Customer Success Manager- Regional Enterprise

Remote, USA

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PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary:Reporting to the Director, Customer Success, the Regional Enterprise 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.  The position is responsible for PointClickCare’s Regional Enterprise customers. This position can work remotely and will travel to various client locations as required.Key Responsibilities:·       Acting as the primary PointClickCare contact for corporate and regional enterprise accounts·       Building, growing, and expanding client relationships at all levels and across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) while achieving overall client success·       Conducting strategic business reviews (Success Reviews) for clients to drive further adoption for assigned accounts through continuous increase in value of PointClickCare EHR solutions·       Developing and executing strategic account plans, identifying organizational goals, and providing guidance to clients to achieve successful and valuable outcomes·       Liaising with internal departments, including Project Management, Data Services, Business Development, Account Services, Product, Marketing, etc., to ensure customer requests are appropriately prioritized and addressed·       Advocating on behalf of corporate accounts with other departments in PointClickCare by developing positive internal working relationships·       Working closely with the Account Executive in identifying and uncovering possible sales opportunities to make our customers successful·       Providing early warning and turn-around strategies re: corporate accounts who are dissatisfied with the service they are receiving·       Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement Required Experience: ·       Senior experience in Healthcare Sales/Account Management/Customer Success Management·       EHR or SaaS background is a definite asset·       Exposure to leading LTC organizations required·       Solid LTPAC domain knowledge·       Strong customer orientation focused on delivering customer needs·       Exceptional relationship builder that leads with integrity·       Outstanding track record of 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·       Post-secondary education required Customer Success Manager Functional/Technical Competencies: Interpersonal Influence:  Knows their way around customer organizations and have a strong presence interacting at the executive level.  Builds close relationships and able to quickly gain buy-in and use relevant facts and figures when possible.  Gets others involved in mutually beneficial decision-making.  Able to handle difficult questions and concerns. Customer Centric:  Able to drive a customer-focused culture.  Understands industry pressures and their impact on customer businesses.  Anticipates and address customer needs, and gathers and shares their feedback within PointClickCare. Consulting Skills:  Develops strong relationships with decision-makers in prospective client organizations and has the ability to speak conversationally.  Compares customer needs with business objectives and fully utilizes business review tools at the master level.  Has the ability to analyze and display data, and takes the initiative to show others how to do things.  Can explain the results of solving versus not solving a problem, and how PointClickCare tools can solve customers’ problems and improve their businesses overall. Organizational Effectiveness:  Able to equip themselves organizationally by staying in the loop on organization culture and policies, building alliances, and by demonstrating a high level of self-awareness.  Work with others to understand internal and issues and know when issues require immediate resolutions.  Get buy-in and support without using authority, by involving others in processes or decision, and by understand their motivations.  Understand all solution options, tailor their own solutions options to their audience, and work with others to see the potential in all alternative decisions.  Strategic Planning:  Gathers and shares customer feedback and owns customer satisfaction.  Drives a customer-focused culture and has a strong understanding of the industry pressures and regulations that impact their businesses. #LI-RemoteIt 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 recruitment@pointclickcare.com should you require any accommodations.
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Job perks/benefits: Startup environment
Job region(s): North America
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