About this role.
This senior-level marketing role at PointClickCare is responsible for evolving the customer engagement marketing strategy, empowering customers through digital experiences, online communities, and nurture programs. The position requires strategic planning, cross-functional collaboration with Brand and Demand teams, and influencing stakeholders to drive advocacy and adoption. This is a remote-first role based in Canada/US, with occasional travel to offices. The ideal candidate has deep experience in B2B marketing, customer advocacy, and technical platform management. The role supports the company's mission to transform healthcare through innovation and AI.
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 writing to express my strong interest in the Senior Customer Engagement Marketing Manager position at PointClickCare. With over 8 years of experience in B2B marketing and customer engagement, I have successfully developed and executed strategies that drive advocacy, loyalty, and measurable business growth.
In my previous role, I led the implementation of a customer community platform that increased active engagement by 40% and supported a 25% increase in upsell revenue. I excel at aligning cross-functional teams and leveraging customer insights to inform marketing and product strategies.
I am particularly drawn to PointClickCare's mission to transform healthcare and its focus on AI-driven innovation. I am confident that my strategic mindset and collaborative approach would contribute to your team's success.
I look forward to the opportunity to discuss how I can add value to your organization.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I led a customer advocacy program that increased referrals by 30% and improved NPS by 15 points. We measured success through engagement rates, referral conversions, and customer satisfaction scores. The key was aligning the program with customer needs and creating compelling content that resonated with our audience.
I would start by understanding each team's goals and challenges, then identify shared objectives. I would schedule regular alignment meetings, create a joint roadmap, and use clear communication to ensure everyone is on the same page. Building trust through transparency and demonstrating the value of customer engagement to each team's KPIs is essential.
I would create a technology roadmap that aligns with business priorities and customer needs. I would work closely with the development team to categorize requests based on impact and effort, and use an agile approach to deliver quick wins while planning long-term improvements. Regular feedback loops with users help ensure the platform evolves effectively.
I would implement a structured process to collect customer testimonials, case studies, and reviews, and then repurpose them across marketing channels. I would also create a formal advocacy program that recognizes and rewards customers who share their experiences. By spotlighting success stories, we create authentic social proof that resonates with prospects.
I would use AI to personalize content at scale, such as dynamic email campaigns and chatbot interactions that provide relevant resources based on customer behavior. AI can also analyze customer data to identify patterns and predict churn or upsell opportunities. This allows us to engage customers proactively and efficiently.
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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