PointClickCare

Customer Success Manager

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction.
• Speak to all market segments/lines of business and make recommendations that impact the business holistically.
• Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.
• Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.
• Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions.
• Work with clients to understand their objectives and align those with PCC solutions.
• Consult with clients to solve problems by having value-based conversations.
• Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.
• Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.
• Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn.
• Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.
• Demonstrate empathy in all customer dealings.
• Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.
• Flexible when facing tough calls and embrace difficult conversations.
• Convey outcomes and objectives timely via written documentation.
• Meet and exceed KPIs while maintaining strong client relationships.
• Complete CSM Certification within 12-months of hire.

Customer Success Manager – Great Lakes

Solutions Engineer

• Principal implementation liaison on the project team translating and documenting customer expectations, business processes and goals to ensure implementation success
• Lead a detailed business discovery and develop recommendations to execute a delivery approach that will drive outcomes and value
• Translate technical requirements and execute system configuration setup (more complex than entry)
• Establish and maintain strong successful customer relationships by utilizing excellent communication and collaboration skills
• Act as a trusted advisor to the customer, build strong partnerships to develop implementation approaches that consider the impact to a customer’s business and daily workflows
• Partner with internal stakeholders, including configuration and training specialists, to create and execute implementation plans that are on-time and with the highest quality to support customer satisfaction
• In collaboration with the project team, proactively anticipate, identify, and communicate issues, risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation
• Lead, influence, advise and support customer change management strategies, including the plans for user readiness and acceptance.
• Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes
• When needed, travel to customer on-site locations to lead and direct meetings and presentations

Software Implementation Consultant II – Financial

Account Executive

• Reporting to the Director, Pharmacy Sales, the Pharmacy Account Executive is responsible for selling to key accounts in the designated Sales Region to meet sales goals in that territory.
• As an Account Executive, Revenue Growth you are responsible for identifying and closing sales opportunities within our existing network of customers as well as prospective targeted accounts.
• Your primary focus will be to introduce our current customers and prospects to new products and services along with strengthening our relationships with our customers.
• You’ll also identify and proactively engage in business and sales opportunities to achieve identified objectives.
• Territory: Northeast US and Canadian Accounts

Pharmacy Account Executive – Revenue Growth, Northeast & Canada

Product Manager

• Own product strategy, roadmap, and execution for your portion of the Senior Living products.
• Become the product expert for your areas of responsibility, including product functionality and how the product creates value for the customer and user.
• Serve as the voice of the customer to a scrum team inclusive of engineering and UX, partnering with engineering leads to manage ceremonies associated with product delivery.
• Maintain a prioritized backlog and write user stories, acceptance criteria, and other artifacts to support engineering teams in delivering on product priorities.
• Collaborate cross-functionally with design, engineering, customer success, and clinical stakeholders on how to improve.
• Identify, communicate, and bring the right people together to manage risks timely and effectively.
• Manage products through the full development lifecycle, from discovery and strategy through delivery and iteration.

Product Manager – Integrated Care

Marketing

• Work Across a dynamic ecosystem of stakeholders to develop, execute and maintain large high-impact multi-touch campaigns inclusive of events, that inspire consumers and drive engagement
• Own agency of record strategy for the business unit inclusive of campaign strategy, appropriate channel mix, budget management, analyzing campaign performance and ensuring effective communication between PointClickCare and the agency.
• Subject matter expert in industry leveraging customer insights to produce audience-centric derivative content
• Lead customer journey seeking out ways to utilize marketing automation to improve processes and gain visibility into lead quality
• Research and refine new marketing approaches to reach and engage key audiences
• Regularly dive deep into data reports and dashboard to monitor campaign results and drive strategic decision making to optimize
• Manage multiple projects and balancing contending priorities in a rapidly changing environment
• Provide clear, consistent, and frequent communication with executive level stakeholders inclusive of marketing strategy, goals, and performance of campaigns.
• Lead the development of comprehensive account-based marketing strategies aligned to be executed across the Marketing Managers.
• Act as team lead by supporting with training or coaching to enhance their skills and grow in their roles.
• Anticipated travel 10%

Senior Marketing Manager, 1 Year Contract

Project Manager

• Completing tasks related to project activities such as project creation, generic resourcing and project budget updates.
• Utilization of Kantata and Salesforce
• Maintain communication portals – MS Teams, mailbox, calendar.
• Investigating incomplete, inaccurate deliverables and consulting management for resolution of the discrepancies
• Support in data cleansing process to ensure that all discrepancies in the database are accurate.
• Support the Project Managers through project life cycle.
• Reviewing Monthly Audits for Quality Compliance

