Position Summary:
The Professional Services Manager will lead the project management team responsible for the effective delivery of software solutions and services to customers within the Long-Term and Post-Acute Care (LTPAC) markets, keeping a constant focus on providing high quality, efficient and profitable delivery of Professional Services. The PS Manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and leading the service team members to deliver the best possible result through fostering an environment of teamwork and collaboration.
A key objective of this role is to grow and mature our Professional Services business as we continue to scale to meet our clients' needs. You will be working closely with cross functional teams, and driving standards, processes, and continuous service improvement. Working in partnership with our delivery and sales teams, you will be a part of the continued growth of professional services within new and existing client organizations.
Reporting directly to the Director, Professional Services you will manage a team that is primarily remote supporting both US and Canadian customers. The manager will lead team members, build relationships with customers, and collaborate with cross functional internal teams to drive operational excellence. Strong team management, leadership skills, and talent management will be key attributes of our ideal candidate. This position will primarily work remotely out of their home office and could include travel up to 25% of the time.
Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction
Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes
Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships
Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices
Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making
Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities
Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo
Support and develop direct reports through coaching, feedback, and career development planning
Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement
Align team goals with organizational priorities to drive performance and outcomes
Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction
Manage department and individual KPIs, including revenue, portfolio health, and utilization
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 remote team, including recruiting, training, staffing, and performance management
Strong operational management, project management, consulting, and process improvement skills
Proven experience leading or contributing to transformation initiatives, including process redesign and operating model evolution
Strong AI fluency, with experience applying AI tools or capabilities to enhance delivery, decision-making, or operational efficiency
Recognized for innovative leadership, with a track record of introducing new ideas or solutions that improve outcomes
Strong thought leadership skills, with the ability to influence stakeholders and guide teams through change
Experience with change management and ability to navigate evolving priorities
Experience with PointClickCare or similar EHR platforms, preferably within healthcare or LTPAC
Experience supporting the sales of Professional Services, including SOW development and large-scale proposals
Proven ability to manage ambiguity and solve complex problems
Experience in fast-paced environments managing multiple priorities
Strong communication, presentation, and team leadership skills
Demonstrated success delivering enterprise-level projects
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $122,700 - $132,000 + bonus + equity + 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 Canada 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.
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