Customer Evidence Marketing Manager

About the role

At PointClickCare, we are looking for a Customer Evidence Marketing Manager to lead the development and execution of our customer advocacy and evidence strategy. This role is essential in creating compelling stories and marketing assets that showcase the success and impact of our products on customer organizations. The ideal candidate will work collaboratively with sales, marketing, product, and customer success teams to build a program that highlights customer achievements, supports revenue growth, and reduces churn. This position offers an to influence how we communicate our value and foster long-term customer relationships within the healthcare technology industry. The role involves managing multiple stakeholder relationships, developing strategic content, and ensuring that customer success stories are effectively leveraged across various channels to support business objectives.

Key facts

What you'll do

• Develop and execute a comprehensive customer evidence marketing strategy aligned with overall business goals.
• Build and nurture customer advocacy programs that span both the Senior Care and Acute & Payer segments.
• Identify key customer success stories, testimonials, and case studies that demonstrate the value of PointClickCare's solutions.
• Collaborate with sales, marketing, and product teams to gather, develop, and promote customer references and success stories.
• Create a variety of marketing assets such as written case studies, video testimonials, and presentation materials that highlight customer impact.
• Support upsell initiatives by leveraging customer success stories to influence decision-makers and demonstrate ongoing value.
• Drive initiatives aimed at reducing customer churn by showcasing satisfaction, loyalty, and positive outcomes.
• Engage with stakeholders across different business units to promote best practices in collecting, managing, and utilizing customer evidence.
• Manage relationships with key customers to facilitate advocacy opportunities, including testimonials, references, and speaking engagements.
• Measure the effectiveness of customer evidence campaigns through KPIs, feedback, and ROI analysis, and adjust strategies accordingly.
• Stay informed about industry trends, competitors, and emerging best practices in customer advocacy and evidence marketing.
• Coordinate with internal teams to ensure consistency in messaging and alignment with overall branding and marketing strategies.
• Support the creation and distribution of marketing collateral that emphasizes customer success and impact metrics.
• Assist in training and guiding internal teams on how to effectively customer evidence in their sales and marketing efforts.
• Participate in industry events, conferences, and customer meetings to gather insights and promote customer success stories.
• Maintain a centralized database of customer references, testimonials, and case studies for easy access and ongoing use.
• Collaborate with external agencies or partners as needed to produce high-quality marketing assets.
• Ensure compliance with privacy and confidentiality standards when sharing customer information.
• Contribute to the continuous improvement of customer advocacy processes and tools to maximize efficiency and impact.

Requirements

• Proven experience in B2B marketing, customer advocacy, or related roles within healthcare technology or SaaS industries.
• Strong storytelling skills with the ability to craft compelling narratives from customer data and experiences.
• Excellent project management skills, with the ability to handle multiple initiatives simultaneously and meet deadlines.
• Experience in developing various marketing assets such as case studies, testimonials, videos, and presentations.
• Ability to work collaboratively across diverse teams and influence stakeholders at different levels of the organization.
• Familiarity with healthcare technology or health tech platforms is preferred, but not mandatory.
• Strong written and verbal communication skills, with an eye for detail and accuracy.
• Analytical skills to assess campaign performance, gather insights, and optimize strategies.
• Knowledge of customer relationship management (CRM) tools and marketing automation platforms is advantageous.
• Ability to manage relationships with external customers and internal teams effectively.
• Experience in managing sensitive customer information with confidentiality and compliance.
• A proactive attitude with a focus on continuous improvement and innovation in customer advocacy.

Nice to have

• Previous experience working within the healthcare industry, particularly in long-term and post-acute care sectors.
• Familiarity with AI-driven marketing tools and strategies.
• Understanding of the healthcare provider landscape and key industry stakeholders.
• Experience working with complex organizations and managing stakeholder expectations.
• Knowledge of the regulatory environment related to customer data sharing and privacy standards.
• Ability to influence and motivate internal teams and external customers to participate in advocacy programs.

Skills & tools

• Excellent storytelling and content creation skills.
• Strong project management and organizational abilities.
• Familiarity with CRM and marketing automation tools.
• Data analysis and reporting skills to evaluate campaign success.
• Effective interpersonal and stakeholder engagement skills.
• Ability to adapt messaging for different audiences and channels.
• Proficiency in Microsoft Office Suite, especially Word, PowerPoint, and Excel.
• Experience with video editing or multimedia content creation is a plus.

Practical notes

• This role is based on-site in Mississauga; candidates should be prepared for regular in-person collaboration and stakeholder engagement.
• The position involves working closely with sales, marketing, product, and customer success teams to develop and promote customer evidence.
• Occasional travel may be required to customer sites, industry events, or internal meetings.
• Candidates should have a passion for healthcare innovation, customer-centric marketing, and storytelling.
• The role offers an opportunity to make a meaningful impact by showcasing how PointClickCare's solutions improve healthcare outcomes.
• The successful candidate will be proactive, detail-oriented, and capable of managing multiple projects in a fast-paced environment.
• Familiarity with healthcare industry regulations and privacy standards is advantageous to ensure compliance when sharing customer information.