Own end-to-end service delivery from Sales handoff through project closure and transition to Customer Success and Support
Define and improve delivery metrics, including project health, time-to-value, customer satisfaction (CSAT/CES) and solution adoption
Champion responsible AI adoption, leveraging approved tools and agents to improve productivity, insights and customer outcomes
Evolve scalable delivery methodologies, governance and escalation models
Act as executive sponsor for high-risk or high-visibility projects and/or programs
Own performance against net new subscription revenue, professional services revenue and backlog conversion targets
Drive predictable execution through forecasting discipline, capacity planning, and portfolio management
Oversee the engagement with Finance to ensure accurate billing and timely revenue recognition
Own forecasting accuracy and services capacity modeling
Influence PS packaging and pricing strategy in partnership with Sales, Revenue Operations and Finance
Lead, coach, and develop a high-performing leadership team of Managers and Senior Managers, fostering accountability and growth
Build scalable talent strategies including hiring, onboarding, performance management, and career progression
Champion a people-first, inclusive culture that balances execution excellence with employee engagement and retention
Establish clear expectations, measurable outcomes, and consistent feedback loops across the organization
Establishes OKRs aligned to company and team strategic direction, customer feedback, challenges, and requirements
Drive enterprise alignment across Sales, Product, Market Leaders, Customer Success, and Support, influencing prioritization, roadmap decisions, and go to market motions through delivery insights
Act as a trusted advisor to Professional Services leadership, elevating delivery insights into enterprise decision-making
Lead large scale transformation initiatives that scale delivery, including PSA tooling modernization, standardized reporting, and AI-enabled practices
Use data and customer feedback to continuously improve delivery effectiveness and customer experience
Ensure delivery evolves with PointClickCare’s growth, product expansion, and customer complexity

Requirements

10+ years of progressive experience in Professional Services, Consulting, Implementation, or Customer Delivery within a SaaS or healthcare technology environment
7+ years of leadership experience, preferably in Healthcare SaaS or at an EHR/EMR organization, with proven capability to coach/mentor both leaders and individual contributors at varying levels
Strong financial acumen, including experience with services P&Ls, revenue recognition, billing accuracy, and backlog conversion
Deep understanding of project and program management methodologies, governance models, and escalation frameworks
Proven experience leveraging AI-enabled tools and process automation to increase efficiency, scale delivery operations, and improve decision-making across teams
Strong executive presence with the ability to influence without authority
Proven track record of process improvement across multiple teams
Self-starter who thrives in a fast-paced, ambiguous environment with a deep passion for the customer and team
Ability to travel to corporate offices and customer sites as required
Bachelor’s degree required; advanced degree or relevant certifications (PMP, PgMP) a plus

Benefits

bonus
benefits
equity

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

project managementprogram managementfinancial acumenrevenue recognitionbilling accuracyprocess automationAI-enabled toolscapacity planningperformance managementdata analysis

Soft skills

leadershipcoachinginfluence without authorityaccountabilityemployee engagementcommunicationstrategic thinkingadaptabilitycustomer focusteam development

Certifications

PMPPgMP