Manager Professional Services Consulting bei PointClickCare

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 value-add 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 value-add 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 go-live 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, end-user experiences, costs, and accelerate organizational performance

·         Develop solutions to optimize team workflows and improve team efficiency through process improvement, governance, compliance, and tools

·         Facilitate cross-functional 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 performance evaluations, assess training and development opportunities, and mentor team through formal and informal channels

·         Ensure adequate resources are available, in collaboration with the Resource Manager, to support forecasted/planned organizational delivery expectations

·         Provide leadership, coaching, governance and support, help set direction and oversee all employee activities

·         Work with team in managing project risk and client escalation, enforcing implementation of best practices and drive successful delivery of solutions

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

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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