Director, Customer Success
Found in: Talent CA
Description:PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision
- to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Reporting to the Senior Director of Customer Success the Director of Customer Success is responsible for supporting our customers by providing direct leadership to a team of customer success managers along with driving the maturity of the team and the discipline.
This position will work out of the head office in Mississauga or Remote home office and will require travel within the US and Canada as needed.Key
·Driving true value for customers by:oUnderstanding customers strategic and organizational goals and developing measurable action plans to help customers in achieving set goals, removing barriers etc.oHelping to build and foster strategic client relationships within territoryoGathering valuable feedback from clients and market insights for product, marketing, sales and PCC internal stakeholdersoUnderstanding industry trends and landscape of the territoryoPromoting adoption, increased utilization and expanding wallet share within territoryoUnderstanding and helping to minimize churn within territoryoDriving customer happiness within the territory and increasing NPS·Managing the success of the team KPIs through use of data/tools ·Fostering cross functional internal relationships to collaborate on achieving PCC organizational goals·Supporting and aligning with sales efforts to support expanding wallet share and increasing revenue per customer·Serve as primary point of escalation of issues for territory and insuring prioritization and resolution.·Drive change and improve operating and organizational efficiency in Customer Success through the evaluation of tools, processes and talent·Establish strategic partnerships with other departments to provide insight, maximize end-to-end customer experience and help achieve desired outcomes.·Take an analytical approach to understand and continuously improve the performance and efficiency of the Customer Success organization; incorporate intelligence that will help PointClickCare with growth and scale·Frequently interact with senior management across departments and ensure a mutual understanding of Customer Success OKRs and KPIs·Recruiting, coaching and developing customer success managers a fostering a world class team ·
·Bachelor's degree in a business related field·Deep knowledge in healthcare sales/account management experience·Previous experience communicating with the C-Suite·Strong customer orientation focused on delivering customer needs·Exceptional relationship builder that leads with integrity·Outstanding track record of delivering results·Excellent communication and presentation skills·Good analytical and problem-solving skills·Strong leadership ability and collaborative working style·Exemplary team leader committed to fostering and growing talent·Post secondary education required·Experience with EHR and LTC/LTPAC knowledge is a definite assetIt is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.
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