Manager, Professional Services

Summary

Join PointClickCare as a Professional Services Manager and lead a team of Clinical/Pharmacy Software Implementation Consultants, ensuring the successful delivery of software solutions to customers in the Long-Term and Post-Acute Care (LTPAC) markets. This role involves managing a remote team, driving innovation, and fostering strong customer relationships. You will be responsible for defining and measuring team performance, developing and motivating the team, and ensuring high-quality delivery of services. The ideal candidate will have demonstrated management experience in an enterprise software environment, preferably SaaS, and a strong understanding of PointClickCare's clinical/pharmacy solutions and the LTPAC landscape.

Requirements

• Undergraduate degree or equivalent work experience (preferred)
• 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
• 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

• Define and measure team performance against set objectives
• Develop and motivate a skilled delivery and consulting team
• Ensure successful delivery of all services engagements with a high degree of quality and customer satisfaction
• Manage and grow revenue and increase value contribution through effective utilization of resources
• Drive innovation, continuous improvement and guide the strategic direction of the consulting team
• Contribute to the strategic direction of the team through continuous improvements and proactively identifying areas for innovation to help drive significant and sustained growth
• Optimize team workflows to drive quality and efficiency
• Maintain working knowledge of the PointClickCare clinical/pharmacy solutions, industry trends and delivery methodologies
• Foster strong customer and partner relationships to drive delivery excellence, managing feedback and escalations, as needed
• Collaborate with internal stakeholders to identify and execute business growth strategies, develop hiring plans and develop supporting practices to drive product adoption
• Partner with the Services Pre-Sales Team to complete statements of work, showcasing the value of our services team and sharing measurable outcomes
• Facilitate cross-functional collaboration to ensure quality, scalability and efficiency
• Contribute to the Professional Services strategy for growth and participate actively in team and management strategy sessions
• Conduct performance evaluations, identify development opportunities and mentor the team
• Ensure resources availability, in collaboration with the Resource Management Office, to support forecasted/planned organizational delivery expectations

Preferred Qualifications

• Knowledge of PointClickCare’s clinical/pharmacy solutions and the LTPAC landscape is an asset
• Experience in the planning and implementation of PointClickCare and/or EHR equivalent software; strong preference for experience in Healthcare (preferably LTPAC)

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!