About this role.
PointClickCare is seeking a Senior Customer Engagement Marketing Manager to lead strategic customer engagement initiatives, including nurture programs, online communities, and advocacy efforts. This role requires collaboration with cross-functional teams such as web developers, brand, and demand generation to create a seamless digital customer experience. The ideal candidate will have deep industry and product knowledge, along with the ability to influence stakeholders and drive best practices. This is a remote role based in the US or Canada, with some travel to company offices for events. The position offers an opportunity to make a meaningful impact in healthcare technology while working in a flexible, innovative environment.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Sr. Customer Engagement Marketing Manager position at PointClickCare. With over eight years of experience in customer marketing and engagement, I have successfully developed and executed programs that drive adoption, advocacy, and revenue growth. Your mission to help providers deliver exceptional care aligns perfectly with my passion for healthcare technology. I look forward to leveraging my expertise in online communities, nurture programs, and stakeholder collaboration to empower your customers and amplify their voices. Thank you for considering my application.
Sample interview questions
I would start by segmenting customers based on their needs, lifecycle stage, and product usage. Then I would map their journey to identify key touchpoints for engagement. The strategy would include a mix of nurture email campaigns, online community activities, user groups, and advocacy programs. I would also collaborate with sales and product teams to align with customer needs and ensure that the strategy supports overall business goals.
In my previous role, we needed to integrate a gamification feature into our online community to boost participation. I wrote the business requirements, including user stories and success metrics, and worked closely with the web development team during sprint planning and testing. We launched the feature on time, which increased weekly active users by 25% and improved customer satisfaction scores.
I use a combination of engagement metrics, such as community active users, program participation rates, and content interaction, as well as business outcomes like product adoption, customer retention, and net promoter score. I also track the impact of advocacy on sales, including referral leads and customer references for sales cycles. Regular reporting and analysis help optimize programs and demonstrate ROI to leadership.
I would establish regular cross-functional meetings to share insights and align on customer messaging. For example, I would provide customer testimonials and case studies to the brand team for use in campaigns, while coordinating with demand generation to ensure nurture programs feed into their pipelines. By aligning on a shared customer strategy, we can create a unified experience and amplify each other's efforts.
I would ensure that all customer engagement programs comply with regulations like HIPAA and GDPR. This includes working with legal and security teams to review data consent, storage, and usage. I would also implement best practices for data minimization and provide training to the team on compliance. Additionally, I would make sure that any third-party platforms we use are compliant and have proper data processing agreements in place.
Location:
Position Summary:
Key Responsibilities:
- Develop strategic planning and execute programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and instituting best practices for engagement in online community, as well as internal promoter for customer engagement and advocacy within our organization.
- Collaborate with Web Developer(s) to be accountable for the software and other technical aspects of the platform(s) used (maintenance, upgrades, implementing new features, etc.) Develop a roadmap for technology requirements to support development, including integrations with customer relationship tools
- Build relationships, align with and influence stakeholders.
- Working closely and aligning with other teams such as Brand and Demand to drive engagement strategy to support sales and marketing goals, and to not only use our customer channels to amplify adoption, brand and demand campaigns but to leverage voice of customers to help foster more champions who seed adoption efforts upholding PointClickCare’s customer-centric focus ensuring that advocacy of product value is part of every marketing campaign
- Provide regular direction, working alongside Enablement, for campaign activation pull through. As well as how to properly engage customers with evidence-based adoption programs. Drive continuous awareness, and affinity, through effective and innovative marketing programs via appropriate channels (email, online communities, in-app in our product, social, etc.)
- Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey, including content, tone governance, moderating conversations, commenting on discussions at appropriate thresholds, and promoting/ enforcing rules of engagement with internal cross-functional members (i.e., product leaders, regulatory leaders, customer success and support, etc.)
- Innovate and implement ideas to grow all market segments online communities’ userbase of customer champions and influencers, drive engagement, and expand reach. Cross-functionally collaborate with customer-facing teams, cultivating relationships with SMEs to curate content, resources and evolve editorial calendar that supports the growth and adoption of our products and services, helping customers realize the true value and full potential of PointClickCare.
- Gather, interpret, analyze program data and provide insights/making recommendations/ finding solutions to ensure program outcomes show value and reduce churn. Leverage data and insights to manage performance and other KPIs – continuously optimizing and improving program performance
- Contribute to measurement and reporting using applicable technology, tools and processes to ensure delivering measurable business results.
- Also contributing to measurement and reporting using applicable technology, tools and processes
- Share customer response data, measurable results, and actionable insights to assist demonstrating value and impact with:
- Insights & Intelligence team to help build one voice of the customer program
- Provide customer feedback to the upstream portfolio teams, product, etc Product Marketing to provide upstream for product development consideration
- Identify and promote the business value of both online communities’ customer engagement and advocacy to cross-functional audiences
Required Skills & Experience:
- 6 + years of relevant B2B marketing experience in SaaS/Healthcare, a strong marketing manager who has proven success in Online Community administration, user group management/ moderator experience with proven customer-centric focus.
- Strong strategic problem solver with the ability to bring thought leadership and guidance for cross-functional teams
- Ability to prioritize while maintaining urgency, thoughtfulness, and keeping an eye on the KPIs and success metrics for customers and our business
- This role requires strategic thinking skills, relationship-building abilities, flexibility, exceptional communication (written and verbal), and a highly collaborative spirit
Preferred Experience:
- Ability to work hybrid from our offices in Toronto or SLC
- Growth mindset
- Leadership/ coaching skills (no formal direct reports) to provide guidance to existing team to integrate engagement best practices and apply knowledge/ skills into practice. Experience evolving programs to deliver measurable business results.
- Experience translating insights and data into consumer value and marketing strategy
- Deep appreciation of customer and product lifecycle methodology.
- Understanding of PCC solution offerings, key industries and market segments
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