Customer Success Manager, Small Market
Position Summary:Reporting to the Director, Customer Success - Emerging Markets, the Customer Success Manager will be responsible for managing the small market portfolio of our emerging markets segment, providing world-class strategic partnerships to their clients and helping them to optimize the use of PointClickCare solutions. This role will be a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business to be able to provide value add solutions.
Position Location:Position is open to Head Office, Mississauga or Remote USA/CAN candidates.
Key Responsibilities:· Drive and own Strategic partnerships with their clients and act as the primary point of contact for their assigned accounts· Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value· Execute on product utilization to ensure customers achieve a significant return on investment, and help drive the overall customer adoption and success· Maintain customer engagement levels and support customer NPS scores· Maintain an understanding of PointClickCare’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· Reducing churn, both for organizations (logo’s) and products.· Revenue expansion and improvement of bookings metrics.· Other criteria as determined by CSM Leadership team.
Required Experience:· Prior healthcare sales/account management experience· Exposure to LTC 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 EHR is a definite assetIt 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 on request for candidates taking part in all aspects of the selection process.