高级提供方客户成功经理 - 支付方、提供方及协调方
Sr. Provider Customer Success Manager - Payer, Provider & Convener
职位描述：
客户成功经理负责为我们的最终客户提供世界级的战略合作。该职位将作为客户的可信顾问，确保深入了解客户的业务，使我们能够提供增值解决方案。该客户成功经理应具备敏锐的领域知识，以及对提供者组织、医院系统或健康计划的运作方式有深入理解，以促进最佳的客户成功经理-客户合作关系。具有临床交付或应用经验者优先。
客户成功经理确保PointClickCare技术的最优采用，将产品的功能与组织目标对齐，并维护长期的战略关系。在此职位中，您将作为主要联系人，职责包括：识别绩效改进机会并推广最佳实践，制定长期账户计划并执行，识别培训和教育需求，协调业务和产品挑战，与市场领导层合作开展市场或其他相关举措，提供持续的咨询支持。
关键职责：
- 管理与客户的战略合作，作为主要联络人。
- 主动利用全面的数据分析，识别提升客户绩效的机会。
- 促进关联客户的协作，推动成功案例的交流和客户间的合作。
- 作为客户的可靠顾问，促进解决方案的采用，确保与运营目标一致，并实现可衡量的价值。
- 撰写并传达产品使用情况的叙述，向客户展示投资回报率，同时识别进一步采用和价值实现的途径。
资格与技能
• 2-5年医疗行业经验，最好在医疗系统、医院或急性护理环境中，或相关行业经验。
• 必须有接触医疗组织的经验。
• 具备良好的书面和口头沟通能力。
• 展现出优秀的组织、项目管理和时间管理能力。
• 展示出强大的关系建立、团队合作和协作能力。
• 展现出战略思维和扎实的能力。
查看英文原文
The Role:
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 acute domain knowledge as well as a strong understanding of how Provider Organizations, Hospital Systems, or Health plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus.
Customer Success Managers ensure optimal adoption of PointClickCare 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
Key Responsibilities:
· Manage strategic partnerships with clients, serving as the main liaison.
· Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis.
· Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation.
· Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value.
· Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.
Qualifications & Skills
• 2-5 years of experience in healthcare, preferably within health systems, hospitals, or acute care settings, or relevant industry exposure.
• Must have exposure to healthcare organizations.
• Possess strong written and verbal communication abilities.
• Demonstrate excellent organizational, project management, and time management skills
• Exhibit strong relationship-building, teamwork, and collaboration capabilities.
• Display strategic thinking accompanied by robust analytical skills and a keen sense of urgency in delivering solutions.
• Experience with CRM tools and strategic thinking with analytical skills.
• Experience with SaaS or EHR is advantageous; entrepreneurial spirit is a strong bonus.
Travel:
30% travel expected. Territory is Southeastern US based, with occasional travel to headquarters in Toronto, Canada.
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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 $118,000 - $132,000 (Exempt)+ bonus + 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.