(US) Sr. Customer Success Manager, Senior Living

Key Responsibilities:

• Builds, grows, and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite)
• Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions.
• Advanced understanding of product, industry, and company and apply a prescriptive approach to relevant value-based customer conversations.
• Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals and outcomes.
• Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication.
• Eliminates barriers to customer advocacy and expansion.
• Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
• Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams.
• Work cross functionally with internal teams to maximize expansion, adoption, and retention of tools. Exceptional balance of revenue growth and retention outcomes.
• Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals.
• Providing early warning and turnaround strategies that focus on customer health and mitigate churn
• Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.
• Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships.
• Builds and maintains a portfolio of reference accounts
• Demonstrates empathy in all customer dealings.
• Consistently demonstrates tact and confidence when engaging in difficult conversations.
• Lead strategic Customer Success initiatives.
• Onboards and provides mentorship to new team members to the Customer Success Organization.
• Effective working with multiple levels of the customer organization.
• An excellent communicator/speaker able to quickly gain buy-in.
• Flexible when facing tough calls and embraces difficult conversations.
• Dedicated to meeting customer and company expectations.
• Conveys outcomes and objectives timely via written documentation.
• Exceeds all KPI targets, including NRR, while maintaining strong client relationships.
• Complete CSM Certification within 12-months of hire.

Required Experience:

• You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations.
• Experience in a customer-facing role within a Saas/tech company
• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business, primarily focused on top-tier customers.
• Proven track record of sustaining and growing complex relationships.
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
• Proficient communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success.
• Proven proficiency in data analysis including interpreting and translating results.
• Bachelor’s degree in a relevant field or equivalent practical experience
• Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style.
• Experience using a CRM tool (Salesforce and/or Gainsight)