Director of Customer Support

1 week ago

Canada Intrahealth, a HEALWELL AI Company Full time

TSX:
AIDX), is an enterprise class EHR provider supporting approximately 20,000 providers and the care delivery of tens of millions of patients and clients across Canada, Australia and New Zealand.

Intrahealth provides a suite of flexible software solutions to a wide variety of customers including health authorities, hospitals, public health outpatient centres, community health, home care, ambulatory care and diverse health care professionals.

Intrahealth is looking for a high-energy Director of Professional Services.

The Director of Professional Services is responsible for leading the professional services team, ensuring the successful delivery of consulting, implementation, and training services for our software products.

This role focuses on customer satisfaction, team efficiency, and the continuous improvement of service delivery processes.

Our ideal candidate will possess excellent writing and presentation skills, strong attention to detail, and the ability to work collaboratively with cross-functional teams to deliver high-quality projects within tight deadlines.

Lead, manage and develop a team of Implementation Consultants, Project Managers and Business Analysts.
Ensure high-quality delivery of professional services, adhering to project timelines, budgets, and client expectations.
Oversee the implementation and management of service delivery processes, tools, and best practices.
Build and maintain strong relationships with key clients, acting as a point of escalation for professional services issues.
Develop and execute the professional services strategy in alignment with overall company goals and objectives.
Develop and manage the professional services budget, ensuring cost-effective delivery of services.
Recruit, train, and mentor professional services staff, fostering their professional growth and development.
Conduct performance evaluations, providing feedback and coaching to improve individual and team performance.
Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field (Master's degree preferred).
~7+ years of experience in professional services or consulting management.
~ Proven track record of leading and managing distributed and diverse teams.
~ Experience in managing client relationships and delivering exceptional customer service.
~ Strong ability to articulate technical concepts to non-technical stakeholders effectively.
~ Highly organized and able to manage multiple priorities and deadlines effectively.
~ Strong technical background with proficiency in healthcare software (EMR or EHR).

Intrahealth is committed to supporting a diverse, inclusive, and accessible workplace.

We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective.

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