(Canada) Customer Success Manager
4 days ago
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.
Reporting to the Director, Customer Success, the 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 ideal Senior Customer Success Manager will possess business consulting background and enterprise SaaSknowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required.
**Key Responsibilities**:
- Builds, grows, and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite)
- Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions.
- Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy and align on customer initiatives, goals and outcomes.
- Develop and maintain annual joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, and timelines.
- Eliminates barriers to customer advocacy and expansion.
- Facilitates Executive Business Reviews between customer decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
- Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams.
- Works cross functionally with internal teams to maximize expansion, adoption, and retention of solutions. Exceptional balance of revenue growth and retention outcomes.
- Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals.
- Provides early warning and turnaround strategies that focus on customer health and churn mitigation
- Acts as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.
- Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships.
- Builds and maintains a portfolio of reference-able accounts
- Consistently demonstrates empathy, tact and confidence when engaging in customer conversations.
- Leads strategic Customer Success initiatives.
- Onboards and provides mentorship to new team members to the Customer Success Organization.
- An excellent communicator/speaker, able to quickly gain buy-in.
- Dedicated to meeting customer and company expectations.
- Exceeds all KPI targets, including NRR, while maintaining strong client relationships.
- Complete CSM Certification within 12-months of hire.
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