(Canada) Customer Success Manager, Physician Groups

PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. The Customer Success Manager is responsible for managing client relationships and ensuring they optimize the use of PointClickCare’s solutions, driving engagement at the C-level and supporting the EHR for Practice Groups customer base.

Responsibilities:

• Builds, grows, and expands 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)
• Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions
• Advanced understanding of product, industry, and company and apply a prescriptive approach to relevant value-based customer conversations
• Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals and outcomes
• Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication
• Eliminates barriers to customer advocacy and expansion
• Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes
• Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams
• Work cross functionally with internal teams to maximize expansion, adoption, and retention of tools. Exceptional balance of revenue growth and retention outcomes
• Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals
• Providing 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
• Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships
• Builds and maintains a portfolio of reference accounts
• Demonstrates empathy in all customer dealings
• Consistently demonstrates tact and confidence when engaging in difficult conversations
• Lead strategic Customer Success initiatives
• Onboards and provides mentorship to new team members to the Customer Success Organization
• Effective working with multiple levels of the customer organization
• An excellent communicator/speaker able to quickly gain buy-in
• Flexible when facing tough calls and embraces difficult conversations
• Dedicated to meeting customer and company expectations
• Conveys outcomes and objectives timely via written documentation
• Exceeds all KPI targets, including NRR, while maintaining strong client relationships
• Complete CSM Certification within 12-months of hire

Requirements:

• Experience in a customer-facing role within a Saas/tech company
• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business, primarily focused on top-tier customers
• Proven track record of sustaining and growing complex relationships
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Proficient communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success
• Proven proficiency in data analysis including interpreting and translating results
• Bachelor's degree in a relevant field or equivalent practical experience
• Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style
• Experience using a CRM tool (Salesforce and/or Gainsight)
• Complete CSM Certification within 12-months of hire