Sr. Customer Experience Manager (CA)

Position Summary:The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience.

Key Responsibilities:
Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges. Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-termOversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources. Solves complex issues or problems where analysis of situations or data requires an in-depth evaluationIntegrates best practices in a discipline with others and/or applies advanced technical skills
Required Skills & Qualifications:
7 years hands-on experience within marketing research defining and implementing CX measurement protocolsDemonstrated ability to influence business objectives to improve the customer experienceDeveloped 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 challengesExpertise with Excel, PowerPoint, and Power BIBachelors degree in business, mathematics, or the sciences
Preferred Experience:
Understanding of the healthcare industryPrevious experience working successfully in a SaaS organization