PointClickCare Benefits Overview

Drives customer adoption, retention, and value realization through scalable digital customer success programs. Builds customer journeys, campaigns, digests, reviews, events, and educational content using Gainsight and Pendo. Analyzes usage and engagement data, segments audiences, tests communications, tracks KPIs, and collaborates with Customer Success, Marketing, Product, Support, and Sales. The role also gathers customer feedback, improves program workflows, and explores AI-assisted personalization.

Own product strategy, roadmap, backlog, and delivery for senior living healthcare software. Partner with engineering, UX, clinical, customer success, sales, and marketing teams to discover customer needs, prioritize investments, manage agile delivery, launch products, and improve outcomes. Serve as the customer voice, define requirements, evaluate competitive opportunities, quantify ROI, and guide products through the full lifecycle, including AI-powered care workflows.

Leads enterprise application development across Salesforce, NetSuite, billing, and integrated platforms. Designs and implements complex solutions, automates testing and workflows, performs incident analysis, improves architecture and integrations, and reduces technical debt. Acts as a subject matter expert, mentors engineers, reviews code, guides vendors, promotes DevOps and AI adoption, and supports strategic modernization initiatives.