Senior Manager, Digital Strategy

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 Senior Manager, Digital Strategy will be responsible to support the strategy for our customers including Customer Success communications, Digital Customer Engagement, Gainsight strategy, customer engagement and data hygiene. These areas are highly interconnected and are integral to the success of our expanding digital strategy. This is a player-coach role; you will lead a small team and lead/own initiatives.
Position Location:
Position is open to Head Office, Mississauga, or Remote USA/CAN candidates.
Key Responsibilities
Customer Success Communications

• Evaluate customer communication requests and determine appropriate owners and modality
• Define and own Customer Success communications strategy
• Coordinate customer communications with other departments (Sales, Marketing, Support, etc.) with clear roles and responsibilities, and modalities
• Consult with Marketing to maintain consistency with the PointClickCare brand, voice, tone and visual aesthetics throughout the customer journey communications
• Execute Customer Success customer communications including identifying appropriate modality/technology, writing copy, execution, analyze campaign engagement analytics, and optimization
• Develop compelling content that is personalized by segment/role and prescriptive to inspire and engage customers
• Deep understanding of our customer segmentation and personas for targeting
• Understanding customer NPS (Net Promoter Scores) sentiment related to customer communications and incorporate it back into strategy

Digital Customer Engagement

• Develop and optimize plays/campaigns to drive adoption and retention, with a primary focus on highly targeted, behavior-triggered engagements
• Develop cross-functional relationships with internal go to market teams to coordinate and engage on solutions
• Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities for improving customer experience and to create highly targeted segments and communication paths - ensuring messages are sent to the right people, at the right time, through the right channel
• Build strategy, systems and execution plan, and vision for the most effective ways to communicate key benefits of PointClickCare at the relevant stages of the customers' lifecycle across channels (e.g., email, virtual events, in-app)
• Measure the impact of customer messaging programs, report on findings, optimize and test existing campaigns, and propose new high-impact campaigns

Gainsight Strategy

• Ensure a positive CSM experience via surveys and eNPS results
• Contribute and consult on the strategy for effective use of Gainsight to achieve organizational objectives with guidance from Customer Success leadership
• Analyze data on key Gainsight motions and adoption, and recommend optimizations
• Map all CSM (Customer Success Manager) user workflows to ensure a positive user experience resulting in increased adoption in support of KPI (Key Performance Indicators) attainment
• Leverage a deep understanding of Gainsight features and functionality to ensure we are optimized in our use and ROI
• Lead Gainsight initiatives to improve optimization, adoption and achieve KPIs

Data Hygiene

• Validation of data points owned by Customer Success including:
• Maintains an advanced understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
• Accuracy of data
• Dependencies by other departments on that data
• Other criteria as determined by the Leadership team.
• Data governance
• Establishing process for CSM maintenance of that data
• Running programs for data clean up

Required Experience

• Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
• Data-driven, inquisitive, you have a proven track record with systems and data. Experience specifically with Marketo, Gainsight, Salesforce, excel and Power BI would be an asset.
• Experience with EHR (Electronic Health Records) is a definite asset
• Excellent organizational, project management & time management skills
• Organized and efficient - you take on complex projects and own them from start to finish
• Outcome oriented, always keeping in mind and seeking clarity on goals and key results
• Ability to thrive in ambiguous situations - ask the right questions and seek out the answers
• Strong writing skills - ability to craft compelling content that sells and inspires action
• Strong relationships, teamwork, and collaboration capabilities
• Previous experience leading a team

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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