Full Time
Customer Service – Stay At Home Jobs
Job Description
Job Type: Customer Service from home
Location: Arizona work from home
Company: PointClickCare
Position Description:
The Sr. Customer Success Manager, Digital Customer Engagement will be responsible for the design, execution, and monitoring of digital customer plays and will report to the Director, Customer Success. These plays will provide our clients with customised experiences based on where they are in their customer journey. This person does not have a business book; instead, they assist with design, enablement, content production, and data analytics relating to the customer journey.
Key Responsibilities:
- Develop and optimize plays/campaigns to drive adoption and retention, with a primary focus on highly targeted, behavior-triggered email campaigns Develop compelling content that is personalizable based on the customer’s lifecycle across channels (e.g., email, virtual events, in-product)
- Ensure that the PointClickCare brand, voice, tone, and visual aesthetics are consistent throughout the customer journey communications.
- Develop, manage, and update material to keep customers interested Utilize and analyze customer data, such as product usage and campaign engagement analytics, to identify opportunities for improving customer experience and to create highly targeted segments and communication paths – ensuring messages are sent to the right people, at the right time, and through the right channel. Evaluate the effectiveness of customer messaging programs, publish results, adjust and test existing campaigns, and create new high-impact initiatives.
- Decrease churn for both businesses (logos) and products by increasing product adoption and engagement. Increase revenue and enhance bookings KPIs by connecting customer concerns to solutions.
- Ensures that a pleasant customer experience is reflected in the NPS (Net Promoter Scores) rankings. Maintains an advanced awareness of PointClickCare’s products and services, industry knowledge, and trends to increase customer engagement.
Requirements:
- You are data-driven and curious, with a strong technical aptitude for systems and data. Expertise with Gainsight, Salesforce, and Power BI would be advantageous.
- Result focused, constantly keeping goals and important results in mind and seeking clarity on them Strategic thinking with strong analytical abilities and a strong sense of urgency to produce answers Good writing skills – ability to craft captivating material that sells and encourages action Outstanding organizational, project management, and time management abilities Good interpersonal interactions, teamwork, and collaboration abilities Skill to thrive in unclear situations by asking the correct questions and seeking answers You are organized and efficient; you take on big projects and see them through from start to finish. Previous experience in healthcare sales/account management Familiarity with EHR (Electronic Health Records) is a significant advantage.