Manager, Professional Services

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 VP, 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.

Key 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

Required Experience

• 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
• 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

$122,700 - $132,000 a year 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.

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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