PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.
At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
Join us and be part of a team that is making a real impact.
To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
Job Summary:
The Senior Market Research Manager at PointClickCare develops and amplifies voice of the customer insights and is responsible for translating complex business objectives to multi-faceted learning plans and delivering actionable insights that further a customer-centric culture. In this role, you will be the market research subject matter expert responsible for applying qualitative and quantitative techniques, interpreting data, defining business implications and partnering across the organization to action the insights. This highly collaborative position provides direction to internal and external research partners overseeing multiple, concurrent product development, go-to-market and customer experience initiatives while coordinating efforts with cross-functional partners across Marketing, Strategy, Product, Sales, Professional Services, Support and Customer Success.
This role supports our Acute & Payer business tackling challenges head-on to facilitate the shift to value-based care and deliver innovative solutions that bridge previously siloed care environments. By expanding our real-time care collaboration network, we empower Providers, Health Plans and ACOs to improve transitional care management outcomes across care settings.
Key Responsibilities:
- Promote a customer-centric mindset across the organization, championing voice of customer and primary research capabilities, informing the development lifecycle of new products and product enhancements based on customer needs
- Navigate and influence leaders across various functions to inform and align strategies and drive action to improve business performance
- Focusing on the most complex and critical business questions, consult with business leaders to define and execute learning plans, co-creating innovative research approaches to deliver actionable insights that maximize product market fit and overall portfolio value in support of business goals based on in-depth evaluation across multiple data sources utilizing advanced analytics.
- Manage the end-to-end research process utilizing a wide range of internal and external research methods and partners.
- Manages budget, and selection and evaluation of external partners.
- Collecting, interpreting and disseminating insights that will directly impact customer experience short-term by providing feedback and guidance on product, go-to-market and support decisions
- Partner with Product Marketing to share insights that help enable more impactful messaging and positioning of the portfolio across the customer lifecycle
- Produce quarterly report/briefing to showcase where the industry is going and what the market demands
- Actively contribute to the VoC Community of Practice; designing and aligning programmatic insight solutions, research processes, and insight repositories
- Mentor Research Managers/Analysts, reviewing the analyses and reports of others to ensure accuracy, logic and value-add
Qualifications & Skills:
- 8 years hands-on experience within the marketing research and consumer insights industry, collecting and analyzing data, reporting and presenting findings relating to the healthcare technology industry.
- Experience with a wide array of new product, brand, advertising and customer segmentation research methodologies
- Advanced analytical skills, including experience with statistical modeling and ability to integrate disparate data sources
- Advanced storytelling and presentation skills; ability to translate complex concepts and methodologies into easily understood language
- Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
- Expertise with Excel, PowerPoint, and PowerBI
- Highly motivated, results-driven person, who works effectively in a collaborative, fast-paced environment with a strong ability to mentor team members
- Bachelors or advanced degree in business, mathematics, or the sciences
Preferred Experience:
- Deep understanding of the healthcare industry/sector including hospitals, health systems, health plans and value-based care.
- Previous experience working successfully in a SaaS organization