(Canada) Customer Success Manager, Physician Groups

PointClickCare•Mississauga, ON

7d•CA$85,000 - CA$95,000•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 Canadaâ€™s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. We uncover AI expertise during hiring and invest in training to nurture innovation. This role supports our EHR for Practice Groups customer base. The Customer Success Manager is responsible for managing and providing world-class partnerships to their clients, ensuring they optimize the use and value of PointClickCareâ€™s solutions. The ideal candidate will possess a business consulting background and enterprise knowledge to drive C-level engagement. This position can work remotely and will travel to various client locations as required.

Requirements

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.
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 senior living/housing managing a book of business, primarily focused on top-tier customers.
Proven track record of sustaining and growing complex relationships.
Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
Proficient 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.
Bachelorâ€™s degree in a relevant field or equivalent practical experience
Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style.
Experience using a CRM tool (Salesforce and/or Gainsight)

Responsibilities

Builds, grows, and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite)
Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions.
Advanced understanding of product, industry, and company and apply a prescriptive approach to relevant value-based customer conversations.
Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals and outcomes.
Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication.
Eliminates barriers to customer advocacy and expansion.
Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams.
Work cross functionally with internal teams to maximize expansion, adoption, and retention of tools. Exceptional balance of revenue growth and retention outcomes.
Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals.
Providing early warning and turnaround strategies that focus on customer health and mitigate churn
Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.
Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships.
Builds and maintains a portfolio of reference accounts
Demonstrates empathy in all customer dealings.
Consistently demonstrates tact and confidence when engaging in difficult conversations.
Lead strategic Customer Success initiatives.
Onboards and provides mentorship to new team members to the Customer Success Organization.
Effective working with multiple levels of the customer organization.
An excellent communicator/speaker able to quickly gain buy-in.
Flexible when facing tough calls and embraces difficult conversations.
Dedicated to meeting customer and company expectations.
Conveys outcomes and objectives timely via written documentation.
Exceeds all KPI targets, including NRR, while maintaining strong client relationships.
Complete CSM Certification within 12-months of hire.