Customer Success Manager - Western US (12 Month Contract)

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 environments

·       Proven track record of sustaining and growing relationships and delivering results

·       Excellent communication and presentation skills

·       Good analytical and problem-solving skills

·       Strong leadership ability and collaborative working style

·       Experience using a CRM tool (Salesforce and/or Gainsight)

Preferred Experience:

·       EHR experience

·       Long-term post-acute care domain knowledge is an asset

·       Experience presenting to and building relationships with executives

Contract Terms: 

This role is to cover a maternity leave starting mid January 2025 - January 2026.

Because this is a contract role, we pay hourly. Range equates to 91-100K USD. Benefits, paid vacation not included. We add an additional 4% per hour in lieu of those benefits.

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 recruitment@pointclickcare.com 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: recruitment@pointclickcare.com 

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.