PointClickCare – Customer Success Manager (Strategy & Content), 12-Month Contract – Mississauga, Canada

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 Director, Customer Success, the Sr. Customer Success Manager, Digital Customer Engagement will be responsible for the design, implementation, and monitoring of digital customer plays. These plays will provide our customers with experiences that are personalized to where they are in their customer journey. This individual does not carry a book of business; they instead help with design, enablement, content creation, and data analytics related to the customer journey.

·       Build strategy, systems and execution plan, and vision for the most effective ways to communicate key benefits of PointClickCare at the relevant stages of the customers’ lifecycle across channels (e.g., email, virtual events, in-product)

·       Develop and optimize plays/campaigns to drive adoption and retention, with a primary focus on highly targeted, behavior-triggered email campaigns

·       Develop compelling content that is personalized and prescriptive to inspire and engage customers

·       Develop cross-functional relationships with internal go-to-market teams to coordinate and engage on solutions

·       Maintain consistency with the PointClickCare brand, voice, tone, and visual aesthetics throughout the customer journey communications

·       Create, maintain, and update content to stay relevant to customers

·       Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities for improving customer experience and to create highly targeted segments and communication paths – ensuring messages are sent to the right people, at the right time, through the right channel

·       Measure the impact of customer messaging programs, report on findings, optimize and test existing campaigns, and propose new high-impact campaigns

·       Reduce churn, both for organizations (logos) and products through increased product adoption and engagement.

·       Revenue expansion and improvement of bookings metrics by connecting customer challenges to solutions.

·       Ensure a positive customer experience is reflected in the NPS (Net Promoter Scores) scores

·       Maintains an advanced understanding of PointClickCare’s products & services, industry knowledge, and trends to drive customer engagement

·       Other criteria as determined by the Leadership team.

·       Data-driven, and inquisitive, you have a strong technical aptitude for systems and data. Experience specifically with Gainsight, Salesforce, and Power BI would be an asset.

·       Outcome-oriented, always keeping in mind and seeking clarity on goals and key results

·       Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions

·       Strong writing skills – the ability to craft compelling content that sells and inspires action

·       Excellent organizational, project management & time management skills

·       Strong relationships, teamwork, and collaboration capabilities

·       Ability to thrive in ambiguous situations – ask the right questions and seek out the answers

·       Organized and efficient – you take on complex projects and own them from start to finish

·       Prior healthcare sales/account management experience

·       Experience with EHR (Electronic Health Records) is a definite asset

12-month contract for an employee on maternity leave, starting June 15th and ending July 2024.

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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.

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