(US) Sr. Customer Success Manager

PointClickCare; United States; Remoto; USD 118.000 - 132.000; Tempo pieno

Descrizione del lavoro

PointClickCare is seeking a Senior Customer Success Manager to manage world-class partnerships and maximize value from our solutions. The role involves engaging at the enterprise level, serving as a trusted advisor, and driving an engagement strategy with C-level executives.

This position can be remote within the United States, with travel to client locations as required. A healthcare SaaS background and strong data analysis skills are highly valued.

Competenze

• Passion for improving care markets and outcomes.
• Experience in a customer-facing SaaS/tech role.
• Experience in healthcare sales/account management with enterprise focus.
• Proven track record of sustaining and growing client relationships.

Mansioni

• Owns and delivers joint customer success plans to grow and expand client relationships.
• Act as Trusted Advisor to executive leadership and internal teams with cross-functional collaboration.
• Leverage prescribed customer success methodologies to anticipate challenges and provide solutions.
• Provide early warning and turnaround strategies to protect health and reduce churn.

Conoscenze

Customer Success

SaaS experience

Healthcare sales

Data analysis

CRM tools

Formazione

Bachelor's degree

Strumenti

Salesforce

Gainsight

Descrizione del lavoro

Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare's solutions. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required.

Key Responsibilities

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.

Minimum Qualifications

• 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 managing a book of business, primarily focused on Enterprise customers.
• Proven track record of sustaining and growing relationships

Preferred Qualifications

• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
• Strong written and oral 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 and experience using a CRM tool (Salesforce and/or Gainsight)

$118,000 - $132,000 a year

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is $118,000 - $132,000 (Exempt)+ bonus + benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.

AtPointClickCare, base salary is one of the many components that make up our total rewards package.The US base salary rangefor this position is $118,000 - $132,000 (Exempt)+ bonus + benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.