(Canada) Customer Success Manager - Enterprise

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 Enterprise 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 position is responsible for PointClickCare’s Regional Enterprise customers. This position can work remotely and will travel to various client locations as required.
Key Responsibilities

• Advocating on behalf of corporate accounts with other departments in PointClickCare by developing positive internal working relationships
• Providing early warning and turn-around strategies re: corporate accounts who are dissatisfied with the service they are receiving
• Developing and executing strategic account plans, identifying organizational goals, and providing guidance to clients to achieve successful and valuable outcomes
• Conducting strategic business reviews (Success Reviews) for clients to drive further adoption for assigned accounts through continuous increase in value of PointClickCare EHR solutions
• Liaising with internal departments, including Project Management, Data Services, Business Development, Account Services, Product, Marketing, etc., to ensure customer requests are appropriately prioritized and addressed
• Acting as the primary PointClickCare contact for corporate and regional enterprise accounts
• Building, growing, and expanding client relationships at all levels and across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) while achieving overall client success
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
• Working closely with the Account Executive in identifying and uncovering possible sales opportunities to make our customers successful

Required Experience

• Experience using a CRM tool.
• 6+ years' experience in a customer-facing role within a Saas/tech company
• Proficient communication, presentation skills and ability to work independently in remote environment to deliver customer success.
• Proven track record of sustaining and growing complex relationships.
• Be a self-starter with a positive attitude, collaborative working style.
• Bachelor’s degree in a relevant field or equivalent practical experience
• Data analysis experience including interpreting and translating results.
• Experience in a Healthcare Sales/Account Management/Customer Success Management role managing a book of business, primarily focused on top-tier customers.

Customer Success Manager Functional/Technical Competencies
Interpersonal Influence: Knows their way around customer organizations and have a strong presence interacting at the executive level. Builds close relationships and able to quickly gain buy-in and use relevant facts and figures when possible. Gets others involved in mutually beneficial decision-making. Able to handle difficult questions and concerns.
Customer Centric: Able to drive a customer-focused culture. Understands industry pressures and their impact on customer businesses. Anticipates and address customer needs, and gathers and shares their feedback within PointClickCare.
Consulting Skills: Develops strong relationships with decision-makers in prospective client organizations and has the ability to speak conversationally. Compares customer needs with business objectives and fully utilizes business review tools at the master level. Has the ability to analyze and display data, and takes the initiative to show others how to do things. Can explain the results of solving versus not solving a problem, and how PointClickCare tools can solve customers’ problems and improve their businesses overall.
Organizational Effectiveness: Able to equip themselves organizationally by staying in the loop on organization culture and policies, building alliances, and by demonstrating a high level of self-awareness. Work with others to understand internal and issues and know when issues require immediate resolutions. Get buy-in and support without using authority, by involving others in processes or decision, and by understand their motivations. Understand all solution options, tailor their own solutions options to their audience, and work with others to see the potential in all alternative decisions.
Strategic Planning: Gathers and shares customer feedback and owns customer satisfaction. Drives a customer-focused culture and has a strong understanding of the industry pressures and regulations that impact their businesses.

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. Please contact [email protected] should you require any accommodations.
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