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 Overview: 

The Customer Operations Analyst is a key member of the Revenue Operations team, responsible for analyzing and improving customer-related processes, systems, and data to enhance overall customer satisfaction and operational efficiency. This role involves working closely with cross-functional teams to identify areas for improvement and implement strategies that drive positive customer experiences. The Customer Operations Analyst plays a vital role in understanding customer needs, resolving issues, and contributing to the success of the organization. 

Key Responsibilities: 

1.       Data Analysis: Collect, analyze, and interpret customer-related data, including customer feedback, support tickets, product usage metrics, and customer journey data. Use data-driven insights to identify trends, patterns, and opportunities for improving customer satisfaction and operational effectiveness. 

2.       Customer Experience Improvement: Collaborate with the Sales and Customer Success teams to identify pain points in the customer journey and propose solutions to enhance the overall customer experience. Implement changes and track their impact over time. 

3.       Process Optimization: Evaluate and streamline customer-facing processes, from onboarding and renewal processes. Identify bottlenecks and inefficiencies to improve operational productivity and customer satisfaction. 

4.       Customer Insights: Develop a deep understanding of customer behavior, preferences, and needs through data analysis and customer interactions. Translate insights into actionable recommendations for the business. 

5.       System Enhancements: Work with relevant teams to implement system improvements and automation that optimize customer operations processes. Ensure that customer data is accurately captured and utilized across systems. 

6.       Reporting and Metrics: Create and maintain performance dashboards and reports to monitor key customer-related metrics, such as customer churn, satisfaction scores, and resolution times. Present findings to stakeholders and make data-driven recommendations. 

7.       Root Cause Analysis: Conduct root cause analysis on customer issues and escalations, identifying underlying problems and working with teams to implement preventative measures. 

8.       Continuous Improvement: Stay up-to-date with industry trends, best practices, and emerging technologies related to customer operations. Propose and implement innovative solutions to enhance the customer experience. 

9.       Training and Support: Provide training and support to internal teams on new processes, tools, and initiatives related to customer operations. 

·       Bachelor's degree in business, Analytics, or a related field (or equivalent work experience). 

·       Proven experience in data analysis, operations, or customer-related roles. 

·       Strong analytical and problem-solving skills, with the ability to draw insights from complex data sets. 

·       Proficiency in data analysis tools such as Excel, SQL, or other data visualization tools. 

·       Familiarity with CRM systems: Salesforce.com and Gainsight. 

·       Excellent communication skills, with the ability to convey complex information to diverse stakeholders. 

·       Detail-oriented, organized, and able to manage multiple tasks and deadlines. 

·       Customer-centric mindset with a passion for delivering exceptional customer experiences. 

·       Ability to work independently and collaboratively within a team environment. 

·       Knowledge of customer experience methodologies (e.g., NPS, CSAT) 

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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 recruitment@pointclickcare.com should you require any accommodations.

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