Manager, Professional Services
PointClickCare
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $134,900 - $145,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementprocess improvementchange managementcustomer serviceenterprise softwareSaaSPointClickCareEHRproposal developmentKPI management
Soft skills
leadershipcoachingcommunicationteam buildingproblem-solvingcustomer relationship managementperformance managementadaptabilityemployee engagementstrategic planning
Certifications
undergraduate degree