(US) Customer Success Manager - Northeast (9 Month Contract)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

 

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

 

Join us and be part of a team that is making a real impact.

 

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

·     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.

 

Contract Terms: 

This role is to cover a maternity leave from April 1st, 2025 - January 15th, 2026