Senior Customer Success Manager, Enterprise
PointClickCare
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$112,000 - CA$125,000 per year
Job Level
Senior
About the role
- 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.
Requirements
- 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
- 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.
- 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)
Benefits
- bonus
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Applicant Tracking System Keywords
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Hard skills
customer success managementdata analysisrelationship managementbusiness consultingaccount managementsales strategychurn mitigationstrategic guidanceenterprise knowledgeSaaS experience
Soft skills
relationship buildinginitiativecommunication skillspresentation skillscross functional collaborationproblem solvingindependencecustomer advocacytrustworthinessadaptability