Technical Account Manager-Core

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:

Reporting to the Manager,Technical Account Management, the Technical Account Manager is a trusted business adviser that is responsible for providing premier service to customers through PointClickCare's Technical Account Management (TAM) program. Through this program, they are responsible for managing the technical health of their customers through exemplary service delivery, planning and execution. This position can be located remotely or in our Mississauga office.

Key Responsibilities:

· Providing an excellent customer experience for assigned accounts by anticipating, identifying and resolving issues

· Providing answers to customer inquiries and managing a diverse and complex scope of support issues that go beyond help desk questions

· Managing customer incidents/issues through to full resolution

· Ensuring issues and questions identified in preview are addressed to customers’ satisfaction

· Serving as an escalation point for customers during implementation and on high priority support cases

· Execute database refresh and custom data service requests for subscribed customers

· Establishing and maintaining relationships internally with implementation, account management, customer support and product teams and externally with key customer contacts

· Communicating regularly with customers to evaluate satisfaction and proactively identify upcoming needs

· Continually seek opportunities to increase customer satisfaction and deepen customer relationships

· Maintaining CRM and other relevant customer account information

· Developing action plans in collaboration with the Customer Success Manager

· Removing roadblocks toward achieving customer-specific action plans

· Coordinating cross-departmental resources where deemed necessary to remove roadblocks on issues

· Providing customer feedback and potential opportunities to relevant internal groups

· Prioritizing customer requests in conjunction with the Product group

· Travelling to assigned TAM accounts within their portfolio and providing on-site assistance to resolve issues as required

Required Experience:

· Minimum of 3-5 years in a customer-facing role

· Experience dealing with large customers and complex support issues

· Strong customer orientation and service skills

· Proven ability to build rapport, trust and respect with customer contacts

· Ability to handle difficult conversations with tact and effectiveness

· Ability to prioritize issues based on customer needs and internal objectives

· Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure

· Strong project and organizational skills

· Ability to influence, coordinate and interact with multiple parties internally and externally

· Strong written and verbal communication skills

· Strong analytical and problem-solving skills

· Understanding of healthcare industry is an asset

· PointClickCare knowledge beneficial

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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