Sr. Customer Experience Manager (US)

About the role

The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience.

Responsibilities

• Influences others to adopt a different point of view and anticipates potential objections to mitigate concerns or challenges.
• Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short‑term.
• Oversee ad‑hoc quantitative and qualitative research projects using a variety of research techniques, providing day‑to‑day direction and coaching to internal and external resources.
• Solves complex issues or problems where analysis of situations or data requires an in‑depth evaluation.
• Integrates best practices in a discipline with others and/or applies advanced technical skills.

Requirements

• 7 years hands‑on experience within marketing research defining and implementing CX measurement protocols.
• Demonstrated ability to influence business objectives to improve the customer experience.
• Developed analytic skills with ability to use data to influence others.
• Ability to apply insights to long‑term strategic business issues as well as day‑to‑day business challenges.
• Expertise with Excel, PowerPoint, and Power BI.
• Bachelor’s degree in business, mathematics, or the sciences.

Qualifications

• Understanding of the healthcare industry.
• Previous experience working successfully in a SaaS organization.

Benefits

• Benefits starting from Day 1.
• Retirement plan matching.
• Flexible paid time off.
• Wellness support programs and resources.
• Parental & caregiver leaves.
• Fertility & adoption support.
• Continuous development support program.
• Employee assistance program.
• Allyship and inclusion communities.
• Employee recognition.

Pay

The US base salary range for this position is $113,000 – $126,000 + bonus + benefits, non‑overtime eligible.

Schedule

For remote roles: travel to the Mississauga and/or Salt Lake City office is required for onboarding, team events, semi‑annual and annual team meetings. For hybrid roles: expectation to reside within commutable distance to the office/location specified in the job listing, with weekly/bi‑weekly/monthly in‑office events with your specific team.