Provider Customer Success Manager - Acute & Payer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $98,000 - $106,000 a year

Customer Success Managers (CSMs) are responsible for providing world-class strategic partnerships to end clients. This role serves as a trusted advisor, ensuring a deep understanding of the customer's business to provide value-added solutions. The ideal CSM possesses acute domain knowledge and a strong understanding of how Provider Organizations, Hospital Systems, or Health plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus. CSMs ensure optimal adoption of PointClickCare technology, align product capabilities with organizational goals, and maintain long-term strategic relationships.

Responsibilities

• Manage strategic partnerships with clients, serving as the main liaison.
• Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis.
• Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation.
• Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value.
• Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.
• Identify performance improvement opportunities and scale best practices.
• Build and execute long-term account plans.
• Identify training and education needs.
• Reconcile business and product challenges.
• Work with market leadership on market or other relevant initiatives.
• Provide ongoing consultative support.

Requirements & Skills

• 2-5 years of experience in healthcare, preferably within health systems, hospitals, or acute care settings, or relevant industry exposure.
• Must have exposure to healthcare organizations.
• Strong written and verbal communication abilities.
• Excellent organizational, project management, and time management skills.
• Strong relationship-building, teamwork, and collaboration capabilities.
• Strategic thinking accompanied by robust analytical skills and a keen sense of urgency in delivering solutions.
• Experience with CRM tools and strategic thinking with analytical skills.
• Experience with SaaS or EHR is advantageous; entrepreneurial spirit is a strong bonus.
• Clinical delivery or applications experience is a bonus.

Travel

• 25% travel expected.
• Territory is US based, with occasional travel to headquarters in Toronto, Canada.

Company Information

At PointClickCare, base salary is one of the many components that make up our total rewards package.