Manager, Professional Services

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November 12

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PointClickCare

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Healthcare Insurance • SaaS • Enterprise

PointClickCare is a cloud-based software provider focused on improving care collaboration and financial health in the healthcare industry. The company offers a comprehensive platform that connects care teams with important data, allowing for seamless care transitions and better patient outcomes. By streamlining operations for skilled nursing facilities, senior living communities, and other healthcare providers, PointClickCare helps reduce inefficiencies, manage medication orders, ensure compliance, and improve financial performance. PointClickCare also fosters innovation and quality improvements in healthcare through integrated care coordination and actionable insights across data silos.

1001 - 5000 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 Secondary Market on 2022-03

📋 Description

• 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

🎯 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 (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

🏖️ Benefits

• bonus • equity • benefits