Position Summary:
The Professional Services Manager will lead the project management team responsible for the effective delivery of software solutions and services to customers within the Long-Term and Post-Acute Care markets. This role maintains a strong focus on high-quality, efficient, and profitable delivery, while building lasting customer relationships and enabling teams to deliver strong outcomes.
This role requires a forward-looking leader with strong AI fluency who can leverage emerging capabilities to improve delivery quality, speed, and customer outcomes. The ideal candidate brings proven experience leading transformation initiatives, including redesigning processes, tools, and operating models to enable scalable and consistent delivery.
Reporting to the Director, Professional Services, this role leads a primarily remote team supporting US and Canadian customers. The Manager will act as a change agent and thought leader, fostering a high-performing and collaborative team environment while driving innovation and continuous improvement across service delivery.
Key Responsibilities
- Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction
- Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes
- Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships
- Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices
- Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making
- Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities
- Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo
- Support and develop direct reports through coaching, feedback, and career development planning
- Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement
- Align team goals with organizational priorities to drive performance and outcomes
- Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction
- Manage department and individual KPIs, including revenue, portfolio health, and utilization
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 remote team, including recruiting, training, staffing, and performance management
- Strong operational management, project management, consulting, and process improvement skills
- Proven experience leading or contributing to transformation initiatives, including process redesign and operating model evolution
- Strong AI fluency, with experience applying AI tools or capabilities to enhance delivery, decision-making, or operational efficiency
- Recognized for innovative leadership, with a track record of introducing new ideas or solutions that improve outcomes
- Strong thought leadership skills, with the ability to influence stakeholders and guide teams through change
- Experience with change management and ability to navigate evolving priorities
- Experience with PointClickCare or similar EHR platforms, preferably within healthcare or LTPAC
- Experience supporting the sales of Professional Services, including SOW development and large-scale proposals
- Proven ability to manage ambiguity and solve complex problems
- Experience in fast-paced environments managing multiple priorities
- Strong communication, presentation, and team leadership skills
- Demonstrated success delivering enterprise-level projects
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada 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 Canada 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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