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

PointClickCare

29d•$95,400 - $106,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower our employees to innovate and shape the future of healthcare. With a vast dataset and a Marketplace of integrated partners, our platform serves numerous provider organizations, making a real difference in millions of lives. We reinvest significantly in research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be architects of a smarter, human-first healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. This role is for a Health Plan Customer Success Manager responsible for providing world-class strategic partnerships to our end clients. The role serves as a trusted advisor, ensuring a deep understanding of the customer's business to provide value-added solutions. The ideal candidate possesses Health Plan domain knowledge and a strong understanding of Health Plan operations to facilitate an optimal customer partnership. Clinical delivery or applications experience is a bonus. Customer Success Managers for Health Plan ensure optimal adoption of Collective Medical’s technology, align our product’s capabilities with organizational goals, and maintain long-term strategic relationships. This role serves as the primary point of contact with responsibilities including identification of performance improvement opportunities and scaling best practices, building long-term account plans and execution, identifying training and education needs, reconciling business and product challenges, working with market leadership on initiatives, and providing ongoing consultative support.

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

Nice To Haves

Clinical delivery or applications experience is a bonus
Experience with SaaS or EHR is a definite asset
Strong entrepreneurial spirit is a strong bonus

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