Customer Success Manager ensuring client satisfaction and success at Street Group. Supporting enterprise accounts in the rapidly growing property technology sector.
About the role
- Customer Success Manager managing client partnerships and optimizing healthcare solutions for PointClickCare. Focused on driving engagement and providing strategic guidance within senior living markets.
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.
Requirements
- You are 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.
- Bachelor’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)
Benefits
- Benefits starting from Day 1!
- 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 … and more!
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