Senior Customer Success Manager, Pointclickcare
Senior Living
$115-134k
Plus bonus and equity
Healthcare software for smarter care delivery
Job no longer available
Healthcare software for smarter care delivery
1001+ employees
Job no longer available
$115-134k
Plus bonus and equity
1001+ employees
Company mission
To help providers delivery exceptional care.
Role
Who you are
- The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level
- You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations
- Experience in a customer-facing role within a Saas/tech company
- Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business, primarily focused on top-tier customers
- Proven track record of sustaining and growing complex relationships
- Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
- Proficient communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success
- Proven proficiency in data analysis including interpreting and translating results
- Bachelor’s degree in a relevant field or equivalent practical experience
- Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style
- Experience using a CRM tool (Salesforce and/or Gainsight)
What the job involves
- Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living 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 client locations as required
- Builds, grows, and expands 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)
- Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions
- Advanced understanding of product, industry, and company and apply a prescriptive approach to relevant value-based customer conversations
- Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals and outcomes
- Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication
- Eliminates barriers to customer advocacy and expansion
- Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes
- Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams
- Work cross functionally with internal teams to maximize expansion, adoption, and retention of tools. Exceptional balance of revenue growth and retention outcomes
- Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals
- Providing 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
- Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships
- Builds and maintains a portfolio of reference accounts
- Demonstrates empathy in all customer dealings
- Consistently demonstrates tact and confidence when engaging in difficult conversations
- Lead strategic Customer Success initiatives
- Onboards and provides mentorship to new team members to the Customer Success Organization
- Effective working with multiple levels of the customer organization
- An excellent communicator/speaker able to quickly gain buy-in
- Flexible when facing tough calls and embraces difficult conversations
- Dedicated to meeting customer and company expectations
- Conveys outcomes and objectives timely via written documentation
- Exceeds all KPI targets, including NRR, while maintaining strong client relationships
- Complete CSM Certification within 12-months of hire
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 1997, PointClickCare is now one of the biggest names in care tech and its software is used by over 30,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company HQ
Fashion District, Toronto, ON
Leadership
Dave Wessinger
(Co-Founder, CEO, CTO & President.)Dave co-founded PointClickCare in 1997.
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