PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
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The Role:Our customers love our products and service and we intend to keep it that way. Your primary role as a Software Configuration Consultant will act as the principle liaison with the customer to develop and implement best practices to drive optimized business outcomes for the customer. The Consultant will be diligent, customer focused, agile, transparent and a strong communicator. This individual will build relationships with our customers to become the trusted advisor and counsel them on our solutions and recommended business practices. The successful candidate will develop deep mastery of the Collective Platform, and when combined with an in-depth analysis of the customers’ existing business process, operations and practices, will design and provide recommendations solution configuration and enhanced business practices. Software Configuration Consultants are part of the broader Delivery department at Collective, a growing team of committed professionals who's single priority is to delight customers. This position reports to the Manager of Technical Services, is full-time, located in our Cottonwood Heights office, requiring limited travel within the US.
Who you’ll work with:As a Software Configuration Consultant you will be working with our Customers, as well as Project Management Professionals, Customer Success Managers, Customer Support, Engineering, Product, Sales, and Clinical Success teams.What you'll be doing day to day: - Leading the customer engagement as the principle implementation or project liaison, coordinate with internal stakeholder and implementation teams to coordinate, communicate and align delivery approach
- Establish and maintain excellent client rapport via phone, online meetings, in person and email to build strong successful customer relationships
- In collaboration with the project manager, proactively predicting, identifying and communicating issues, risks, escalations and delays to ensure an exceptional customer experience and successful project completion
- Acting as a trusted advisor to the customer, developing approaches that consider the impact to business and daily workflows
- Implementing best-practice solution deployment strategy to drive desired customer business outcomes and value
- Using an in-depth knowledge about the Collective Platform, customers' industry and functional business processes, recommend the best possible solution for customer challenges and requests
- Collaborating internally on software commercialization, feature and program design, and roadmap prioritization
Skills and experience we're looking for: - 2+ years experience in a product support and consulting environment
- Professional experience implementing software
- Prior experience in a customer-facing position in a tech and SaaS environment
- The ability to quickly learn new concepts and technologies and convert them into customer solutions
- Proven ability to take accountability for a project, demonstrating initiative, and delivering on commitments to ensure organizational objectives are met
- Ability to understand business processes from a customer perspective
- Strong written and verbal communication skills
- Self-starter, able to work independently, prioritize to deliver on time and adapt priorities and a flexible approach to sharing client insights
- Must be results oriented, and demonstrate a can-do attitude adaptability, teamwork and problem-solving
Can be a fully #remote position.
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