Customer Success Executive

PointClickCare is seeking a technically savvy and high-energy professional to fill a Customer Success Executive position in our Emergency Preparedness and Response team. At the direction of the Vice President of East Markets, the Customer Success Executive will define strategic long-term and short-term program objectives, set priorities and milestones for individual projects and team initiatives within the program, and coordinate cross-program activities. The successful candidate will provide critical, day-to-day project management support of health IT operations and technical infrastructure, as well as drive product adoption and business growth in the market.

The Customer Success Executive will work closely with other Customer Success Executives whose responsibility is to oversee state implementations of the Patient Unified Lookup System for Emergencies (PULSE). In this role, the Customer Success Executive will ensure consistency and efficiency across initiatives within the program and work with internal and external partners to ensure optimal customer success. A critical requirement of this role is the willingness and ability to support PULSE customers during night and weekend hours during disaster response.

The successful applicant will have the opportunity to play a major role in the HIT-enabled transformation of healthcare, where PointClickCare is nationally recognized as a leader for its contribution to innovation, its team of subject matter experts, and experienced engineers.

Key Responsibilities

• Become a subject matter expert in one or more of the products and services provided by PointClickCare to our customers and have a strong understanding of applications and use cases for others
• Collaborate with Market Access, Government Affairs, and external resources (e.g., lobbyists); works to detail the government affairs and policy landscape within the state(s) to identify initiatives and funding sources that align with PCC A&P product value propositions and translates this into actionable, measurable plans
• Build and maintain senior relationships within customers and policy makers across the state(s)
• Actively supports the sales process by cultivating opportunities to increase overall pipeline and drive opportunities to closure as needed to hit company bookings targets
• Drive business growth in the market, as well as product adoption
• Expert ability to effectively communicate, lead and drive program strategy across a matrixed team, including the development and implementation of activities and process improvement strategies that drive internal efficiency and customer success
• Develop reports and presentations targeted at various levels of understanding of health IT, including: legislators, state and federal agencies, providers, payers, and C-suite executives
• Research and understand relevant topics (e.g., electronic health records, health information exchange, data security, disaster response protocols, incident command system, etc.)
• Contribute to special projects as needed, including public health initiatives, product adoption, and user acceptance testing
• Other tasks and duties as assigned

Required Skills

• Strong project management skills
• 5-7 years project management experience
• Strong communication and presentation skills
• Base understanding of policy related to health IT preferred, including: Meaningful Use, privacy and security/HIPAA, health information exchange, and electronic health records (EHRs)
• Ability to effectively relate technical concepts to non-technical audience and requirements to technical teams
• Ability to work independently, manage priorities, and maintain high quality of work products with little supervision
•  Occasionally requires an adjusted work schedule, and evening/weekend hours to meet deadlines and support customer disaster response

Preferred Qualifications

• Master’s Degree in Public Health, Emergency Management, related Health Sciences, or a clinical degree
• Project Management Professional (PMP) certification
• Healthcare IT, public health, or healthcare industry experience
• Sales and marketing knowledge
• Working knowledge of: healthcare industry, healthcare IT, health information exchange (HIE), electronic medical records (EMR), population health, software development, software architecture
• Working knowledge of: basic disaster preparedness and response principles, policy, and protocols

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 $131,000 – $145,000 + 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 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.

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 $131,000 – $145,000 + 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 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.

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