The Role:

Customer Success Managers are responsible for providing world-class strategic partnerships to our end clients. This role will serve as a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business enabling us to provide value added solutions. This CSM should possess acute domain knowledge as well as a strong understanding of how Provider Organizations, Hospital Systems, or Health plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus.

Customer Success Managers ensure optimal adoption of PointClickCare technology, align our product’s capabilities with organizational goals, and maintain long term strategic relationships. In this role you serve as the primary point of contact with responsibilities that include: identification of performance improvement opportunities and scaling out best practices, building long-term account plans and execution, identification of training + education needs, reconciling business and product challenges, working with the market leadership on market or other relevant initiatives, providing ongoing consultative support.

Key Responsibilities:

Manage strategic partnerships with clients, serving as the main liaison.
Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis.
Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation.
Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value.
Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.

Qualifications & Skills

2-5 years of experience in healthcare, preferably within health systems, hospitals, or acute care settings, or relevant industry exposure.
Must have exposure to healthcare organizations.
Possess strong written and verbal communication abilities.
Demonstrate excellent organizational, project management, and time management skills.
Exhibit strong relationship-building, teamwork, and collaboration capabilities.
Display strategic thinking accompanied by robust analytical skills and a keen sense of urgency in delivering solutions.
Experience with CRM tools and strategic thinking with analytical skills.
Experience with SaaS or EHR is advantageous; entrepreneurial spirit is a strong bonus.

Travel:

25% travel expected. Territory is US based, with occasional travel to headquarters in Toronto, Canada.