Program Mananger- Customer Success

Remote, Central 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.
The Role: Position Summary: You will work closely with a Government Buyer or State-level convener to build scalable programs focused on our customers' most strategic goals. The position requires deep understanding of the Acute and Payer markets and how our solutions can help customers achieve their strategic goals. You will work with Government Affairs Sales to message customers about the outcomes they should expect if using the tools properly as part of selling the program. Once sold, you will work with customers to implement the program by assessing their current business process, system configuration, and system utilization. You will then collaborate on changes that will drive their desired outcomes. You will use customer data to monitor performance and coach as required to keep them on track with promised outcomes. You will own one or more Government Affairs programs for customers focused on their strategic goal(s). You will matrix manage a team of implementers and trainers (both internal staff and contracted services) to ensure our customers' people, processes, and tools are aligned to achieve the best possible outcomes. You will be responsible for contributing to the development, scalability, and internal readiness of our Government Affairs team members.
Key Responsibilities: - Working closely and serving as trusted advisor to our Government Affairs Owner, customers, Sales, Customer Success, and Market teams to understand how the program will help customers meet their strategic objectives. - Identifying and refining target operational, clinical and/or financial metrics to measure operational performance and overall health of our customers. - Working closely with the Government Affairs Owner to continually improve the program and resultant outcomes.- Identifying and prioritizing enhancements to products and services to continually improve PointClickCare solutions - Developing a deep understanding of how our customers use our products and services - Providing key insights to our customers' that enable them to achieve their strategic goals - Owning the customers' transformation plan that drives improved employee efficiencies - Becoming the go-to consultant for Sales and Customer Success to help our customers recognize the need for and realize value from the programs - Managing a library of assets which may include items such as spreadsheets, presentation templates, cases examples, and customer stories - Developing deep external partnerships that will allow us to scale or flex capacity as needed
Required Experience: - Bachelor's degree, (i.e. BA or BS). - Demonstrated relevant experience, ideally in Healthcare, Finance, Strategy Consulting, or other analytical roles in a professional services environment - Experience delivering internal or external facing presentations - A self-starter who takes initiative, is creative, has high energy, and would thrive in a very fast paced software company - Demonstrated strong team and leadership skills, team builder - Strong project management skills - Ability to collaborate with cross-functional team - Strong communication skills, both written and verbal.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 recruitment@pointclickcare.com should you require any accommodations.
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Job perks/benefits: Health care Startup environment
Job region(s): North America
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