PointClickCare

Role Description Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role, you need to be able to remain calm while troubleshooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is key to your success. Reporting to the Sr Manager, Customer Support Key Responsibilities - Develop an in-depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities - As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat, or remote sessions - Work effectively and professionally with other departments to resolve issues - Document user problems through the use of an online problem management system, Salesforce’s Service Cloud - Coordinate and execute internal, external, and/or internal/external meetings to resolve problems - Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS - Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary Qualifications - Degree in Healthcare, IT, Engineering, Business Solutions (Preferred, not required) - Excellent interpersonal, customer support, and problem-solving skills - Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast-paced and high-demand environment - Strong communication, relationship management, and documentation skills - High degree of computer literacy and excellent typing skills - Experience providing web-based application software support - Prior long-term care experience working in a business office role - Prior experience using PointClickCare (Preferred, Not required) Requirements $55,000 - $70,000 a year - At PointClickCare, base salary is one of the many components that make up our total rewards package. - The US base salary range for this position is $55,000 to $70,000 + Performance-based bonus, and full-time benefits. - Our salary ranges are determined by job and level. - Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Benefits - Benefits starting from Day 1! - Retirement Plan Matching - Flexible Paid Time Off - Wellness Support Programs and Resources - Parental & Caregiver Leaves - Fertility & Adoption Support - Continuous Development Support Program - Employee Assistance Program - Allyship and Inclusion Communities - Employee Recognition … and more! Company Description At PointClickCare, our mission is simple: to help providers deliver exceptional care. We empower our employees to push boundaries, innovate, and shape the future of healthcare. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

• The role is largely (95%) completing labeling of PointClickCare clinical notes for data input to help train AI models. • There are often singular project tasks at hand that requires sitting for extended periods of time while labeling data. • While labeling, provide clinical feedback and recommendations using nursing knowledge of Senior Living/SNF electronic medical record • Provide Clinical expertise within the labeling team. • Ability to align with set labeling rules as well as provide challenging input regarding potential labeling changes with the goal of improving the product. • Work with a team of subject matter experts involving quality review of AI products. • Complete the required training as defined by security, clinical director and HR.

• The role is largely (95%) completing labeling of PointClickCare clinical notes for data input to help train AI models. • While labeling, provide clinical feedback and recommendations using nursing knowledge of Senior Living/SNF electronic medical record • Provide Clinical expertise within the labeling team. • Ability to align with set labeling rules as well as provide challenging input regarding potential labeling changes with the goal of improving the product. • Work with a team of subject matter experts involving quality review of AI products. • Complete the required training as defined by security, clinical director and HR.

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction. • Speak to all market segments/lines of business and make recommendations that impact the business holistically. • Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals. • Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement. • Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes. • Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions. • Work with clients to understand their objectives and align those with PCC solutions. • Consult with clients to solve problems by having value-based conversations. • Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed. • Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful. • Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn. • Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts. • Demonstrate empathy in all customer dealings. • Communicate effectively to quickly gain buy-in from internal and/or external stakeholders. • Flexible when facing tough calls and embrace difficult conversations. • Convey outcomes and objectives timely via written documentation. • Meet and exceed KPIs while maintaining strong client relationships. • Complete CSM Certification within 12-months of hire.

• Principal implementation liaison on the project team translating and documenting customer expectations, business processes and goals to ensure implementation success • Lead a detailed business discovery and develop recommendations to execute a delivery approach that will drive outcomes and value • Translate technical requirements and execute system configuration setup (more complex than entry) • Establish and maintain strong successful customer relationships by utilizing excellent communication and collaboration skills • Act as a trusted advisor to the customer, build strong partnerships to develop implementation approaches that consider the impact to a customer’s business and daily workflows • Partner with internal stakeholders, including configuration and training specialists, to create and execute implementation plans that are on-time and with the highest quality to support customer satisfaction • In collaboration with the project team, proactively anticipate, identify, and communicate issues, risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation • Lead, influence, advise and support customer change management strategies, including the plans for user readiness and acceptance. • Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes • When needed, travel to customer on-site locations to lead and direct meetings and presentations

• Manage strategic partnerships with clients, serving as the main liaison. • Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis. • Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation. • Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value. • Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.

