Customer Success Manager

Summary

Join PointClickCare as a Customer Success Manager and contribute to our Digital Customer Success strategy. Reporting to the Director, Customer Success, you will be responsible for providing responsive customer support and acting as a trusted advisor to clients. You will analyze customer engagement, maintain product knowledge, and collaborate with cross-functional teams. This contract role, covering a maternity leave, offers an hourly rate with an additional 4% to compensate for the lack of benefits. The role requires strong communication, organizational, and analytical skills, along with experience in the LTC or EHR industry. The position is a contract role lasting from December 9th, 2024 to September 8th, 2025.

Requirements

• Ability to manage a high-volume portfolio through prioritization, attention to detail and a sense of urgency
• Strong written and verbal communication skills
• Excellent organizational, project management & time management skills
• Strong relationships, teamwork, and collaboration capabilities
• Strategic thinking with strong analytical skills

Responsibilities

• Respond to inbound customer success inquiries, leveraging correspondence via a case management application
• Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve their objectives, leading to full business value for the customer and high retention rates and net promotor scores for PointClickCare
• Prepare a monthly analysis of customer engagement strengths, including progress towards KPI attainment
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
• Coordinate with cross-functional teams to provide solutions
• Reducing product and logo churn through effective risk identification management and mitigation
• Help customers identify how PointClickCare products can solve critical business challenges
• Work closely with customer account team to provide a holistic and strategic approach to help clients meet objectives
• Other criteria as determined by Customer Success Manager Leadership team

Preferred Qualifications

• Experience with SalesForce, Gainsight and NetSuite
• Exposure to LTC (Long Term Care) industry/technology or experience with EHR (Electronic Health Records)