Sr. Customer Experience Manager (US)

Job description

**Recruitment Fraud Notice** PointClickCare is committed to providing a safe and secure recruitment experience for all candidates. We are aware of fraudulent recruitment activities in which individuals may falsely claim to represent PointClickCare, advertise fake job opportunities, or request personal or financial information. Please be aware that: - All PointClickCare employment opportunities are posted on our official careers website. - PointClickCare will never ask candidates to pay fees, purchase equipment, transfer money, or provide banking information during the recruiting process. - Our recruiters communicate through official PointClickCare email addresses. - Employment offers are only made following a formal interview and selection process. - As part of our commitment to hiring security, candidates may be asked to verify their identity during the interview and onboarding process. **Protect your information. If something feels suspicious, verify it before proceeding.** At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out [Life at PointClickCare](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpointclickcare.com%2Flife-at-pointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586947941%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=dIKtrMG7L0sb%2FfLrFRvhcZAmfqfNXTXDTvMsoJkwGvM%3D&reserved=0) and connect with us on [Glassdoor](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.glassdoor.ca%2FOverview%2FWorking-at-PointClickCare-EI_IE452666.11%2C25.htm&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586978442%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=KVgSiL%2ByFmnpxTc5PmuErMwRNwDmTGqUzJIUSIm5fY0%3D&reserved=0) and [LinkedIn](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586994867%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=AFNWMltUX65iQ5E5LFYOrA9bKP10SzKQ7jwcti57q2E%3D&reserved=0). **\*\*Travel to Office expectations\*\*** **For Remote Roles**: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. **For Hybrid Roles**: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. ### **Position Summary:** The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience. ### Key Responsibilities: - Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges. - Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term - Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources. - Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation - Integrates best practices in a discipline with others and/or applies advanced technical skills ### Required Skills & Qualifications: - 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 - Bachelors degree in business, mathematics, or the sciences ### Preferred Experience: - Understanding of the healthcare industry - Previous experience working successfully in a SaaS organization