Project Coordinator – 6 Month Contract

Senior Marketing Manager – 1 Year Contract

• Coordinating activities related to project creation, data cleansing & investigation
• Working with multiple department teams through the entire project lifecycle
• Supporting the implementation of new tools, policies, and processes
• Reporting directly to the Sr. Resource Manager

Project Coordinator – Contractor

• Act as the primary client liaison to lead the implementation of projects
• Support multi-year enterprise transformation programs and/or individual projects
• Ensure alignment with transformation strategy and portfolio-level objectives
• Manage both standalone projects and workstreams embedded within larger transformation programs
• Collaborate with Program Directors, Business stakeholders, OCM partners, and Enterprise Architecture teams
• Manage the project budget, scope, team resources, communications, and project plans
• Proactively integrate Change Management into project planning
• Organize, lead, facilitate meetings with clear objectives
• Report and communicate to executive sponsors and stakeholders
• Leverage data-driven metrics and AI-enabled insights

Senior Project Manager, 6 Month Contract

Full-stack Engineer

• Identify, prioritize and execute tasks in the software development life cycle
• Work with partners to iterate over software requirements
• Develop tools and applications by producing clean, efficient, and testable code
• Automate tasks through appropriate tools and scripting
• Analyze and debug systems
• Perform validation and verification testing
• Review the work of others and collaborate with others to review your own

Software Engineer

Revenue Operations

• Partner with Revenue Operations, GTM Transformation, and Enablement leadership to translate strategic initiatives into scalable enablement programs that support the evolving business.
• Own the development and delivery of strategic enablement content, workshops, and blueprint sessions that support key business initiatives.
• Lead change sequencing, rollout planning, and enablement release management to ensure smooth execution of strategic initiatives.
• Act as a connective leader across Sales, Customer Success, Professional Services, Revenue Operations, and Systems teams, driving alignment between strategy, process, tools, and frontline execution.
• Design and implement scalable, 1-to-many enablement programs that support seller ramp-up and ongoing readiness.

Revenue Operations Enablement Transformation Manager

Manager

• Act as the primary internal liaison to lead the launch of new products within Professional Services and Customer Support.
• Mobilize cross-functional efforts to define implementation and support strategies.
• Develop tools and execute programs that drive the launch of world-class products to customers.
• Manage the launch through early access pilots to commercial availability.
• Leverage SaaS new product introduction experience and project management skills.

Customer Operation Launch Manager

• Act as the primary internal liaison to lead the launch of new products within Professional Services and Customer Support.
• Mobilize cross-functional efforts, defining implementation and support strategies, developing tools and executing programs that will drive the launch of world class products to its customers.
• Manage multiple market ready health care solutions and services launch projects simultaneously.
• Manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer operations organization, customer time-to-value, and company time to revenue.
• Leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships.

• Principal implementation liaison on the project team documenting customer requirements, translating technical requirements into configuration setup, business processes and goals
• Lead a detailed business discovery developing recommendations to execute a delivery approach that will drive outcomes and deliver value
• Translate technical requirements and execute system configuration setup
• Ensure data quality, integrity, and security requirements for all customer databases
• Assess and validate the implementation plan and manage communication among project stakeholders
• Troubleshoot and resolve configuration issues with great attention to detail
• Update and maintain training databases to incorporate new product releases, enhancements, and leading practices
• Identify and suggest configuration improvements to drive efficiency and enhanced customer outcomes
• Establish and maintain stakeholder relationships by utilizing excellent communication and collaboration skills
• In collaboration with the project team, proactively anticipate, identify, and communicate issues, risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation
• Lead, influence, advise and support customer change management strategies, including the plans for user readiness and acceptance.
• Test, pilot, and document new professional services offerings
• Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes
• When needed, travel to customer on-site locations to lead and direct meetings and presentations

Customer Success Manager – Great Lakes

Software Implementation Consultant II – Financial

Pharmacy Account Executive – Revenue Growth, Northeast & Canada

Product Manager – Integrated Care

Senior Marketing Manager, 1 Year Contract

Project Coordinator – 6 Month Contract

Senior Marketing Manager – 1 Year Contract

Project Coordinator – Contractor

Senior Project Manager, 6 Month Contract

Software Engineer

Revenue Operations Enablement Transformation Manager

Revenue Operations Enablement Transformation Manager

Customer Operation Launch Manager

Customer Operation Launch Manager

Software Implementation Consultant – Clinical