Job Title

Background Hypercare is a mobile and web communication and collaboration platform for healthcare professionals to help alleviate many of the time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device all designed to help seamlessly improve workflow efficiencies, reduce medical errors, and positively impact patient outcomes. Founded in 2016, Hypercare has seen rapid growth and is currently being used by over 100 North American healthcare organizations including some of the largest healthcare systems in Canada. Job Overview Hypercare is seeking a selfmotivated and energetic people person to join our growing team as an experienced Customer Success Manager in the exciting and rewarding world of healthcare technology. The Customer Success Manager will be responsible for developing and maintaining strong relationships with our clients and users to ensure their satisfaction, retention, and growth. They will work closely with clients to understand their needs, lead the technical setup and maintenance of your clients' user of the Hypercare's suite of solutions and ensure they are getting the most value from the product. This role requires excellent communication skills, a customercentric mindset, and the ability to work crossfunctionally to deliver a seamless customer experience. In-person deployments and relationship building has been invaluable to Hypercare's Customer Success team, therefore, travel for work is required for the role and will occupy up to 20% of the role depending on the season and volume of active deployments across the team (we support each other with onsite deployments). Key activities and responsibilities include the following: Client Relationship and Account Management: Build and nurture strong, longlasting relationships with clients within your book of business, serving as their main point of contact. Onboarding and Project Management: Guide new clients through the onboarding process, ensuring a smooth transition and efficient adoption of Hypercare across small and largescale organizations. As the CSM, you will lead the technical setup of their Hypercare instance and work crossfunctionally with stakeholders within Hypercare as needed. Customer Advocacy: Act as the voice of the customer within the company, providing feedback to internal teams to improve product features and offerings. Training and Support: Provide clients with training and resources to help them effectively use Hypercare and achieve their clinical objectives. Support Renewals and Upsells: Help grow Hypercares usage and scope within our existing customers to address unmet needs or potential users within our existing customer. Drive customer retention and growth by identifying upsell opportunities and acting as a conduit to the Sales team. Performance Metrics: Monitor and analyze customer usage data and feedback to identify trends and areas for improvement. Success Plans: Leading quarterly business reviews with existing clients to communicate the uptake of Hypercare, the key performance indicators the customer cares about, communicating new features and functionalities and understanding the customers longterm vision with our product. Customer Support: Be available to support the wider Customer Success team with business hours and after hours oncall support. There is a dedicated Customer Support team, however, CSMs are expected to provide oncall support on an ongoing basis to stay connected with our users and understand ongoing user pain points to inform training and future product enhancements. What does the Customer Success Manager need in order to be successful in this role? Here are a few of the qualities that our team at Hypercare looks for: 2-4 years of past experience in a similar Customer Success role, managing mediumsized and Enterprise accounts. Comfortable in a fastpaced environment. Customerfocused with a passion for the success of our clients. Comfortable in picking up new technical skills (training will be provided) and using technical tools daytoday to support the CSM role. Excellent verbal and written communication skills. The ability to learn new skills quickly. The understanding of how to prioritize tasks. A team player with the ability to work in a supportive team environment as well as independently. Detailoriented and organized. Nice to have: Experience in a startup environment. Experience with MySQL database. Firsthand experience in clinical/healthcare setting. Tech Stack Tools you'll be using daytoday as a Customer Success Manager include, but are not limited to, the following: Google Suite Salesforce Zoom Asana MySQL MongoDB Postman Datadog Significance of the Role The Customer Success Manager will play a critical role in the growth of Hypercare and will directly impact our current and potential clients. In addition to helping build a strong relationship with our users, the Customer Success Manager will be responsible for influencing the product team by representing the voice of our customers during company meetings. As the Customer Success Manager, you will gain valuable experiences as a project manager, own relationships with our existing and potential clients assigned, and serve as Hypercares main point of contact for them. You will have the opportunity to make a direct impact on the healthcare industry and interact with key stakeholders across North America. Full Compensation Package Base salary range for candidates based in Canada: $75,000 to $80,000 CAD annually Variable compensation for meeting target objectives, paid annually Healthcare and dental benefits 15 days paid vacation per year, accrued annually 5 days of personal days annually 10 days paid sick leave annually Stock options Ability to work remotely when not travelling for work #J-18808-Ljbffr