(Canada) Sr. Customer Adoption Marketing Manager

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
This program leader will elevate our evidence program and establish and execute a customer adoption marketing strategic plan. They will nurture and build advocacy for top tier products that drive revenue to support business goals. They will create value stories and customer marketing assets to foster upsell opportunities and influence customer adoption/ utilization to mitigate risk for churn.
This role will support both Senior Care and Acute & Payer, navigating and influencing stakeholders from both business units to institute advocacy and adoption best practices. This individual will need to have or quickly learn a breadth of understanding about our top tier products from PointClickCare's entire portfolio.
Key Responsibilities

• Driving the creation of evidence-based proof point marketing assets, use critical thinking for prioritization of customer story pipeline, produce foundational story slide assets, secure customers' approval with e-signed waivers, and continuously evolve a database of multi-modal customer evidence assets, ensuring they’re available to stakeholders in easily accessible packages according to a variety of criteria and use cases. Consult with Product Marketing and Content teams to make decisions about more robust asset types (manage assigned budget). Communicate/collaborate cross-functionally to ensure assets are fully leveraged through all available channels (ShowPad, Online Communities, CSM Digest newsletters, campaigns).
• Develops and communicates multifaceted campaign strategy. Develops and actions campaigns that impact the effectiveness of customer-facing employees ie CSM ability to influence product adoption and mitigate risk for customer churn. Develops strategies and executes initiatives to support marketing goals, leveraging voice of customers to help foster more champions who seed adoption efforts.
• Gathering, interpreting, analyzing program data and providing insights/making recommendations/ finding solutions to ensure program outcomes show value and reduce churn.
• Leverage data and insights to manage performance against adoption and other KPIs - continuously optimizing and improving program performance
• Build relationships, align with and influence stakeholders. Provides regular direction to customer-facing employees ie CSM on how to properly engage customers with evidence-based adoption program campaigns. Drive continuous awareness, and affinity, through effective and innovative marketing programs via appropriate channels (email, online communities, in-app in our product, social, etc.)
• Proactively build and maintain our database of customer references for PointClickCare products in collaboration with Customer Success. Monitor requests for reference and fulfill by matching with applicable referenceable customer in the database or collaborate with Customer Engagement Marketing Managers to solicit via online communities. Collaborate with CSM designate for automation of this program.

Required Experience

• Less than 25% travel to head office, conferences, customer communities
• Strong strategic problem solver with the ability to bring thought leadership and guidance for cross-functional teams
• Strong marketing manager who has proven success in the development of impactful nurture/adoption marketing campaigns to help us collectively lift efforts focused on value and ROI realization with customers.
• Ability to research and implement maturity models to evolve customer engagement and adoption to world class
• This role requires strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit.
• 5+ years of relevant B2B marketing experience in SaaS/Healthcare
• Experience translating insights and data into consumer value and marketing strategy
• Bachelor’s Degree in relevant discipline or equivalent experience
• Ability to prioritize while maintaining urgency, thoughtfulness, and keeping an eye on the KPIs and success metrics for customers and our business

Bonus Experience

• Strong time management, organizational, interpersonal, communications, analytical and problem-solving skills.
• No formal direct reports but leadership/ coaching skills to provide guidance to existing team to integrate adoption and value best practices and apply knowledge/ skills into practice. The ideal candidate will have experience evolving programs to deliver measurable business results.
• Passion for building trust, fostering relationships, and communicating effectively with customers
• Ability to drive a data driven customer adoption strategy that demonstrates year over year growth and brand/revenue influence
• Detail-oriented with the ability to manage cross-functional projects from inception through execution

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.
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.