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Hybrid Senior Customer Success Manager, Senior Living

at PointClickCare
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Posted last week

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About the role

  • 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!

Job title

Senior Customer Success Manager, Senior Living

Job type

Full Time

Experience level

Senior

Salary

$118,000 - $132,000 per year

Degree requirement

Bachelor's Degree

Location requirements

HybridUnited States

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