Customer Engagement Marketing Manager - Acute & Payer

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Location:
Remote, USA
Position Summary
The Customer Engagement Marketing team is part of the Portfolio Marketing team and responsible for downstream marketing communications to drive further penetration of our solutions. We strive to empower our customers with a relevant and valuable digital experience as they interact with our customer online communities and nurture programs. We leverage positive customer experiences to influence buyer decisions.
A Customer Engagement Marketing Manager at PointClickCare is responsible for planning and executing programs to support customer engagement initiatives. This includes strategically focusing on nurture programs and engagement in their respective customer’s online community, as well as serving as the internal promoter for customer engagement cross-functionally within the organization.
Working closely with customer-facing teams to drive adoption strategy and advocate mobilization to support sales and marketing goals, leveraging voice of customers to help foster more champions who seed adoption efforts. They will uphold PointClickCare’s customer-centric focus and be responsible for ensuring that advocacy of product value is part of every marketing campaign.
They will contribute to measurement and reporting using applicable technology, tools and processes to ensure delivering measurable business results.
This open role reports to the Director, Customer Engagement Marketing and is primarily focused on Acute and Payor (A&P) markets. This is a permanent full-time role.
Key Responsibilities

• Drive active community participation among eligible customers and influencers upholding standards for community interaction and mapping customer journey, including content (utilization and amplification of advocacy assets and interactions), tone governance, moderating conversations, commenting on discussions at appropriate thresholds, and promoting/ enforcing rules of engagement with internal cross-functional members (i.e., product leaders, customer success, proserv, etc.)
• Scale how we further seed products’ value to existing customers by nurturing adoption of top tier products across owned channels
• Identify and promote the business value of A&P online community customer engagement and advocacy to cross-functional audiences 
• O Product Marketing to provide upstream for product development consideration
• Share A&P online community customer response data, measurable results, and actionable insights to assist demonstrating value and impact with:
• O Insights & Intelligence team to help build one voice of the customer program
• Collaborate with A&P Customer Success teams to understand target markets and to identify and inventory informal advocates that do not use online communities
• Collaborate with Web Developer(s) to be accountable for the software and other technical aspects on the A&P online community (maintenance, upgrades, implementing new features, etc.)
• O CSMs to help nurture
• Innovate and implement ideas to grow A&P online community userbase and drive engagement
• Interact with A&P Sales team to understand the types of advocacy and interactions that are required
• Discover, nurture and mobilize high profile advocates for high value acts of advocacy for sales and marketing opportunities.
• Innovate and implement ideas to grow nurture programs and collaborate on customer co-marketing programs and campaigns:
• Liaise with cross-functional customer-facing teams to ensure alignment with goals and priorities
• Collaborate strategically with cross-functional enablement teams to educate customer-facing functions (e.g. sales, customer success, delivery) about A&P online community and nurture programs available
• Develop a roadmap for technology requirements to support community development, including integrations with customer relationship tools
• O creating editorial calendar of content that supports the growth and adoption of top tier products within the customer community
• O developing content criteria aligned to tiers to ensure top products are areas of focus for engagement
• Provide customer feedback to the upstream portfolio teams
• O driving deeper engagement of customer champions and key influencers of top tier products

Background/Required Experience

• Minimum 4 years B-to-B marketing experience
• Online Community administrator / moderator experience with proven customer-centric focus
• Social execution, including appropriate and effective use of supporting technologies 
• Analytical abilities, including demonstrating value and impact
• Understanding of A&P solution offerings, key industries and market segments.
• Deep appreciation of customer and product lifecycle management fundamentals
• Minimum of 3 years experience in Acute & Payer, which refers to: Hospital/ Health System, ACO / Risk Bearing Provider, Health Plan/ Payer, Convener (Hospital Association/ HIE/ State Agency)
• Strong organizational, prioritization, project management skills
• Strong written communication skills, with a focus on ability to engage participants 

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.
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