Customer Success Manager, Digital Inbound (9 Month Contract)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software. At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose. Join us and be part of a team that is making a real impact. To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. Position Summary: Reporting to the Director, Customer Success, the Customer Success Manager will be responsible for providing responsive customer success as part of our Digital Customer Success strategy. Our Digital Customer Success Managers work as a team to help clients achieve their desired outcomes, while ensuring a positive experience with PointClickCare.

Key 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.

Required Experience

• Ability to manage a high-volume portfolio through prioritization, attention to detail and a sense of urgency.
• Experience with SalesForce, Gainsight and NetSuite an asset
• Exposure to LTC (Long Term Care) industry/technology or experience with EHR (Electronic Health Records)
• 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

$45 - $48 an hour This is a contract role, paid hourly, that does not include benefits or paid time off. There will be a 4% addition to your hourly rate to compensate you for those benefits you are not receiving during this time. This is a contract role to cover a maternity leave from December 9th, 2024 to September 8th, 2025. #LI-DNI 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 [email protected] should you require any accommodations. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.