Job description
For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Reporting to the Senior Director of Customer Success the Director of Customer Success Enterprise is responsible for supporting our customers by providing direct leadership to a team of customer success managers along with driving the maturity of the team and the discipline. This position will work out of the head office in Mississauga or Remote home office and will require travel within the US and Canada as needed.
Key Responsibilities:
- Driving true value for customers by:
o Understanding customers strategic and organizational goals and developing measurable action plans to help customers in achieving set goals, removing barriers etc.
o Helping to build and foster strategic client relationships within portfolio
o Gathering valuable feedback from clients and market insights for product, marketing, sales and PCC internal stakeholders
o Understanding industry trends and landscape of the portfolio
o Promoting adoption, increased utilization and expanding wallet share within portfolio
o Understanding and helping to minimize churn within portfolio
o Driving customer happiness within the portfolio and increasing NPS
- Managing the success of the team KPIs through use of data/tools
- Fostering cross functional internal relationships to collaborate on achieving PCC organizational goals
- Supporting and aligning with sales efforts to support expanding wallet share and increasing revenue per customer
- Serve as primary point of escalation of issues for portfolio and ensuring prioritization and resolution
- Drive change and improve operating and organizational efficiency in Customer Success through the evaluation of tools, processes and talent
- Establish strategic partnerships with other departments to provide insight, maximize end-to-end customer experience and help achieve desired outcomes.
- Take an analytical approach to understand and continuously improve the performance and efficiency of the Customer Success organization; incorporate intelligence that will help PointClickCare with growth and scale
- Frequently interact with senior management across departments and ensure a mutual understanding of Customer Success OKRs and KPIs
- Recruiting, coaching and developing customer success managers a fostering a world class team
Required Experience:
- Bachelor's degree in a business related field
- Previous experience with Customer Success in a SaaS environment
- Knowledge in healthcare sales/account management experience
- Previous experience communicating with the C-Suite
- Strong customer orientation focused on delivering customer needs
- Exceptional relationship builder that leads with integrity
- Outstanding track record of delivering results
- Excellent communication and presentation skills
- Good analytical and problem-solving skills
- Strong leadership ability and collaborative working style
- Exemplary team leader committed to fostering and growing talent
- Post secondary education required
- Experience with EHR and LTC/LTPAC knowledge is a definite asset
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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. Please contact recruitment@pointclickcare.com should you require any accommodations.
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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