Job description
Reporting to the VP, Customer Success, the Director of Customer Success will be responsible for our Acute & Payer (A&P) client success, value realization and growth across US and Canada. This position will lead, coach and manage a team of Customer Success Managers and serve as a first point of escalation as needed. This team is responsible for supporting our Acute (Provider) enterprise and strategic customers. This position will be remote and will manage a team that is also remote. We may require travel to client locations and to our corporate offices in Salt Lake City, Utah and Toronto, Ontario, Canada.
Key Responsibilities
- Drive customer value and growth: Accountable to customers value realization and ROI of PointClickCare’s solutions. Drive net revenue retention (NRR) and customer value and health for a specific customer portfolio. Understand customers strategic and organizational goals, and develop measurable action plans to help customers achieve set goals, remove barriers, etc.
- Be customers strategic partner and advisor: Helping to build and foster strategic client relationships within market. Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders. Understanding industry trends and landscape of the territory. Cultivating reference sites within the market as well as active participants on the Customer Advisory Board.
- Manage and reduce customer churn: Support adoption, increased utilization and growth within the market segment. Understanding, measuring, managing and owning churn risk. Provide early warning with strategic and tactical plans to mitigate churn. Driving customer satisfaction and increasing NPS. Managing the success of the team KPIs through use of data/tools. Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities.
- Close alignment & partnership with internal stakeholders: Advance internal cross functional relationships to collaborate on achieving organizational goals. Support and align with sales to support growth and market expansion initiatives. Serve as the primary point of contact for internal strategic plans and execute where needed.
- Team Development & Mentorship: Recruit, coach and develop customer success managers fostering a world class team.
Qualifications & Skills
- Track record of successfully leading enterprise / SaaS customer success teams
- Understanding of the healthcare industry - specifically acute and provider areas
- Health Tech background and experience strongly preferred
- Experience in roles with accountability over metrics and/or P&L
- Experience in accountability for net revenue retention and customer value and health
- Understands how to translate product to solution to value helping to support NPS and KLAS scores
- A strong collaborator who will be able to work with sales, professional services and other leaders to ensure success across the business value stream
- Strong judgment on when and how to escalate
- A strategic thinker who can partner with stakeholders on how to approach and drive success in the state
- A quick study on all things in the market who can grasp the complicated dynamics of our customers
- Strong people manager that can motivate the team
- Solution oriented that will not just surface problems, but propose solutions and work collaboratively to execute on them
$162,000 - $180,000 a year
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $162,000 - $180,000 + bonus + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $162,000 - $180,000 + bonus + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
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