The Senior Customer Experience Manager defines, governs, and measures the end-to-end customer experience. Responsibilities include leading quantitative and qualitative research, analyzing complex data, developing CX measurement protocols, influencing stakeholders, coaching internal and external resources, and applying insights to strategic and day-to-day business challenges. The role partners across the organization to improve customer experience and business outcomes.
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 and connect with us on Glassdoor and LinkedIn.
**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.
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
#LI-TW1
#LI-Remote
PointClickCare Benefits & Perks:
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 … and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Manage enterprise customers after implementation by creating joint success plans, conducting executive business reviews and operational workshops, recommending workflow improvements, and helping customers maximize Samsara’s IoT platform. Collaborate cross-functionally with Sales, Support, Sales Engineering, and Product; mentor Customer Success and Support teams; resolve issues; and drive safety, efficiency, and sustainability outcomes. The role is remote in Canada and requires 25–40% customer travel.
Top Skills:
IotSaaSVehicle Telematics
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Generate and qualify enterprise sales opportunities for Samsara’s SaaS products by conducting approximately 50 daily cold calls, mapping accounts, engaging executives, and building product demand. The role requires resilience, curiosity, collaboration, and the ability to learn technical concepts and use AI in daily workflows. Successful representatives may advance to closing sales roles within two years.
Top Skills:
Artificial Intelligence (Ai)Internet Of Things (Iot)Linkedin Sales NavigatorSalesforceZoominfo
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Entry-level sales role focused on responding to prospective customer inquiries, booking product demos, identifying new business opportunities, supporting Account Development and Account Executive teams, and maintaining accurate CRM records. The position includes formal and on-the-job training to develop into an outbound Account Development Representative and offers a progression path toward Account Executive.
Top Skills:
CRMInternet Of Things (Iot)SaaSSalesforce
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
