Customer Success Executive, Pointclickcare

• Strong project management skills
• 5-7 years project management experience
• Strong communication and presentation skills
• Base understanding of policy related to health IT preferred, including: Meaningful Use, privacy and security/HIPAA, health information exchange, and electronic health records (EHRs)
• Ability to effectively relate technical concepts to non-technical audience and requirements to technical teams
• Ability to work independently, manage priorities, and maintain high quality of work products with little supervision
• Occasionally requires an adjusted work schedule, and evening/weekend hours to meet deadlines and support customer disaster response

Desirable

• Summary: PointClickCare is seeking a technically savvy and high-energy professional to fill a Customer Success Executive position in our Emergency Preparedness and Response team
• At the direction of the Vice President of East Markets, the Customer Success Executive will define strategic long-term and short-term program objectives, set priorities and milestones for individual projects and team initiatives within the program, and coordinate cross-program activities
• The successful candidate will provide critical, day-to-day project management support of health IT operations and technical infrastructure, as well as drive product adoption and business growth in the market
• The Customer Success Executive will work closely with other Customer Success Executives whose responsibility is to oversee state implementations of the Patient Unified Lookup System for Emergencies (PULSE)
• In this role, the Customer Success Executive will ensure consistency and efficiency across initiatives within the program and work with internal and external partners to ensure optimal customer success
• A critical requirement of this role is the willingness and ability to support PULSE customers during night and weekend hours during disaster response
• The successful applicant will have the opportunity to play a major role in the HIT-enabled transformation of healthcare, where PointClickCare is nationally recognized as a leader for its contribution to innovation, its team of subject matter experts, and experienced engineers
• Become a subject matter expert in one or more of the products and services provided by PointClickCare to our customers and have a strong understanding of applications and use cases for others
• Collaborate with Market Access, Government Affairs, and external resources (e.g. , lobbyists); works to detail the government affairs and policy landscape within the state(s) to identify initiatives and funding sources that align with PCC A&P product value propositions and translates this into actionable, measurable plans
• Build and maintain senior relationships within customers and policy makers across the state(s)
• Actively supports the sales process by cultivating opportunities to increase overall pipeline and drive opportunities to closure as needed to hit company bookings targets
• Drive business growth in the market, as well as product adoption
• Expert ability to effectively communicate, lead and drive program strategy across a matrixed team, including the development and implementation of activities and process improvement strategies that drive internal efficiency and customer success
• Develop reports and presentations targeted at various levels of understanding of health IT, including: legislators, state and federal agencies, providers, payers, and C-suite executives
• Research and understand relevant topics (e.g. , electronic health records, health information exchange, data security, disaster response protocols, incident command system, etc.)
• Contribute to special projects as needed, including public health initiatives, product adoption, and user acceptance testing
• Other tasks and duties as assigned