Description
Customer Success Managers are responsible for helping customers achieve their desired outcomes using our products and services. In this role you will be a trusted advisor to a portfolio of Practice Groups and Accountable Care Organizations that serve the LTPAC industry. You own the customer relationship post sales and ensure a smooth transition from initial onboarding, through rollout and ongoing expansion. You also work collaboratively across functional areas within PointClickCare, including Sales, Implementation, Customer Support, and Product Management and help educate and advocate for the needs of this customer segment. This position works remotely and may involve a moderate amount of travel to various client locations or industry events.
Customer Success Managers are responsible for helping customers achieve their desired outcomes using our products and services. In this role you will be a trusted advisor to a portfolio of Practice Groups and Accountable Care Organizations that serve the LTPAC industry. You own the customer relationship post sales and ensure a smooth transition from initial onboarding, through rollout and ongoing expansion. You also work collaboratively across functional areas within PointClickCare, including Sales, Implementation, Customer Support, and Product Management and help educate and advocate for the needs of this customer segment. This position works remotely and may involve a moderate amount of travel to various client locations or industry events.
Primary Responsibilities
Manages a portfolio of Practice Groups and ACOs and ensures their successful utilization of our services.Partners with customers to create a strategic account plan that defines their desired goals and outcomes and outlines a roadmap for the implementation and rollout of services within their organization.Leverages market experience and advanced product knowledge to identify solutions to customers’ challenges. Coordinates across PointClickCare functional teams to ensure customer needs are being met and clears roadblocks for stalled projects as necessary.Represents the “voice of the customer” and advocates for their needs.Consults with product team in prioritizing resolution of customer issues or enhancement requests. Acts as a single point of escalation, when necessary, and manages customer communication and expectations through resolution.Provides early warning for at-risk customers and drives the development of retention plans to mitigate loss.Identifies new expansion opportunities within client portfolio and coordinates with Business Development.Leads business review meetings and status meetings with all levels of client’s leadership team.Helps elevate institutional knowledge of Practice Groups within PointClickCare and collaborates with other PointClickCare functions to create and maintain a knowledgebase.Mentors other Customer Success Managers and staff in adjacent roles.Conducts training and demos as necessary to ensure end-user success.
Qualifications
Possess domain knowledge in Value-based Care or Long-term Post-Acute Care and relevant quality measures and provider workflows.Customer oriented with ability to explain the “why” and advocate for customer’s needs.Comfortable taking initiative and collaborating across functional domains to achieve customer outcomes.Strong executive presence with ability to lead meetings and present to all levels of management.Demonstrated analytical and problem-solving skills.Patient and active listener. Experience using Excel, PowerPoint, CRM, and data analytics tools.Experience with Electronic Health Records and/or care management software preferred.
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