Reporting to the VP of Operations, the Senior Customer Success Manager – Life Sciences is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of Life Sciences solutions. The ideal candidate will possess business consulting background, technical knowledge and industry knowledge that enables them to drive an engagement up to the C-level. This position can work remotely and will travel to various client locations as required.
This position is newly created. It's a remote position located in the US or in Canada, with occasional travel between US and Canada (< 25%). Applicants must be eligible to work in the country specified. The ideal candidate brings seasoned experience with Life Sciences and the Long Term Post Acute Care (LTPAC) market.
Key Responsibilities
- Builds, grows, and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization
- Support sales efforts to increase revenue per customer and identify expansion opportunities.
- Build and implement strategies, monitor KPIs, and utilize data to drive customer success and address issues promptly.
- Serve as the primary point of escalation for customer concerns, proactively identifying dissatisfaction and implementing resolutions while preparing regular performance reports.
- Collaborate with internal stakeholders to deliver a seamless customer experience and achieve organizational goals.
Required Experience
- Experience in a customer-facing role within a data/tech company
- Proven success in building and scaling customer success in SaaS.
- Proven proficiency in data analysis including interpreting and translating results.
- Curiosity-driven with a willingness to experiment, learn, and adapt.
Preferred Experience
- Excellent communicator, coach, and relationship builder, committed to delivering results and fostering talent
- Strategic leader focused on process, execution, and hands-on engagement.
- Empathetic approach to team building within responsible business practices.
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $112,000 - $125,000 + 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 Canadian 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.
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What We Do
PointClickCare is the market leader driving the transformation of healthcare vulnerable and complex populations through a broad, connected care network powered by deep insights with a commitment to value, outcomes and innovation. We connect post-acute and acute care settings, people and systems like no other company. Our steadfast commitment to our culture and to providing growth opportunities to our employees is evidenced by recent recognition of PointClickCare as one of Canada’s best-managed companies and most admired corporate cultures.
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