(US) Manager, Professional Services

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

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 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 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

At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadaian base salary range for this position is $130,000 - $145,000 + bonus + 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 Canadian 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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PointClickCare Benefits & Perks:

Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!

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. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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