PointClickCare
health tech
(US)CustomerSuccessManagerGreatLakes
“(US) Customer Success Manager - Great Lakes at PointClickCare. Skills: Customer Success Management, Client Relationship Management, Strategic Account Planning, Healthcare SaaS. managing and providing world-class partnerships to their clients. ensuring they are optimizing the use and value of PointClickCare’s solutions”
What You'll Achieve.
achieve overall customer success and satisfaction; meet customer goals; drive customer engagement; achieve successful and valuable outcomes; drive further adoption and increase value of PointClickCare solutions; maximize expansion, adoption, and retention of subscriptions; make our customers successful; ensure their requests are prioritized and addressed; make our customers successful; mitigate churn; Meet and exceed KPIs
Industry & Context.
Good analytical and problem-solving skills; Consult with clients to solve problems by having value-based conversations; 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
Travel to and from the Mississauga and/or Salt Lake City office for in-office events (onboarding, team events, semi-annual and annual team meetings), Travel to various PointClickCare and client locations as required (25-50%)
What They're Looking For.
Must Have
Experience in a Customer Success role managing a book of business in the healthcare SaaS space, 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, leadership ability and collaborative working style, Experience using a CRM tool (Salesforce and/or Gainsight)
Nice to Have
EHR experience, Long-term post-acute care domain knowledge is an asset, Experience presenting to and building relationships with executives
What You'll Do.
managing and providing world-class partnerships to their clients
ensuring they are optimizing the use and value of PointClickCare’s solutions
and expand client relationships at all levels
identifying and maintaining critical contacts across various functional areas of the organization
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
and retention of subscriptions
Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities
Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn
Act as a point of escalation
to help manage customer expectations
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 client relationships
Complete CSM Certification within 12-months of hire
How You'll Work.
Team & Collaboration
working with teammates and customers; Work cross functionally with internal teams to advocate on behalf of customers; Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities; Communicate effectively to quickly gain buy-in from internal and/or external stakeholders
Communication Scope
Excellent communication and presentation skills; Communicate effectively to quickly gain buy-in from internal and/or external stakeholders; Convey outcomes and objectives timely via written documentation
Process & Methodology
Develop and execute strategic account plans (Success Plans)
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