(US) Customer Success Manager - Health Plan (Great Lakes)

PointClickCare is a leading health tech company focused on helping providers deliver exceptional care. The Customer Success Manager for Health Plans is responsible for providing strategic partnerships to clients, ensuring optimal adoption of technology, and maintaining long-term relationships while identifying performance improvement opportunities.

Responsibilities:

• Own strategic partnerships with clients, acting as the primary point of contact
• Proactively identify customer performance improvement opportunities leveraging robust data
• Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration
• Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value
• Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization
• Maintain customer engagement levels and support customer NPS scores
• Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement
• Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
• Support churn reduction, both for organizations and products
• Support revenue expansion and improvement of bookings metrics
• Other criteria as determined by CSM Leadership team

Requirements:

• Prior health plan experience
• Exposure to health care organizations required
• Strong written and verbal communication skills
• Excellent organizational, project management & time management skills
• Strong relationships, teamwork, and collaboration capabilities
• Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
• Post-secondary education required
• Experience with SaaS or EHR is a definite asset
• Strong entrepreneurial spirit is a strong bonus