Customer Care Launch Manager, Acute & Payer

As a Customer Care Launch Manager at PointClickCare, your key responsibilities include defining deliverables for various post-sales teams, building project plans for new product launches, measuring launch goals, establishing communication strategies, and monitoring implementation to ensure successful outcomes. You’ll play a critical role in driving the launch process and enhancing collaboration among teams.

To qualify as a Customer Care Launch Manager at PointClickCare, you should have experience in SaaS product introductions, particularly in healthcare. Relevant certifications such as Scrum Master Certified (SMC) and Project Management Professional (PMP) are desirable. Excellent communication skills, both written and verbal, along with strong time management and prioritization abilities are essential for success in this role.

The working environment for a Customer Care Launch Manager at PointClickCare is remote, offering flexibility and autonomy. You’ll collaborate with diverse teams across the organization to ensure effective communication and successful product launches, all while managing various projects and navigating a dynamic work atmosphere.

At PointClickCare, the company emphasizes career growth for positions like Customer Care Launch Manager by providing opportunities for professional development, including training, mentorship, and participation in new projects. You'll have the chance to innovate and enhance processes that support the team's success.

As a Customer Care Launch Manager at PointClickCare, you can expect a competitive salary ranging from $94,900 to $102,000, plus bonuses and benefits. The total rewards package is designed to recognize your skills and contributions while ensuring a healthy work-life balance in a supportive remote working environment.

When launching a new healthcare solution, I would start by defining the key deliverables and creating a comprehensive project plan. Collaborating with post-sales teams would be crucial to understand their needs and prepare them for the launch. Measuring success through clear metrics and maintaining open communication with stakeholders would ensure alignment and effective problem resolution throughout the process.

Certainly! In my previous role, I led a product launch that integrated feedback from various stakeholders. I established clear objectives, organized training sessions for the post-sales teams, and employed metrics to track adoption rates. This collaborative effort resulted in a successful market entry that increased customer satisfaction and sustained engagement.

I prefer using tools like Jira and Trello for tracking tasks and timelines, alongside Slack for real-time communication. These tools enable me to manage projects efficiently, ensure team collaboration, and adapt to changing priorities, which is crucial in a fast-paced environment like software commercialization.

Success can be measured in multiple ways, including tracking customer adoption rates, feedback scores, and the time it takes to achieve key performance indicators post-launch. By analyzing these metrics, I can identify areas for continuous improvement and make data-driven decisions for future product introductions.

During a recent launch, we encountered unexpected delays due to integration issues. I convened a cross-functional team to assess the situation and implemented a revised project plan. By streamlining communication and reallocating resources, we managed to launch successfully and even improved future integration processes.

Essential skills for a Customer Care Launch Manager include strong communication, project management expertise, adaptability, and a deep understanding of the healthcare industry. Being detail-oriented and action-oriented, with the ability to motivate teams, is also critical to ensuring successful product launches.

I maintain transparency through regular updates, use structured communication plan templates, and ensure that all stakeholders have access to the necessary information at all times. Weekly status meetings and detailed reports are also part of my strategy to keep everyone aligned and informed during the launch.

A healthcare product's success depends on its ability to solve genuine customer needs, compliance with regulatory requirements, and effective marketing strategies. Gathering and incorporating user feedback pre-launch and post-launch also enhances product positioning and adoption.

Balancing multiple projects requires impeccable time management and prioritization. I use project management software to visualize timelines and dependencies, ensuring that I allocate my focus where it’s needed most while staying agile and ready to pivot when necessary.

I employ various methods, such as surveys, interviews, and focus groups, to gather user feedback. This feedback is critical for assessing product performance and informing future enhancements. Establishing a feedback loop strengthens our commitment to customer success and helps us continuously improve our offerings.