Jobs and Careers
PO
Customer Success Manager - Western US (12 Month Contract)
PointClickCareRemote, USA, United StatesRemotecontractVerifiedPosted 9 Dec 2024
About the role
PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software. At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose. Join us and be part of a team that is making a real impact. To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
(This role works within a western US territory to include So Cal, NV, UT, AZ, CO, and HI)
Reporting to the Director, Customer Success, the 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. This position can work remotely and will travel to various PointClickCare and client locations as required (25-50%). Key Responsibilities:· 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) to achieve overall customer success and satisfaction. · Speak to all market segments/lines of business and make recommendations that impact the business holistically. · Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.· Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.· Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.· Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions. · Work with clients to understand their objectives and align those with PCC solutions.· Consult with clients to solve problems by having value-based conversations.· Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed. · Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.· Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn. · Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.· Demonstrate empathy in all customer dealings. · Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.· Flexible when facing tough calls and embrace difficult conversations. · Convey outcomes and objectives timely via written documentation.· Meet and exceed KPIs while maintaining strong client relationships.
Required Experience: · You are passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations· Experience in a Customer Success role managing a book of business, preferably in the healthcare SaaS space· Strong customer orientation focused on delivering customer outcomes· Exceptional relationship builder that is accustomed to taking initiative in fast-paced en
(This role works within a western US territory to include So Cal, NV, UT, AZ, CO, and HI)
Reporting to the Director, Customer Success, the 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. This position can work remotely and will travel to various PointClickCare and client locations as required (25-50%). Key Responsibilities:· 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) to achieve overall customer success and satisfaction. · Speak to all market segments/lines of business and make recommendations that impact the business holistically. · Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.· Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.· Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.· Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions. · Work with clients to understand their objectives and align those with PCC solutions.· Consult with clients to solve problems by having value-based conversations.· Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed. · Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.· Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn. · Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.· Demonstrate empathy in all customer dealings. · Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.· Flexible when facing tough calls and embrace difficult conversations. · Convey outcomes and objectives timely via written documentation.· Meet and exceed KPIs while maintaining strong client relationships.
Required Experience: · You are passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations· Experience in a Customer Success role managing a book of business, preferably in the healthcare SaaS space· Strong customer orientation focused on delivering customer outcomes· Exceptional relationship builder that is accustomed to taking initiative in fast-paced en
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s