Senior Customer Experience Manager

🕒 September 29

🇨🇦 Canada – Remote

💵 $100k - $112k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

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PointClickCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Secondary Market on 2022-03

Healthcare • Consulting • Healthcare Insurance

PointClickCare is a cloud-based software provider focused on improving care collaboration and financial health in the healthcare industry. The company offers a comprehensive platform that connects care teams with important data, allowing for seamless care transitions and better patient outcomes. By streamlining operations for skilled nursing facilities, senior living communities, and other healthcare providers, PointClickCare helps reduce inefficiencies, manage medication orders, ensure compliance, and improve financial performance. PointClickCare also fosters innovation and quality improvements in healthcare through integrated care coordination and actionable insights across data silos.

📋 Description

• Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare • Define, govern and measure the end-to-end customer experience • Influence others to adopt a different point of view and anticipate and mitigate objections • Provide day-to-day direction and coaching to internal and external resources on quantitative and qualitative research projects • Solve complex issues requiring in-depth evaluation of situations or data • Integrate discipline best practices and apply advanced technical skills

🎯 Requirements

• 7 years hands-on experience within marketing research defining and implementing CX measurement protocols • Demonstrated ability to influence business objectives to improve the customer experience • Developed analytic skills with ability to use data to influence others • Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges • Expertise with Excel, PowerPoint, and Power BI • Bachelor's degree in business, mathematics, or the sciences • Understanding of the healthcare industry • Previous experience working successfully in a SaaS organization

🏖️ Benefits

• Benefits starting from Day 1 • Retirement Plan Matching • Flexible Paid Time Off • Wellness Support Programs and Resources • Parental & Caregiver Leaves • Fertility & Adoption Support • Continuous Development Support Program • Employee Assistance Program • Allyship and Inclusion Communities • Employee Recognition • Bonus • Travel to and from in-office events, including onboarding, team events, and semi-annual and annual team meetings

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