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Manager

3 months ago

Mississauga, Ontario, Canada PointClickCare Full time
For more than 20 years, PointClickCare has been the backbone of senior care.

We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.


With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:

  • The Professional Services manager will lead an implementation team responsible for the effective delivery of software solutions 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, and managing a high performing, enthusiastic team of diverse clinical and financial professionals. This management role will oversee a team of software implementation specialists supporting multiple service engagements, with a focus to deliver valueadd services to our customers. You will be accountable for the operation, management, leadership, and development of the Professional Services, Practice Delivery Team. In addition, the Professional Services manager will deliver innovative methods to enhance the customer experience while developing and ensuring operational efficiencies.


The Professional Services manager will primarily work remotely from a home office and will manage a remote team responsible for supporting both our U.S.

and Canadian customers. You may be required to travel to client locations when needed (up to 50%).

The Professional Services manager will report to the Director of Professional Services.

The Role:

  • The Professional Services manager is an experienced implementation leader with a successful record that will lead the Professional Services Practice Delivery Consulting team. Including the effective delivery of software solutions 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, and managing a high performing, enthusiastic team of diverse clinical and financial training professionals.

Who you'll work with:

  • This is a pivotal leadership role and will oversee multiple service engagements at a time, with a focus to deliver valueadd services to our customers. You will be accountable for the operation, management, leadership, and development of the Consulting Team. In addition, the Professional Services manager will deliver innovative methods to enhance the customer implementation experience while developing and ensuring operational efficiencies. Strong team management, leadership skills, and human resource/people management skills will be key attributes of the right individual.

Key Responsibilities:

  • Define, measure & assess team's performance against specific target objectives
  • Motivate and develop an assigned team of highly skilled delivery and consulting professionals
  • Lead the team, ensuring successful delivery of all services engagements with high degree of customer satisfaction
  • Manage and grow revenue and increase value contribution through effective utilization of resources
  • Contribute to the strategic direction of the Team through continuous improvements and proactively identifying areas for innovation to help drive significant and sustained growth
  • Maintain working knowledge of PointClickCare solutions and associated implementation approaches and methodologies
  • Manage professional services engagements and take ownership of deliverables to ensure quality implementations through the phases of project consultation, configuration, testing, training, deployment and post golive support as necessary
  • 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 drive product adoption
  • Support the presales team by representing professional services in customer meetings and showcasing value proposition, key customer benefits, and team success stories
  • Manage and support customer escalations, directing and engaging other teams, as required
  • Facilitate and enhance departmental processes and procedures to improve efficiencies, enduser experiences, costs, and accelerate organizational performance
  • Develop solutions to optimize team workflows and improve team efficiency through process improvement, governance, compliance, and tools
  • Facilitate crossfunctional collaboration to ensure quality, service, and efficiency
  • Contribute to the department's strategy for growth and participate actively in team and management strategy sessions
  • Conduct effective performanc