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(US) Manager, Professional Services

PointClickCare

PointClickCare

Sales & Business Development
United States · Remote
Posted on Tuesday, June 18, 2024
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. They will be responsible for managing a high performing, enthusiastic team of diverse consulting professionals. This management role will oversee a team of Clinical/Pharmacy Software Implementation Consultants supporting multiple service engagements, with a focus on delivering value-add services and high-quality customer experiences. They will be accountable for the operation, management, leadership, and development of the Clinical/Pharmacy Consulting Team. In addition, the Professional Services Manager will work cross functionally to innovate and evolve methods and practices to drive operational excellence.
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 and for cross functional leadership meetings when needed (up to 50%).
The Professional Services Manager will report to the Director, Professional Services.
The Role:
The Professional Services Manager is an experienced implementation leader responsible for a passionate, high-performing team of diverse Clinical/Pharmacy Solution Services Consultants. This role will ensure effective, efficient and high-quality delivery of software solutions to customers within the Long-Term and Post-Acute Care (LTPAC) markets.
Who you’ll work with:
This is a pivotal leadership role and will oversee a team of clinical/pharmacy consultants supporting a wide array of service engagements, with a focus on delivering an exceptional customer experience and value while prioritizing organizational initiatives. In addition, the Professional Services Manager works cross functionally with the project management, product, sales, customer support and success teams to ensure we offer an end-to-end client experience that drives significant value for our customer base.

Key Responsibilities:

  • Define and measure team performance against set objectives
  • Develop and motivate a skilled delivery and consulting team
  • Ensure successful delivery of all services engagements with a high degree of quality and customer satisfaction
  • Manage and grow revenue and increase value contribution through effective utilization of resources
  • Drive innovation, continuous improvement and guide the strategic direction of the consulting team
  • Contribute to the strategic direction of the team through continuous improvements and proactively identifying areas for innovation to help drive significant and sustained growth
  • Optimize team workflows to drive quality and efficiency
  • Maintain working knowledge of the PointClickCare clinical/pharmacy solutions, industry trends and delivery methodologies
  • Foster strong customer and partner relationships to drive delivery excellence, managing feedback and escalations, as needed
  • Collaborate with internal stakeholders to identify and execute business growth strategies, develop hiring plans and develop supporting practices to drive product adoption
  • Partner with the Services Pre-Sales Team to complete statements of work, showcasing the value of our services team and sharing measurable outcomes
  • Facilitate cross-functional collaboration to ensure quality, scalability and efficiency
  • Contribute to the Professional Services strategy for growth and participate actively in team and management strategy sessions
  • Conduct performance evaluations, identify development opportunities and mentor the team
  • Ensure resources availability, in collaboration with the Resource Management Office, to support forecasted/planned organizational delivery expectations

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
  • Knowledge of PointClickCare’s clinical/pharmacy solutions and the LTPAC landscape is an asset
  • 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
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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