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.
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Position Summary Reporting to the Director, Customer Success, the Senior Manager, Digital Strategy will be responsible to support the strategy for our customers including Customer Success communications, Digital Customer Engagement, Gainsight strategy, customer engagement and data hygiene. These areas are highly interconnected and are integral to the success of our expanding digital strategy. This is a player-coach role; you will lead a small team and lead/own initiatives.
Position Location: Position is open to Head Office, Mississauga, or Remote USA/CAN candidates.
Key Responsibilities Customer Success Communications
- Define and own Customer Success communications strategy
- Coordinate customer communications with other departments (Sales, Marketing, Support, etc.) with clear roles and responsibilities, and modalities
- Evaluate customer communication requests and determine appropriate owners and modality
- Execute Customer Success customer communications including identifying appropriate modality/technology, writing copy, execution, analyze campaign engagement analytics, and optimization
- Develop compelling content that is personalized by segment/role and prescriptive to inspire and engage customers
- Consult with Marketing to maintain consistency with the PointClickCare brand, voice, tone and visual aesthetics throughout the customer journey communications
- Deep understanding of our customer segmentation and personas for targeting
- Understanding customer NPS (Net Promoter Scores) sentiment related to customer communications and incorporate it back into strategy
Digital Customer Engagement
- Build strategy, systems and execution plan, and vision for the most effective ways to communicate key benefits of PointClickCare at the relevant stages of the customers' lifecycle across channels (e.g., email, virtual events, in-app)
- Develop and optimize plays/campaigns to drive adoption and retention, with a primary focus on highly targeted, behavior-triggered engagements
- Develop cross-functional relationships with internal go to market teams to coordinate and engage on solutions
- Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities for improving customer experience and to create highly targeted segments and communication paths – ensuring messages are sent to the right people, at the right time, through the right channel
- Measure the impact of customer messaging programs, report on findings, optimize and test existing campaigns, and propose new high-impact campaigns
Gainsight Strategy
- Contribute and consult on the strategy for effective use of Gainsight to achieve organizational objectives with guidance from Customer Success leadership
- Map all CSM (Customer Success Manager) user workflows to ensure a positive user experience resulting in increased adoption in support of KPI (Key Performance Indicators) attainment
- Lead Gainsight initiatives to improve optimization, adoption and achieve KPIs
- Leverage a deep understanding of Gainsight features and functionality to ensure we are optimized in our use and ROI
- Analyze data on key Gainsight motions and adoption, and recommend optimizations
- Ensure a positive CSM experience via surveys and eNPS results
Data Hygiene
- Validation of data points owned by Customer Success including:
- Accuracy of data
- Dependencies by other departments on that data
- Running programs for data clean up
- Establishing process for CSM maintenance of that data
- Data governance
- Maintains an advanced understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement
- Other criteria as determined by the Leadership team.
Required Experience
- Data-driven, inquisitive, you have a proven track record with systems and data. Experience specifically with Marketo, Gainsight, Salesforce, excel and Power BI would be an asset.
- Outcome oriented, always keeping in mind and seeking clarity on goals and key results
- Previous experience leading a team
- Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
- Strong writing skills – ability to craft compelling content that sells and inspires action
- Excellent organizational, project management & time management skills
- Strong relationships, teamwork, and collaboration capabilities
- Ability to thrive in ambiguous situations – ask the right questions and seek out the answers
- Organized and efficient – you take on complex projects and own them from start to finish
- Experience with EHR (Electronic Health Records) is a definite asset
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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