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Director, Customer Success - Strategic/Enterprise



Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, June 7, 2024
For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Reporting to the VP, Customer Success, the Director of Customer Success Strategic/Enterprise will be responsible for our Acute & Payer (A&P) client’s success, value realization and growth across US and Canada. This position will lead, coach and manage a team of Customer Success Managers and serve as a first point of escalation as needed. This team is responsible for supporting our Acute (Provider) customers that are segmented by Enterprise/Strategic. This position will be remote and will manage a team that is remote. We may require travel to client locations and to our Corporate offices in Salt Lake City, Utah and also Toronto, Canada.

Key Responsibilities:

  • Drive customer value and growth:
  • Accountable to our customer's value realization and ROI of PointClickCare's solutions -
  • Drive net revenue retention (NRR) and customer value and health for a specific customer portfolio -
  • Understand the customers’ strategic and organizational goals and develop measurable action plans to help customers achieve set goals, remove barriers, etc.
  • Be our customer's strategic partner and advisor:
  • Helping to build and foster strategic client relationships within market
  • Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders
  • Understanding industry trends and landscape of the territory
  • Cultivating reference sites within the market as well as active participants on the customer Advisory Board
  • Manage and reduce customer churn:
  • Support adoption, increased utilization and growth within the market segment
  • Understanding, measuring, managing and owning churn risk. Provide early warning with strategic and tactical plans to mitigate
  • Driving customer happiness and increasing NPS
  • Managing the success of the team KPIs through use of data/tools
  • Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities
  • Close alignment & partnership with internal stakeholders:
  • Advance internal cross functional relationships to collaborate on achieving organizational goals
  • Support and align with sales to support growth and market expansion initiatives
  • Serve as the primary point of contact for internal strategic plans and execute where needed
  • Team Development & Mentorship:
  • Recruit, coach and develop customer success managers fostering a world class team

Skills and experience we’re looking for:

  • Track record of leading enterprise / SaaS customer success teams
  • Strong background in healthcare - specifically provider and/or health plan facing
  • Health tech background is a plus
  • Experience in roles with accountability over metrics and/or P&L
  • Experience in accountability for Net Revenue Retention and Client Health
  • Understands how to translate product to solution to value helping to support NPS and KLAS scores
  • A strong collaborator who will be able to work with Sales and other leaders to ensure success for the region
  • Strong judgment on when and how to escalate and who to bring in
  • A strategic thinker who can partner with stakeholders on how to approach and drive success in the state
  • A quick study on all things in the market who can grasp the complicated dynamics of our clients
  • A strong people manager that can motivate the team
  • Someone solution oriented that will not just surface problems, but propose solutions and work collaboratively to execute on them
It 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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