(Canada) Principal 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.

Reporting to the Director, Customer Success, the Principal 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 Principal Customer Success Manager will possess long term business consulting background and enterprise knowledge 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**:

- Owns and delivers joint customer success plan, to help build, grow, and expand 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).
- Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
- Facilitates Executive Success Reviews between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
- Leveraging PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
- Partners closely with Strategic AE to support customer strategy by demonstrating a fluid understanding of all market segments and lines of business. Uncovers possible sales expansion opportunities to make our customers successful.
- Serves as a key contributor to the Product and Services team, helping guide impactful product and service enhancements to ensure customer requests are appropriately prioritized and addressed.
- Providing early warning and turnaround strategies that focus on customer health and mitigate churn. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.
- Shares success stories, facilitate workshops, webinars and thought leadership sessions with customers on known best practices.
- Informal team lead to CSMs onboarding program, works in collaboration with Director of Customer Success on leading specific customer success initiatives, identified improvement opportunities and champions best practices.
- Exceeds all KPI targets, including NRR, while maintaining strong client relationships.
- Complete CSM Certification within 12-months of hire.

**Required Experience**:

- You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations.
- Experience in a customer-facing role within a Saas/tech company
- Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on top-tier customers.
- Proven track record of sustaining and growing complex relationships.
- Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
- Proficient written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success.
- Proven proficiency in data analysis including interpreting and translating results.
- Bachelor’s degree in a relevant field or equivalent practical experience
- Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style.
- Experience using a CRM tool (Salesforce and/or Gainsight)

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