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Senior Customer Experience Manager
PointClickCare. Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience measurement and analytics, leveraging data to influence business objectives and improve customer satisfaction. Possesses strong leadership skills to guide teams and stakeholders in implementing best practices within the healthcare SaaS industry.
Highest-signal resume keywords
Customer Experience MeasurementData AnalysisInfluencing Business ObjectivesSaaS ExperienceHealthcare Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Marketing ResearchCX Measurement ProtocolsAnalytic SkillsQuantitative ResearchQualitative Research
Soft Skills
CoachingProblem SolvingInfluencing Others
Tools & Technologies
ExcelPowerPointPower BI
Industry Keywords
Healthcare IndustryCustomer ExperienceStakeholder Engagement
About the role
Key responsibilities & impact- Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare
- Define, govern and measure the end-to-end customer experience
- Influence others to adopt a different point of view and anticipate and mitigate objections
- Provide day-to-day direction and coaching to internal and external resources on quantitative and qualitative research projects
- Solve complex issues requiring in-depth evaluation of situations or data
- Integrate discipline best practices and apply advanced technical skills
Requirements
What you’ll need- 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
- Bachelor's degree in business, mathematics, or the sciences
- Understanding of the healthcare industry
- Previous experience working successfully in a SaaS organization
Benefits
Comp & 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
- Bonus
- Travel to and from in-office events, including onboarding, team events, and semi-annual and annual team meetings