Senior Customer Success Manager

PointClickCare as a Senior Customer Success Manager, where you will be responsible for managing and optimizing client partnerships, driving engagement at the C-level, and providing strategic guidance to customer executive leadership. You will leverage PointClickCare's customer success methodology, provide early warning and turnaround strategies, and act as a trusted advisor and business partner. The ideal candidate will have a background in business consulting, experience in a customer-facing role within a SaaS/tech company, and a passion for making a meaningful impact in the healthcare industry.

Responsibilities

• Gérer et fournir des partenariats de classe mondiale à leurs clients, en veillant à ce qu'ils optimisent l'utilisation et la valeur des solutions de PointClickCare.
• Posséder et livrer un plan de succès client conjoint, pour aider à construire, à développer et à élargir les relations avec les clients à tous les niveaux.
• Agir en tant que conseiller de confiance et partenaire commercial, en fournissant des conseils stratégiques et un "chemin vers la valeur" à la direction exécutive du client.

Proven track record of sustaining and growing relationships

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts

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 managing a book of business, primarily focused on Enterprise customers
• You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Strong written and oral 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

Preferred

• The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level
• Bachelor’s degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)