[Remote] (US) Manager, Professional Services at PointClickCare

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Long-Term Care, Post-Acute Care, Software ServicesIndustries

Requirements

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)

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

Skills

Key technologies and capabilities for this role

Project ManagementTeam LeadershipCustomer Relationship ManagementRisk ManagementService DeliveryProcess ImprovementOperational ExcellenceTalent ManagementCross-Functional Collaboration

Questions & Answers

Common questions about this position

Is this position remote or does it require office work?

This position will primarily work remotely out of their home office and could include travel up to 25% of the time. The manager will lead a team that is primarily remote supporting both US and Canadian customers.

What are the key skills required for the Professional Services Manager role?

Strong team management, leadership skills, and talent management are key attributes. The role requires expertise in project management, service delivery processes, customer relationship building, and driving operational excellence.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the team structure look like for this position?

The role reports directly to the VP, Professional Services and manages a primarily remote team supporting US and Canadian customers. It involves leading the project management team and collaborating with cross-functional teams like delivery and sales.

What makes a strong candidate for this Professional Services Manager position?

Ideal candidates have strong team management, leadership, and talent management skills, with experience in project management, customer relationships, and driving business growth. They should excel in coaching direct reports, implementing best practices, and fostering teamwork and collaboration.

PointClickCare

Cloud-based EHR solutions for senior care

About PointClickCare

PointClickCare provides cloud-based software solutions specifically designed for the senior care sector, including skilled nursing facilities, senior living communities, and home health agencies. Its main product, Harmony, is an integrated care coordination platform that helps manage patient transitions from hospitals to post-acute care facilities. Harmony allows healthcare providers to exchange clinical data, which improves care coordination and patient outcomes by offering real-time insights and analytics. Unlike many competitors, PointClickCare's platform integrates with other healthcare systems, enhancing data exchange and interoperability. The company's goal is to improve operational efficiency and quality of care for senior care providers through its subscription-based model, which also includes training, support, and consulting services.

Mississauga, CanadaHeadquarters

2000Year Founded

$220MTotal Funding

GRANTCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Competitive financial rewards & equity potential

Comprehensive benefits available from day 1

Midweek mingles with free lunch

Wellness spending account

Retirement savings plan with employer match

Flexible PTO

Hybrid work models

Parental leave

Family planning support

Training & development programs

Corporate discounts program

Summer half-day Fridays

Health & wellness programs

Risks

Integration with Angel Care Medical may face inventory and billing challenges.

Real-time lab result integration with Sensiva Health raises data privacy concerns.

California network expansion may lead to increased regulatory scrutiny and compliance needs.

Differentiation

PointClickCare offers a comprehensive EHR platform for post-acute care providers.

Harmony platform improves patient transitions between acute and post-acute care facilities.

Largest post-acute care data cloud provides real-time insights for informed decision-making.

Upsides

Partnership with Kno2 enhances nationwide data exchange and interoperability.

Integration with FeelBetter optimizes workflows and increases efficiencies in medication management.

Mealtime Solutions streamlines dietary management, improving resident satisfaction and efficiency.

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