Senior Customer Experience Manager (US)

About the role

PointClickCare, a health technology company serving over 30,000 provider organizations, is hiring a Senior Customer Experience Manager for the US market. The role works with the Customer Experience Director and partners with multiple stakeholders to define, govern and measure the end-to-end customer experience. The position is listed as remote, though remote roles may require occasional travel to the Mississauga and/or Salt Lake City offices for onboarding, team events and team meetings.

Key responsibilities

• Influence others to adopt a different perspective, anticipate objections and help mitigate concerns or challenges
• Provide actions and advice that affect the quality and effectiveness of the team or its internal and external customers in the short term
• Oversee ad hoc quantitative and qualitative research projects, giving day-to-day direction and coaching to internal and external resources
• Solve complex issues requiring in-depth analysis of situations or data
• Integrate best practices in the discipline with others and apply advanced technical skills

Required profile

• 7 years of hands-on experience in marketing research, defining and implementing customer experience measurement protocols
• Demonstrated ability to influence business objectives to improve the customer experience
• Bachelor's degree in business, mathematics or the sciences
• Preferred: understanding of the healthcare industry and previous experience in a SaaS organization

Required skills

• Analytic skills and the ability to use data to influence others
• Ability to apply insights to both long-term strategic issues and day-to-day challenges
• Expertise with Excel, PowerPoint and Power BI