Manager, Professional Services

About PointClickCare

PointClickCare is a prominent health technology firm dedicated to enhancing care delivery by empowering healthcare providers. As a founder-led and privately held company, it supports over 30,000 provider organizations in long-term and post-acute care markets, featuring the largest dataset and a marketplace with more than 400 integrated partners. The company continually invests a substantial share of revenues into research and development, fostering employee innovation and growth while promoting flexibility and meaningful work culture recognized nationally.

Role Overview

The Professional Services Manager will spearhead a team of Clinical/Pharmacy Software Implementation Consultants delivering software solutions to customers in the long-term and post-acute care sectors across the U.S. and Canada. This leadership role involves managing a remote, diverse team to ensure quality, efficient, and profitable service delivery while driving operational excellence and innovation.

Responsibilities

• Lead and assess team performance against defined goals.
• Build, inspire, and develop a high-performing consulting and delivery team.
• Oversee successful, high-quality delivery of all service engagements that maximize customer satisfaction.
• Manage team resources to grow revenue and enhance value contributions.
• Drive continuous improvement and strategic progression within the team.
• Implement process optimizations to enhance workflow efficiency and quality.
• Maintain thorough knowledge of PointClickCare clinical/pharmacy solutions, industry trends, and delivery methodologies.
• Establish strong customer and partner relations, handle feedback and resolve escalations.
• Collaborate with internal teams like project management, product, sales, and customer support to deliver seamless client experiences and promote product adoption.
• Develop statements of work and support the pre-sales team in showcasing services value.
• Engage in strategic discussions to foster team growth and contribute to overall Professional Services strategy.
• Conduct performance reviews, provide mentorship, and manage resource availability with the Resource Management Office.

Qualifications

• Undergraduate degree or equivalent relevant experience preferred.
• Proven leadership in enterprise software settings, ideally in SaaS environments.
• Extensive customer-facing management experience in professional services, consulting, or related roles.
• Experience leading remote, diverse teams including recruitment, training, staffing, and performance management.
• Familiarity with PointClickCare’s clinical/pharmacy products and the long-term care market is advantageous.
• Strong operational, project management, consulting, and process improvement capabilities.
• Skilled in change management and resilient to strategic shifts.
• Experience implementing PointClickCare or equivalent EHR software solutions, preferably in healthcare LTPAC.
• Expertise in professional services sales support, including drafting statements of work and handling RFI, RFQ, and RFP processes.
• Ability to navigate ambiguity and solve complex problems efficiently.
• Demonstrated success managing multiple projects and thriving in dynamic environments.
• Excellent presentation, customer service, and team-building skills.
• A proven history of successful enterprise project deliveries.

Additional Information

This role is primarily remote with the requirement to travel to offices in Mississauga or Salt Lake City for onboarding, team events, and meetings. Travel to client sites and leadership meetings may be required up to 50% of the time.

Compensation & Benefits

The estimated annual base salary ranges from $130,000 to $145,000 CAD, supplemented by bonuses and benefits. Compensation is aligned with skills, experience, and location. Benefits include immediate eligibility for retirement plan matching, flexible paid time off, wellness programs, parental and caregiver leaves, fertility and adoption support, ongoing professional development, employee assistance programs, and inclusion communities.

Equal Opportunity and Hiring Practices

PointClickCare is committed to equal employment opportunities without discrimination. Accommodations are made available throughout hiring. The company integrates AI tools to assist in candidate screening while ensuring human oversight for all hiring decisions. Candidates' data are securely handled in compliance with privacy policies.

Expectations

Employees must adhere to information security policies to protect sensitive data. This role requires commitment to quality, collaboration, and continuous enhancement of professional services within the healthcare technology domain.