Description
The Senior Customer Success Manager is responsible for managing and providing world-class partnerships to clients, ensuring they optimize the use and value of PointClickCare's solutions.
The ideal candidate will possess a business consulting background and enterprise knowledge, enabling them to drive engagements at the C-level.
Responsibilities:
- Manage and provide world-class partnerships to clients
- Ensure clients are optimizing the use and value of PointClickCare's solutions
- Own and deliver joint customer success plans to build, grow, and expand client relationships
- Act as a Trusted Advisor and Business Partner, providing strategic guidance and a 'path to value' to customers
- Leverage PointClickCare's customer success methodology to anticipate customer challenges and meet them with solutions
- Provide early warning and turnaround strategies to focus on customer health and churn mitigation
- Act as a point of escalation, helping to manage customer expectations and develop save plans for at-risk accounts
Requirements:
- Experience in a customer-facing role within a SaaS/tech company
- Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis on managing a book of business, primarily focused on Enterprise customers
- Proven track record of sustaining and growing relationships
- Bachelor's degree in a relevant field or equivalent practical experience
- Experience using a CRM tool (Salesforce and/or Gainsight)
- Strong written and oral communication and presentation skills
- Ability to work independently in a remote environment
Preferred Qualifications:
- Proven proficiency in data analysis, including interpreting and translating results
- Exceptional relationship-building skills
Benefits:
- Salary: $112,000 - $125,000 per year