(US) Sr. Customer Success Manager, Enterprise

Who you are

You have a strong background in customer success management, ideally with 5+ years of experience in enterprise environments. Your ability to build and maintain relationships with clients is exceptional, and you thrive in a role that requires strategic thinking and problem-solving. You understand the importance of optimizing client engagement and are skilled at driving value from solutions. Your experience in business consulting equips you with the insights needed to engage effectively at the C-level, ensuring that clients maximize their investment in PointClickCare’s offerings.

You are a proactive communicator who can articulate complex concepts clearly and effectively. Your collaborative nature allows you to work seamlessly with cross-functional teams, ensuring that client needs are met and exceeded. You are comfortable with remote work and are willing to travel to client locations as needed, demonstrating your commitment to client success. You are adaptable and can navigate the challenges that come with managing multiple client accounts simultaneously.

Desirable

Experience in healthcare technology or similar industries is a plus, as it allows you to understand the unique challenges faced by clients in this space. Familiarity with customer success metrics and tools will enhance your ability to track and report on client engagement and satisfaction. A background in project management can also be beneficial, as it helps you coordinate efforts across teams to deliver exceptional service to clients.

What you'll do

In this role, you will be responsible for managing a portfolio of enterprise clients, ensuring they receive world-class service and support. You will act as a trusted advisor, helping clients understand how to leverage PointClickCare’s solutions to achieve their business objectives. Your focus will be on building long-term relationships that foster loyalty and satisfaction.

You will conduct regular check-ins with clients to assess their needs and gather feedback on their experiences. This will involve analyzing usage data and identifying opportunities for improvement. You will also collaborate with internal teams to address any issues that arise, ensuring that clients receive timely and effective solutions.

Your role will require you to develop and deliver training sessions and workshops for clients, helping them to fully utilize the features and benefits of PointClickCare’s products. You will be instrumental in driving user adoption and engagement, which are critical to the success of both the clients and PointClickCare.

Additionally, you will participate in strategic planning sessions with clients, helping them to align their goals with the capabilities of PointClickCare’s solutions. Your insights will be valuable in shaping the direction of client engagements and ensuring that they derive maximum value from their partnership with PointClickCare.

What we offer

PointClickCare offers a dynamic work environment where you can make a significant impact on client success. You will have the opportunity to work with a talented team dedicated to delivering exceptional service. We provide ongoing training and development opportunities to help you grow in your career. Our culture emphasizes collaboration, innovation, and a commitment to excellence, making it an exciting place to work. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.