Vice President, Customer Support (US)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

About the Team:

Reporting to the SVP, Customer Care, the Vice President will lead the strategic direction and execution of Customer Support at PointClickCare.

The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels.

This VP is responsible for leading a team that will manage all aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience. 

About the Role:

The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses ever changing needs of our customer base across both technical and functional questions.  

The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving the higher Customer Satisfaction at every interaction

The VP of Support will need to be a leader of leaders and able to motivate the bring the best out of individuals and teams alike.

• Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth.
• Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services
• Display leadership skills to inspire and motivate staff to provide world class experience at all times
• Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success
• Develop and track Customer Support KPIs, and use data to influence and drive visible results
•  Drive utilization and optimization of technology and execute on sound business plans for investment in technology
• Establish operational infrastructure to lead initiatives to ensure high CSAT and goals
• Play a critical role in developing a geographically remote support team

• 10+ years leading B2B/B2C support organizations with 100+ support analysts
• Experience in fast paced rapidly growing and changing SaaS based organizations
• Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
• Background in overseeing training programs for development of IC andmanagers
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
• Proven track record of driving operational improvements and end to end customer experience
• Experience directly hiring and managing a geographical distributed team
• Proven track record of managing SLA’s and customer Centric metrics
• Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility

• Understanding of the Health Care sector
• Worked in Organizations 500M+ in revenue
• Led implementation of AI driven tools and processes

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PointClickCare Benefits & Perks:

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resources

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more!

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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