Telecommut
You will work across enterprise platforms (Salesforce, Gainsight, Gong, and others), identifying high-value use cases, building and maintaining agentic workflows and automations, and partnering cross-functionally to embed AI into core customer engagement processes. You will use tools like prompt engineering, workflow orchestration platforms (n8n, Make, Zapier), and LLM APIs to build practical solutions — translating business needs into working automations rather than production-grade software.
This role is critical to PointClickCare’s strategy of scaling customer success and support through AI: it provides the hands-on capacity to identify use cases, stand up intelligent workflows, and continuously optimize them based on real performance data — freeing senior technical resources to focus on the most complex engineering challenges.
Key Responsibilities
Identify & Execute AI Use Cases Across the Customer Lifecycle:
- Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency.
- Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows.
- Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering.
- Drive continuous optimization of AI programs based on performance data and customer feedback.
- Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers.
- Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware.
- Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes.
- Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance.
- Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality.
- Build feedback loops to continuously refine deployed AI models and agents based on real-world usage data.
- Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements.
- Instrument AI solutions with performance tracking (latency, success rates, engagement metrics, cost efficiency).
- Help maintain dashboards and reports that show how AI solutions are performing; surface trends and recommendations to leadership
- Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.
- Act as a subject matter expert on AI capabilities within the team — translating technical “agentic” concepts into business value for stakeholders.
- Stay current on emerging AI capabilities, model releases, and agentic frameworks to drive continuous innovation across the team.
Minimum Qualifications
- AI Fluency: A solid understanding of AI/LLM concepts and the ability to translate “agentic” capabilities into practical business outcomes without requiring deep software engineering skills (AI Aptitude)
- Practical experience with workflow automation and orchestration tools (n8n, Make, Zapier, or equivalent) to connect systems and automate processes without writing production code (Workflow Automation)
- Analytical Fluency: Ability to interpret platform telemetry, usage data, and performance dashboards to derive actionable insights and recommendations (Analytics)
- Strategic Communication: Ability to present AI outcomes and program results to internal stakeholders, framing technical capabilities in terms of business value (Communication)
- Judgment about responsible AI deployment — understanding where AI adds value and where human judgment is required, especially in a regulated, customer-trust-sensitive environment (Judgment / Risk)
- Ownership mindset: bias toward execution, comfort with ambiguity, and a track record of following through on initiatives end-to-end (Ownership)
- Experience with CRM or Customer Success platforms (Salesforce, Gainsight, or similar) (Systems Knowledge)
- Ability to work collaboratively across teams and influence without authority (Collaboration)
- Bachelor’s degree, or equivalent combination of education and relevant experience (Education)
- 2-4 years in Customer Success, Professional Services, support operations, or a similar customer-facing role at a SaaS or technology company (Experience)
- Direct experience in a healthcare, regulated, or enterprise B2B SaaS environment with comparable scale and complexity
- Hands-on experience with prompt engineering, building automations, or configuring an AI agent in a work or personal context
- Experience integrating enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs or webhooks
- Familiarity with reporting tools such as Salesforce reports, Power BI, Tableau, or Gainsight dashboards
- Prior experience writing process documentation, runbooks, or playbooks for cross-functional teams
- Experience navigating compliance, privacy, or regulatory constraints (HIPAA, SOC 2, or similar)
- Industry domain expertise in healthcare; familiarity with EHR ecosystems, HL7/FHIR, or clinical data workflows
- Experience contributing to cross-functional projects spanning Customer Success, Product, Engineering, and Operations teams
- Coursework, certification, or self-directed learning in AI, data analytics, prompt engineering, or related technical fields
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $81,000-$90,000 (Overtime Non Eligible)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
