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.
**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
