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.