Manager, Professional Services

Summary

Join PointClickCare as a Professional Services Manager and lead a team delivering software solutions to Long-Term and Post-Acute Care (LTPAC) markets. You will focus on high-quality, efficient, and profitable service delivery, building strong customer relationships, and fostering teamwork. A key objective is growing the Professional Services business. You'll collaborate with cross-functional teams, drive service improvements, and work with sales to expand into new and existing clients. Reporting to the VP, Professional Services, you'll manage a primarily remote team supporting US and Canadian customers. Strong leadership, team management, and talent management skills are essential. This primarily remote position may involve up to 25% travel.

Requirements

• Undergraduate degree or equivalent work experience
• Demonstrated management experience in an enterprise software environment (preferably SaaS)
• Demonstrated ability and experience in customer-facing positions (professional services, consulting, management)
• Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management
• Strong operational management, project management, consulting, and process improvement skills
• Experience with change management principles and resilience to adapt with pivots in strategies and goals
• Experience in the planning and implementation of PointClickCare and/or EHR equivalent software; strong preference for experience in Healthcare (preferably LTPAC)
• Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and large-scale proposal development including but not limited to RFI, RFQ and RFPs
• Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations
• Demonstrated experience succeeding in a fast-paced environment and managing multiple projects simultaneously
• Excellent presentation skills, customer service, team building skills
• Proven track record of successful delivery of enterprise projects

Responsibilities

• Lead the team, ensuring successful delivery of all services engagements with high degree of quality and customer satisfaction
• Work with the team in managing project risk and client escalation, enforcing implementation of best practices and driving successful delivery of solutions
• Collaborate with customer care and other internal stakeholder teams to develop strong customer and partner relationships
• Identify, and execute business growth strategies, develop hiring plans and develop supporting practices to drive project success
• Support and guide direct reports in personal and career development by providing regular feedback, coaching and guidance and encouraging direct reports to take ownership of their personal career path
• Utilize, establish, and enhance existing Project Management and Service Delivery processes, in conjunction with the PS methodology - influence and provide continuous improvement - bring best practice and personal experience and expertise to improve, deploy, and increase quality of PS delivered services
• Hire, lead and mentor staff by setting performance expectations, monitoring performance and fostering employee engagement
• Establish and align team to individual goals and corporate business objectives to drive success in the role and to support organizational performance
• Monitor and audit project work and customer experience to ensure the quality, efficiency and customer satisfaction is delivered at the highest standard
• Monitor and manage department and individual KPI’s, including revenue, project portfolio health and billable utilization of the team

Benefits

• Bonus
• Equity
• Benefits