Senior Customer Engagement Marketing Manager

About PointClickCare

PointClickCare is a prominent health technology company dedicated to empowering care providers to deliver outstanding service. Operating as a founder-led, privately owned firm, we foster innovation and boundary-pushing among our staff. Our platform supports over 30,000 healthcare providers with access to the largest long-term and post-acute care datasets and more than 400 integrated Marketplace partners. We prioritize reinvestment into research and development, ensuring our team has robust resources to innovate and influence healthcare's future.

We focus on cultivating a human-centered healthcare future accelerated by artificial intelligence, equipping employees to use AI tools effectively to boost creativity, productivity, and decision-making. This commitment begins with our thoughtful hiring and continuous development efforts.

Position Overview

This leadership position is responsible for shaping and advancing the strategic plan for customer engagement marketing across all market segments. The role seeks to create valuable digital experiences that engage customers via online communities, user groups, and nurture programs, while leveraging authentic customer experiences to influence buyer decisions and nurture advocacy.

Key Responsibilities

• Create and implement strategic programs supporting customer engagement initiatives with a focus on engagement best practices and nurturing customer relationships.
• Partner with Web Developers to oversee platform software, including maintenance, upgrades, new feature rollout, and technology integrations with CRM tools.
• Develop strong cross-functional alliances and influence stakeholders towards advocacy and engagement excellence.
• Collaborate closely with Brand and Demand teams to align engagement tactics with marketing and sales goals, amplifying product adoption and brand campaigns through customer channels.
• Guide campaign activation working with Enablement, focusing on customer engagement through multi-channel marketing including email, online communities, in-app messaging, and social media.
• Promote active participation in online communities ensuring compliance with governance, content standards, and interaction protocols with various cross-functional groups.
• Innovate engagement strategies to grow user base, foster community champions, and enhance content that supports product adoption and customer value realization.
• Analyze program metrics and provide actionable insights to optimize performance, demonstrate value, reduce customer churn, and meet KPIs.
• Collaborate with Insights & Intelligence teams to develop unified customer voice initiatives.
• Communicate customer feedback to product teams to inform development and marketing strategies.
• Champion and communicate the business benefits of customer engagement and advocacy across internal audiences.

Candidate Profile

• At least six years of relevant B2B marketing experience within SaaS or healthcare sectors, with a strong background in online community management and customer-centric marketing.
• Proven ability as a strategic problem-solver and thought leader with excellent relationship-building and communication skills.
• Capability to prioritize projects effectively while maintaining urgency and focusing on KPIs and customer success metrics.
• Experience working in hybrid environments located preferably near offices in Toronto or Salt Lake City is desirable.
• Demonstrates a growth mindset, leadership and coaching skills (no direct reports), and a solid understanding of customer and product lifecycle methodologies.
• Familiarity with PointClickCare’s solutions, markets, and key industry segments is advantageous.

Benefits and Workplace Culture

• Comprehensive benefits available starting on day one, including retirement plan matching, flexible paid time off, wellness and parental support programs, and continuous professional development.
• An inclusive workplace that champions equal employment opportunity and provides accommodations throughout the hiring process.
• Commitment to information security and ethical use of AI in recruitment.

Additional Information

This remote position involves occasional travel to Mississauga or Salt Lake City for onsite events such as onboarding, team meetings, and company gatherings. Hybrid applicants should reside within commuting distance to these offices. The salary range in Canada is $111,000 to $124,000 annually plus bonus and benefits; overtime is not eligible.

PointClickCare promotes a respectful, inclusive workplace and is committed to accommodating applicants with disabilities.