Description
Scaled Customer Engagement (SCE) is a small team within Digital Customer Success that delivers one-to-many engagements for PointClickCare customers across all market segments in Senior Care and Acute & Payer.
The Scaled Customer Engagement Manager drives adoption, retention, and value realization for a large customer base through scalable, data-informed, one-to-many programs.
Key Responsibilities:
- Deliver scaled programs end to end: Owns the build and delivery of assigned digital programs using Gainsight Journey Orchestrator and Pendo Orchestrate.
- Use data to target and optimize: Analyzes usage, health, and engagement data to identify trends or red flags.
- Engage customers one-to-many: Helps plan and present digital customer events and creates digital content.
- Collaborate cross-functionally and advocate for customers: Coordinates with CSMs, Marketing, Product, Support, and Sales.
- Continuous improvement: Experiments with new approaches and recommends better practices or tools.
Requirements:
- 3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role
- Experience designing or executing one-to-many programs
- Strong written communication
- Working proficiency with CRM / CS platforms and Excel-based data analysis
- Ability to interpret product usage and engagement data to drive action
- Strong organization and project management
- Excellent presentation skills
Preferred Qualifications:
- Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools
- Experience in healthcare technology, post-acute, senior living, or acute/payer markets
- Experience using AI tools to personalize communications and scale engagement
- Basic HTML/email-builder or design skills
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