(Canada) Manager, Professional Services

About the role

In this pivotal leadership role, you will be responsible for managing a remote team of Clinical and Pharmacy Implementation Consultants dedicated to providing software solutions tailored for the Long-Term and Post-Acute Care sectors. Your primary focus will be on fostering operational excellence and nurturing team development while ensuring that our clients receive exceptional service across both Canada and the United States.

Key facts

What you'll do

• Lead and inspire a diverse team of high-performing consultants, providing mentorship and performance evaluations to enhance their professional growth.
• Oversee service delivery processes to guarantee customer satisfaction and the successful completion of projects.
• Collaborate closely with various internal teams, including sales, product management, and project management, to promote growth and facilitate product adoption.
• Streamline team workflows and implement process enhancements to boost operational efficiency.
• Work in partnership with the Pre-Sales team to create comprehensive statements of work, pricing structures, and formal proposals for clients.
• Monitor resource availability and ensure that team performance aligns with strategic goals and objectives.
• Stay informed about clinical and pharmacy software solutions as well as industry trends to maintain a competitive edge.
• Develop and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded throughout the project lifecycle.
• Analyze project outcomes and client feedback to identify areas for improvement and implement necessary changes.
• Facilitate training sessions and workshops to enhance team skills and knowledge in relevant software solutions.
• Engage in regular communication with stakeholders to provide updates on project status and address any concerns that may arise.
• Contribute to the overall strategic direction of the Professional Services team by providing insights and recommendations based on industry best practices.

Requirements

• A bachelor's degree or equivalent professional experience is required.
• Proven management experience in an enterprise software or Software as a Service (SaaS) environment is essential.
• A solid background in customer-facing roles, particularly in consulting or professional services, is necessary.
• Experience in managing remote teams, including responsibilities for staffing, training, and performance management, is crucial.
• Strong proficiency in change management and the ability to adapt to evolving strategic objectives is expected.
• Willingness to travel up to 50% for client meetings and leadership gatherings is required.
• Excellent project management and problem-solving skills in dynamic environments are essential.
• Familiarity with large-scale proposal development processes, including Requests for Information (RFI), Requests for Quotation (RFQ), and Requests for Proposal (RFP), is important.
• A demonstrated history of successfully delivering enterprise-level projects is necessary.

Nice to have

• Knowledge of PointClickCare's clinical or pharmacy solutions would be advantageous.
• Experience working within the Long-Term and Post-Acute Care (LTPAC) sector is a plus.
• Familiarity with Electronic Health Record (EHR) implementation processes would be beneficial.

Skills & tools

• Strong leadership and team management skills.
• Proficient in project management software and tools.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Knowledge of industry regulations and compliance standards.
• Familiarity with AI tools for candidate screening and assessment.

Practical notes

• This position is remote; however, candidates must reside within a reasonable commuting distance to the Mississauga office for occasional team meetings and events.
• The benefits package includes retirement plan matching, flexible paid time off, wellness programs, and parental leave, effective from the first day of employment.
• PointClickCare employs AI tools for the screening and assessment of candidates to streamline the hiring process.
• All employees are required to adhere to the company's information security policies to protect sensitive data.
• Accommodations are available for candidates who request them during the application process.

About the company

, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. 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.