[Remote] (US) Sr. Customer Success Manager, Senior Living at PointClickCare

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health TechIndustries

Requirements

Business consulting background and enterprise knowledge to drive C-level engagements
Advanced understanding of product, industry, and company to apply prescriptive approaches in value-based customer conversations
Fluid understanding of all market segments and lines of business to contribute to cross-functional initiatives and discussions
Exceptional communication skills and proficiency in PointClickCare Customer Success methodology
Ability to travel 50% to client locations (role is remote with travel requirements)
Reside within commutable distance if hybrid (though listed as remote)

Responsibilities

Builds, grows, and expands client relationships at all levels, identifying and maintaining critical contacts across functional areas (administration, IT, clinical, financial, C-Suite)
Demonstrates understanding of market segments and lines of business by contributing to cross-functional initiatives and discussions
Leverages Customer Success methodology and communication skills to build comprehensive strategies aligning on customer initiatives, goals, and outcomes
Develops joint customer success plans including agreed scope, shared metrics, user engagement, usage sophistication, adoption plans, timelines, and communication
Eliminates barriers to customer advocacy and expansion
Facilitates Executive Business Reviews between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes
Works as a Trusted Advisor to clients

Skills

Customer Success

Account Management

Healthcare IT

SaaS

Senior Living

Long-term Care

Post-acute Care

AI Tools

Stakeholder Management

PointClickCare

Cloud-based EHR solutions for senior care

About PointClickCare

PointClickCare provides cloud-based software solutions specifically designed for the senior care sector, including skilled nursing facilities, senior living communities, and home health agencies. Its main product, Harmony, is an integrated care coordination platform that helps manage patient transitions from hospitals to post-acute care facilities. Harmony allows healthcare providers to exchange clinical data, which improves care coordination and patient outcomes by offering real-time insights and analytics. Unlike many competitors, PointClickCare's platform integrates with other healthcare systems, enhancing data exchange and interoperability. The company's goal is to improve operational efficiency and quality of care for senior care providers through its subscription-based model, which also includes training, support, and consulting services.

Mississauga, CanadaHeadquarters

2000Year Founded

$220MTotal Funding

GRANTCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Competitive financial rewards & equity potential

Comprehensive benefits available from day 1

Midweek mingles with free lunch

Wellness spending account

Retirement savings plan with employer match

Flexible PTO

Hybrid work models

Parental leave

Family planning support

Training & development programs

Corporate discounts program

Summer half-day Fridays

Health & wellness programs

Risks

Integration with Angel Care Medical may face inventory and billing challenges.

Real-time lab result integration with Sensiva Health raises data privacy concerns.

California network expansion may lead to increased regulatory scrutiny and compliance needs.

Differentiation

PointClickCare offers a comprehensive EHR platform for post-acute care providers.

Harmony platform improves patient transitions between acute and post-acute care facilities.

Largest post-acute care data cloud provides real-time insights for informed decision-making.

Upsides

Partnership with Kno2 enhances nationwide data exchange and interoperability.

Integration with FeelBetter optimizes workflows and increases efficiencies in medication management.

Mealtime Solutions streamlines dietary management, improving resident satisfaction and efficiency.

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