Sr. Customer Experience Manager (US)
About The Position
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of the healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
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
- Bachelors degree in business, mathematics, or the sciences
Nice To Haves
- Understanding of the healthcare industry
- Previous experience working successfully in a SaaS organization
Responsibilities
- Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges.
- Oversee adhoc 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
