Customer Success Executive - Emergency Preparedness and Response

Summary

Join PointClickCare as a Customer Success Executive in the Emergency Preparedness and Response team. You will define strategic program objectives, set priorities, and coordinate cross-program activities. This role involves providing project management support for health IT operations, driving product adoption, and ensuring customer success. Close collaboration with other executives overseeing state PULSE implementations is crucial. You will need to support PULSE customers during nights and weekends for disaster response. This position offers a significant role in transforming healthcare through HIT and working with a team of experts and engineers.

Requirements

• Strong project management skills
• 5-7 years project management experience
• Strong communication and presentation skills
• Base understanding of policy related to health IT preferred, including: Meaningful Use, privacy and security/HIPAA, health information exchange, and electronic health records (EHRs)
• Ability to effectively relate technical concepts to non-technical audience and requirements to technical teams
• Ability to work independently, manage priorities, and maintain high quality of work products with little supervision
• Occasionally requires an adjusted work schedule, and evening/weekend hours to meet deadlines and support customer disaster response

Responsibilities

• Become a subject matter expert in one or more of the products and services provided by PointClickCare to our customers and have a strong understanding of applications and use cases for others
• Collaborate with Market Access, Government Affairs, and external resources (e.g., lobbyists); works to detail the government affairs and policy landscape within the state(s) to identify initiatives and funding sources that align with PCC A&P product value propositions and translates this into actionable, measurable plans
• Build and maintain senior relationships within customers and policy makers across the state(s)
• Actively supports the sales process by cultivating opportunities to increase overall pipeline and drive opportunities to closure as needed to hit company bookings targets
• Drive business growth in the market, as well as product adoption
• Expert ability to effectively communicate, lead and drive program strategy across a matrixed team, including the development and implementation of activities and process improvement strategies that drive internal efficiency and customer success
• Develop reports and presentations targeted at various levels of understanding of health IT, including: legislators, state and federal agencies, providers, payers, and C-suite executives
• Research and understand relevant topics (e.g., electronic health records, health information exchange, data security, disaster response protocols, incident command system, etc.)
• Contribute to special projects as needed, including public health initiatives, product adoption, and user acceptance testing
• Other tasks and duties as assigned

Preferred Qualifications

• Master’s Degree in Public Health, Emergency Management, related Health Sciences, or a clinical degree
• Project Management Professional (PMP) certification
• Healthcare IT, public health, or healthcare industry experience
• Sales and marketing knowledge
• Working knowledge of: healthcare industry, healthcare IT, health information exchange (HIE), electronic medical records (EMR), population health, software development, software architecture
• Working knowledge of: basic disaster preparedness and response principles, policy, and protocols

Benefits

• $131,000 - $145,000 a year
• + bonus
• + benefits