(US) Customer Success Manager - Health Plan - 12 Month Contract

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.

Health Plan Customer Success Managers are responsible for providing world-class strategic partnerships to our end clients. This role will serve as a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business enabling us to provide value added solutions. This CSM should possess Health Plan domain knowledge as well as a strong understanding of how Health Plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus.

Customer Success Managers for Health Plan ensure optimal adoption of Collective Medical’s technology, align our product’s capabilities with organizational goals, and maintain long term strategic relationships. In this role you serve as the primary point of contact with responsibilities that include:

·       Identification of performance improvement opportunities and scaling out best practices,

·       building long-term account plans and execution,

·       Identification of training + education needs,

·       reconciling business and product challenges,

·       working with the market leadership on market or other relevant initiatives,

·       providing ongoing consultative support

• Own strategic partnerships with clients, acting as the primary point of contact
• Proactively identify customer performance improvement opportunities leveraging robust data
• Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration 
• Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value 
• Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization
• Maintain customer engagement levels and support customer NPS scores
• Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement
• Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
• Support churn reduction, both for organizations and products
• Support revenue expansion and improvement of bookings metrics
• Other criteria as determined by CSM Leadership team

• Prior health plan experience
• Exposure to health care organizations required
• Strong written and verbal communication skills
• Excellent organizational, project management & time management skills
• Strong relationships, teamwork, and collaboration capabilities
• Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
• Post-secondary education required
• Experience with SaaS or EHR is a definite asset
• Strong entrepreneurial spirit is a strong bonus

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 recruitment@pointclickcare.com should you require any accommodations.

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