Director of Customer Success, Pointclickcare
Strategic/Enterprise
$162-180k
+ Bonus or Commission + Equity
More information about location
Healthcare software for smarter care delivery
Job no longer available
Healthcare software for smarter care delivery
1001+ employees
Job no longer available
$162-180k
+ Bonus or Commission + Equity
More information about location
1001+ employees
Company mission
To help providers delivery exceptional care.
Role
Who you are
- Track record of leading enterprise / SaaS customer success teams
- Strong background in healthcare - specifically provider and/or health plan facing
- Health tech background is a plus
- Experience in roles with accountability over metrics and/or P&L
- Experience in accountability for Net Revenue Retention and Client Health
- Understands how to translate product to solution to value helping to support NPS and KLAS scores
- A strong collaborator who will be able to work with Sales and other leaders to ensure success for the region
- Strong judgment on when and how to escalate and who to bring in
- A strategic thinker who can partner with stakeholders on how to approach and drive success in the state
- A quick study on all things in the market who can grasp the complicated dynamics of our clients
- A strong people manager that can motivate the team
- Someone solution oriented that will not just surface problems, but propose solutions and work collaboratively to execute on them
What the job involves
- Reporting to the VP, Customer Success, the Director of Customer Success Strategic/Enterprise will be responsible for our Acute & Payer (A&P) client’s success, value realization and growth across US and Canada
- This position will lead, coach and manage a team of Customer Success Managers and serve as a first point of escalation as needed
- This team is responsible for supporting our Acute (Provider) customers that are segmented by Enterprise/Strategic
- This position will be remote and will manage a team that is remote
- Drive customer value and growth:
- Accountable to our customer's value realization and ROI of PointClickCare's solutions -
- Drive net revenue retention (NRR) and customer value and health for a specific customer portfolio -
- Understand the customers’ strategic and organizational goals and develop measurable action plans to help customers achieve set goals, remove barriers, etc
- Be our customer's strategic partner and advisor:
- Helping to build and foster strategic client relationships within market
- Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders
- Understanding industry trends and landscape of the territory
- Cultivating reference sites within the market as well as active participants on the customer Advisory Board
- Manage and reduce customer churn:
- Support adoption, increased utilization and growth within the market segment
- Understanding, measuring, managing and owning churn risk. Provide early warning with strategic and tactical plans to mitigate
- Driving customer happiness and increasing NPS
- Managing the success of the team KPIs through use of data/tools
- Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities
- Close alignment & partnership with internal stakeholders:
- Advance internal cross functional relationships to collaborate on achieving organizational goals
- Support and align with sales to support growth and market expansion initiatives
- Serve as the primary point of contact for internal strategic plans and execute where needed
- Team Development & Mentorship:
- Recruit, coach and develop customer success managers fostering a world class team
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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