Customer Success Manager

3 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.

*This position is responsible for a Canadian territory with some travel required*

**Position Summary**:

- Reporting to the Director, Customer Success, the Customer Success Manager will be responsible for managing and providing world-class strategic partnerships to their clients, and help them optimize the use of PointClickCare solutions. This role will be a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business to be able to provide value add solutions.

**Key Responsibilities**:

- Drive and own Strategic partnerships with their clients and act as the primary point of contact for their assigned accounts
- Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
- Execute on product utilization to ensure customers achieve a significant return on investment, and help drive the overall customer adoption and success
- Maintain customer engagement levels and support customer NPS scores
- Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
- Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
- Reducing churn, both for organizations (logo’s) and products.
- Revenue expansion and improvement of bookings metrics.
- Other criteria as determined by CSM Leadership team.

**Required Experience**:

- 5 years’ healthcare sales/account management experience
- Exposure to LTC organizations required
- 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 is a definite asset

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