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
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, 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 enterprise customer success expertise with deep healthcare domain knowledge, including direct, hands-on provider experience, and a demonstrated ability to navigate highly matrixed healthcare organizations at the executive level. They must be comfortable engaging C-suite stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.
Direct experience working within or alongside health systems, ACOs, or provider risk arrangements is required for this role. Experience supporting value-based care initiatives, population health programs, care coordination strategies, and 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 provider 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, 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, with a strong enterprise/strategic account focus.
- Required: direct experience working with or within health systems, Accountable Care Organizations (ACOs), physician groups, or provider risk arrangements.
- Demonstrated ability to build credibility and influence executive and senior leadership stakeholders, including health system executives and value-based care leadership.
- Strong knowledge of healthcare operations, care delivery, reimbursement models, provider economics, 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), 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, 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, strategic healthcare accounts.
- Executive presence and comfort engaging C-suite stakeholders, especially health system and provider leadership.
- Required provider experience, paired with practical experience in ACOs, value-based care, 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.
#LI-SG1 #LI-Remote
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.