For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. 

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:

The Customer Engagement Marketing Team is a function of the Marketing Department and strives to empower our customers with a relevant and valuable digital experience as they interact with our customer online community and nurture programs. We leverage positive customer experiences to influence buyer decisions.

Customer Engagement Marketing Manager at PointClickCare is responsible for planning and executing programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and engagement in Pulse customer online community, as well as serving as the internal promoter for customer engagement within the organization. Working closely with Customer Advocacy Manager and cross-functionally with customer-facing teams to source advocates, assist with production, utilization and amplification of advocacy assets and interactions. Also contributing to measurement and reporting using applicable technology, tools and processes. This role reports to the Director, Customer Engagement Marketing and is primarily focused on Long-Term Post-Acute (LTPAC) markets. This is a permanent full-time role.

Key Responsibilities:

· Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey, including content, tone governance, moderating conversations, commenting on discussions at appropriate thresholds, and promoting/ enforcing rules of engagement with internal cross-functional members (i.e., product leaders, customer success, proserv, etc.) 

· Implement ideas to grow LTPAC online community userbase and drive engagement

· Collaborate with Web Developer(s) to be accountable for the software and other technical aspects on the community (maintenance, upgrades, implementing new features, etc.) 

· Develop a roadmap for technology requirements to support community development, including integrations with customer relationship tools 

· Innovate and implement ideas to grow nurture programs i.e. Customer Mentorship Program and collaborate on customer co-marketing programs and campaigns 

· Liaise with cross-functional customer-facing teams to ensure alignment with goals and priorities

· Interact with LTPAC Sales team to understand the types of advocacy assets and interactions that are required

· Collaborate strategically with cross-functional enablement teams to educate customer-facing functions (e.g. sales, customer success, delivery) about online community and nurture programs available

· Identify and promote the business value of online community customer engagement and advocacy to cross-functional audiences

· Share online community customer response data, measurable results, and actionable insights to assist with demonstrating value and impact

Background/ Experience:

· Online Community administrator / moderator experience with proven customer-centric focus

· Understanding of LTPAC solution offerings, key industries and market segments

· B2B marketing experience

· Customer lifecycle methodology and key processes

· Strong written communication skills, with a focus on ability to engage participants

· Social execution, including appropriate and effective use of supporting technologies

· Strong organizational, prioritization, project management skills

· Analytical abilities, including demonstrating value and impact 

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

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