高级支付方客户成功经理
Sr. Payer Customer Success Manager
职位描述
PointClickCare 正在寻找一位高级企业客户成功经理，为国内领先的医疗保健组织提供战略建议。该职位负责管理跨医疗系统、医疗计划、医疗责任组织（ACOs）、风险承担实体（RBEs）、供应商网络和基于价值的护理组织的复杂企业关系。
这不是一个传统的客户成功角色。成功的候选人将作为高级医疗领导人的可信赖高管合作伙伴，通过 PointClickCare 解决方案的有效采用和优化，帮助客户实现战略、运营、财务和临床成果。
理想的候选人应具备强大的客户成功经验，同时拥有深厚的医疗领域知识和在高度矩阵化的医疗组织中工作的经验。他们必须能够与高管利益相关者互动，影响战略决策，并在大型企业客户中推动可衡量的价值实现。
有支持基于价值的护理计划、人群健康项目、护理协调策略和支付方-供应商合作模式的经验者优先。了解后急性护理流程、熟练护理设施（SNFs）和护理过渡流程者更佳。
您将负责
• 作为一组企业医疗客户的首要战略顾问。
• 与高管利益相关者建立并维护关系，包括首席执行官、副总裁、人群健康负责人、基于价值的护理高管、临床负责人和运营决策者。
• 制定并执行战略客户计划，以推动客户成果、采用率、留存率、增长和长期合作关系的成功。
• 将 PointClickCare 的能力与客户的业务目标、监管重点、人群健康项目和基于价值的护理计划相匹配。
• 主导以业务成果、投资回报率实现、战略重点、采用表现和组织成功指标为重点的高管业务评审。
• 通过分析客户绩效、使用趋势、工作流程采用率和市场最佳实践，识别运营改进的机会。
• 与销售、产品、营销、专业服务、支持和高管团队紧密合作，推动客户成功并解决复杂的业务挑战。
• 促进供应商、支付方和后急性护理之间的协作
查看英文原文
The Role
PointClickCare is seeking a Senior Enterprise Customer Success Manager to serve as a strategic advisor to some of the nation's leading healthcare organizations. This role is responsible for managing complex enterprise relationships across health systems, health plans, Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), provider networks, and value-based care organizations.
This is not a traditional customer success role. The successful candidate will operate as a trusted executive partner to senior healthcare leaders, helping customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.
The ideal candidate combines strong customer success expertise with deep healthcare domain knowledge and experience navigating highly matrixed healthcare organizations. They must be comfortable engaging executive stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.
Experience supporting value-based care initiatives, population health programs, care coordination strategies, and payer-provider collaboration models is strongly preferred. Knowledge of post-acute care workflows, Skilled Nursing Facilities (SNFs), and transitions of care is highly desirable.
What You'll Do
• Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers.
• Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.
• Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.
• Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.
• Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.
• Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.
• Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.
• Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.
• Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.
• Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.
• Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.
Required Qualifications
• 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles.
• Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations.
• Demonstrated ability to build credibility and influence executive and senior leadership stakeholders.
• Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems.
• Exceptional communication, presentation, relationship-building, and stakeholder management skills.
• Strong project management, organizational, and strategic planning capabilities.
• Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.
• Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.
• Experience using CRM platforms and customer success technologies.
Preferred Qualifications
• Direct experience supporting Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), Clinically Integrated Networks (CINs), Managed Care Organizations, or other value-based care models.
• Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks.
• Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives.
• Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications.
• Clinical operations, healthcare applications, consulting, or implementation experience.
• Experience leading executive-level business reviews and strategic planning sessions.
Why This Role Matters
You will help healthcare organizations transform how care is coordinated across acute, post-acute, payer, and community settings. By partnering with executive healthcare leaders and driving measurable business outcomes, you will play a critical role in advancing value-based care, improving patient outcomes, and maximizing the value customers receive from PointClickCare's industry-leading platform.
Travel
Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings.
Ideal Candidate Profile
The strongest candidates will bring:
• Enterprise Customer Success experience managing complex healthcare accounts.
• Executive presence and comfort engaging C-suite stakeholders.
• Practical experience with ACOs, value-based care, payer-provider collaboration, and population health.
• Strong understanding of healthcare delivery across acute, post-acute, and community settings.
• Experience working with SNFs and post-acute networks as a significant differentiator.
• A consultative mindset with the ability to translate technology capabilities into measurable business outcomes.