communication skills
- Excellent organizational, project management & time management skills
- Strong relationships, teamwork, and collaboration capabilities
- Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
- Post-secondary education required
- Experience with EHR (Electronic Health Records) is a definite asset

LI-SG1 #LI-Remote

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