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
- Develop and execute 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
- 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, managing customer expectations and developing 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:
- Owns and delivers joint customer success plans
- Acts as a trusted advisor and business partner
- Leverages PointClickCare's customer success methodology
- Provides early warning and turnaround strategies
- Exceptional relationship builder
- Proven proficiency in data analysis
Benefits:
- Salary: $118,000 - $132,000 per year