Act as the primary liaison to and be accountable for the care provider organization's experience end-to-end as measured by renewals and adoption of existing and new features.
Lead the roll-out/ implementation of the GoldCare system and custom projects as measured by care provider organization's outcomes
Provide professional services to GoldCare care provider organizations such as system training and guidance on customizing GoldCare to the care provider's process and specifications
Translate care provider organization and care worker feedback into actionable product enhancements as measured by adoption of new features
Actively engage with care provider organizations and their key decision makers to maintain strong relationships as measured by renewals
Partner with Customer Support on complex situations with high value care provider organizations

10+ years in customer experience (support, services) dealing with complex healthcare customers
Experience as an end-user or administering Healthcare and Information Management Software systems
Healthcare experience in Disability, Community Care, Children's Services, or Long-Term Care is preferred
Capable of turning customer requirements into solution design in partnership with a development team
Excellent interpersonal, written/verbal communication, account relationship building, and customer service skills
Strong organizational and project management skills, with a focus on hitting key milestones and deadlines.
Willingness to travel across North America

Customer Experience Manager

Key skills