(US) Customer Success Manager - Great Lakes

About the role

The Customer Success Manager reports to the Director, Customer Success and is responsible for managing and providing world-class partnerships to clients in the Great Lakes region of the United States. This role works remotely and requires travel to various PointClickCare and client locations as needed (25-50%).

Responsibilities

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization.
• Speak to all market segments/lines of business and make recommendations that impact the business holistically.
• Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.
• Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.
• Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions.
• Work with clients to understand their objectives and align those with PCC solutions.
• Consult with clients to solve problems by having value-based conversations.
• Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.
• Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn.
• Demonstrate empathy in all customer dealings.
• Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.
• Flexible when facing tough calls and embrace difficult conversations.
• Convey outcomes and objectives timely via written documentation.
• Meet and exceed KPIs while maintaining strong client relationships.

Required Experience

• You are passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations.
• Experience in a Customer Success role managing a book of business in the healthcare SaaS space.
• Strong customer orientation focused on delivering customer outcomes.
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
• Proven track record of sustaining and growing relationships and delivering results.
• Excellent communication and presentation skills.
• Good analytical and problem-solving skills.
• Strong leadership ability and collaborative working style.
• Experience using a CRM tool (Salesforce and/or Gainsight).

Preferred Experience

• EHR experience.
• Long-term post-acute care domain knowledge is an asset.

Benefits

PointClickCare offers a comprehensive benefits package including:

• 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

It 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 upon request for candidates taking part in all aspects of the selection process.