For more than 20 years, PointClickCare has beenthe backbone of senior care. We’ve amassed therichestsenior care dataset making ourmarket density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us onGlassdoorandLinkedIn.

(The territory for this role is Ohio and Pennsylvania, preference given to candidates living in those states)

Reporting to the 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%).

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

Long-term post-acute care domain knowledge is an asset

Experience presenting to and building relationships with executives

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is $98,000 - $110,000 + bonus + benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.

Additional Information

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

PointClickCare

(US) Customer Success Manager - (Ohio/Pennsylvania)