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(Canada) Customer Success Manager - 12 Month Contract
Job Description
Reporting to the Sr. 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%). The territory you'd support is Canadian.
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.
· Complete CSM Certification within 12-months of hire.
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
- Experience and understanding of Long-term Care, Health Authorities, and funding models in the Canadian market
· Experience presenting to and building relationships with executives
Contract Terms:
This role is to cover a maternity leave through March 2027.