Role Description The Security Analyst will plan and carry out security measures to protect PointClickCare’s networks, data centers, cloud deployments, endpoints, and systems, including Software as a Service environment (Corporate and Product Functions). The Information Security Analyst will contribute to enhancement of security operations, cyber defense, and vulnerability management through automation, tool evaluation, and use of AI solutions. In addition, the Security Analyst will act as lead on specific projects and technologies, assuring effective implementation and management of security tools to continue to improve the security posture of PointClickCare. Key Duties and Responsibilities - Primary point of contact to facilitate with the daily monitoring, assessing, and reporting of security incidents from the SIEM platform. - Manage processes relating to the installation, maintenance, and operation of security infrastructure including SIEM, anti-virus, DLP, PAM, IAM, etc. - Proven experience with security software, such as: SIEM, Vulnerability Scanning, Advanced Endpoint Protection (Anti-virus/Anti-Malware), Privilege Access Management, Data Loss. - Perform ad hoc threat risk assessment (TRA) on infrastructure and systems as well as cloud-based solutions and facilitate remediation tasks with other operational teams. - Work independently, and with the team, to determine new methods of automating existing workflows (e.g., through the use of AI tools, automation frameworks, and workflow management solutions). - Working technical knowledge of IT technical environments with a strong understanding of IP, TCP/IP, network administration protocols, Access Control methods, WAFs, Firewalls, and virtualized access control solutions (e.g., Network Security Groups). - Understanding/working knowledge of Windows, Active Directory, Group Policy, DNS, and Apple operating systems. - Assist with ongoing Vulnerability Management program to perform routine vulnerability scans and work closely with SaaS Operations and Corporate Technology teams to coordinate remediation of identified findings. - Assist with the evaluation of security tools and processes in conjunction with Director, Security Operations. - Recommend improvements to security tools, configurations, processes, and policies. - Report monthly security KPIs, change requests, incidents, and threats/events. - Provide advice and apply your experience to help tune alerting to reduce false positives. - Actively assist with Security Incident Response process and support security investigations by documenting findings and root causes as needed. - Research and assess new threats and security alerts and determine relevance to company environments and staff. - Work closely with key business groups across the organization to develop and maintain a proactive company-wide security presence. - Act as a technical lead in security-related projects/initiatives such as new security solutions to improve the overall security posture of PointClickCare. Qualifications - Comfortable working alongside agentic AI systems in day-to-day security operations. - Basic understanding of how large language models (LLMs) function, including prompt construction, context management, and interpreting model outputs critically. - Ability to write simple skills or playbooks that extend agentic security platforms. - Exposure to MCP (Model Context Protocol) or similar tool-integration frameworks. - Familiarity with security automation concepts. - Able to recognize when an AI agent's output or behavior is anomalous, incorrect, or requires human escalation. - Assist with periodic security audits on current PointClickCare infrastructure. - Ability to work independently, engage leadership as needed, and be proactive in advancing company security posture. - Extensive working knowledge of information security and vulnerabilities/threats, security best practices, tools, and techniques, including encryption. - Experience working with Python and PowerShell. - Experience in managing/administering Linux OS variants, PowerShell, bash/shell scripting, Python. Requirements - Travel to Office expectations for Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. - For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. Benefits - Benefits starting from Day 1! - Retirement Plan Matching - Flexible Paid Time Off - Wellness Support Programs and Resources - Parental & Caregiver Leaves - Fertility & Adoption Support - Continuous Development Support Program - Employee Assistance Program - Allyship and Inclusion Communities - Employee Recognition … and more! Salary The Canada base salary range for this position is $72,000 - $80,000 + 10% bonus + benefits, overtime eligible.

• Sell to key accounts in the designated Sales Region to meet sales goals. • Identify and close sales opportunities within existing and prospective targeted accounts. • Introduce new products and services to current customers and prospects. • Establish a consistent pipeline on a daily basis via lead generation.

• Reporting to the Director, Pharmacy Sales, the Pharmacy Account Executive is responsible for selling to key accounts in the designated Sales Region to meet sales goals in that territory. • As an Account Executive, Revenue Growth you are responsible for identifying and closing sales opportunities within our existing network of customers as well as prospective targeted accounts. • Your primary focus will be to introduce our current customers and prospects to new products and services along with strengthening our relationships with our customers. • You’ll also identify and proactively engage in business and sales opportunities to achieve identified objectives. • Territory: Northeast US and Canadian Accounts

• Work Across a dynamic ecosystem of stakeholders to develop, execute and maintain large high-impact multi-touch campaigns inclusive of events, that inspire consumers and drive engagement • Own agency of record strategy for the business unit inclusive of campaign strategy, appropriate channel mix, budget management, analyzing campaign performance and ensuring effective communication between PointClickCare and the agency. • Subject matter expert in industry leveraging customer insights to produce audience-centric derivative content • Lead customer journey seeking out ways to utilize marketing automation to improve processes and gain visibility into lead quality • Research and refine new marketing approaches to reach and engage key audiences • Regularly dive deep into data reports and dashboard to monitor campaign results and drive strategic decision making to optimize • Manage multiple projects and balancing contending priorities in a rapidly changing environment • Provide clear, consistent, and frequent communication with executive level stakeholders inclusive of marketing strategy, goals, and performance of campaigns. • Lead the development of comprehensive account-based marketing strategies aligned to be executed across the Marketing Managers. • Act as team lead by supporting with training or coaching to enhance their skills and grow in their roles. • Anticipated travel 10%