PointClickCare

Business Analyst

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required
• Participate in the development and improvement of operational tools and processes
• Report into the Sr Manager, Customer Support

Senior Solutions Analyst – Care Services

Systems Engineer

• Serve as the product owner for GenAI capabilities within PointClickCare
• Work with engineering teams to identify, build, and support generative AI solutions
• Design, build, and maintain core infrastructure for GenAI products, including model gateways, prompt/versioning stores, vector databases, and LLM evaluation tools
• Implement secure access controls and authentication mechanisms in AI platform components
• Develop and manage observability, monitoring, and logging for GenAI workloads and infrastructure
• Integrate GenAI infrastructure with agent frameworks and downstream applications
• Optimize infrastructure for scalability, high availability, and cost efficiency in production workloads

Principal ML System Engineer

Customer Support

• Lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience
• Oversee day-to-day team operations
• Provide coaching, mentoring, motivation, and performance management
• Ensure effective processes for excellent and consistent service quality
• Manage process, tools, and systems improvement projects and their implementation
• Provide feedback on customer support performance based on call and case audits
• Serve as escalation point for high-impact customer issues
• Collaborate with Customer Support Manager peers and cross-functionally within Customer Success
• Liaise with Product, SaaS Ops, and other internal teams on issue identification, escalation, and prioritization
• Communicate and manage changes to operating procedures and processes
• Establish best practices and maintain quality control
• Support special projects such as Knowledge Base and Integrations
• Hire, train, and deliver performance reviews
• Report to the Sr Director, Customer Support

Manager, Customer Support – Senior Care

Account Executive

• Develop insight-driven account plans for named, high-potential accounts.
• Use whitespace analysis, win/loss reports, and territory strategies to develop pipeline and outreach campaigns.
• Build engagement strategies with operational, senior, and executive stakeholders.
• Collaborate with Customer Success Managers to identify expansion opportunities and ensure long-term account value.
• Lead consultative sales conversations and align PointClickCare solutions to client needs.
• Facilitate ROI and outcome-based selling using platform capabilities and value-based packaging.
• Maintain knowledge of the PointClickCare platform, product releases, healthcare policy trends, CMS, and state regulations.
• Tailor solution sets to payer mix, staffing models, financial drivers, and organizational priorities.
• Structure complex deals using tiered pricing, phased deployments, and value-based packaging.
• Navigate legal and procurement discussions, including MSAs and BAAs.
• Communicate pricing models, ROI metrics, and financial trade-offs through business cases.
• Deliver bookings results meeting or exceeding assigned quota.
• Coordinate smooth handoffs, sustained adoption, and customer retention with Customer Success.
• Synthesize complex product and business information into client-relevant stories for clinical and financial audiences.
• Act as primary account owner and orchestrate a cross-functional POD including Solution Architects, CSMs, and Product SMEs.
• Coordinate Success Reviews, Success Plans, and Executive Briefings.
• Share market insights, competitor feedback, and client needs with sales leadership and marketing.
• Maintain performance across monthly bookings, NRR, client expansion, and NPS metrics.

Regional Named Account Executive – Southeast

Product Manager

• Own product strategy, roadmap planning, and execution for your portion of orders related products, ensuring alignment with customer needs, market opportunities, and business goals.
• Manage products through the full product lifecycle, from discovery, strategy, and prioritization through delivery, launch, adoption, and continuous improvement.
• Drive product decisions using customer feedback, market research, product analytics, regulatory requirements, and business value rather than solely responding to feature requests.
• Serve as the subject matter expert for assigned product areas, developing a deep understanding of product functionality, customer workflows, and the value delivered to end users.
• Partner closely with Engineering, Design, Customer Success, Sales, Marketing, and other stakeholders to translate customer needs into meaningful product outcomes.
• Serve as the voice of the customer to a scrum team(s) and maintain a prioritized backlog of requirements and other artifacts to support engineering teams in delivering on product priorities.
• Assess product investment opportunities and incoming requests with thoughtful, data-informed analysis, providing clear recommendations to leadership and key stakeholders.
• Identify opportunities to modernize legacy products through AI capabilities, automation, and smarter workflows that increase customer value and efficiency.
• Navigate complex healthcare, clinical, and regulatory environments and translate that knowledge into practical product direction and prioritization.
• Understand company strategy and ensure product plans support broader organizational objectives and long-term growth.

Senior Product Manager – Orders Management

Data Analyst

• Lead the cataloging and enrichment of priority data domains within the enterprise data catalog platform, ensuring completeness of business descriptions, CDE designations, sensitivity labels, lineage documentation, and data ownership assignments.
• Design, implement, and maintain data quality monitoring frameworks and observability patterns across critical datasets; lead root cause analysis and issue remediation efforts in collaboration with Data Stewards, Data Owners, and engineering teams.
• Oversee and maintain the business glossary, data dictionary, and critical data elements (CDEs), driving alignment between business domain leads and technical teams on authoritative definitions and metric standards.
• Lead cross-functional workstreams to operationalize Data Trust processes including stewardship onboarding, certification reviews, governance policy enforcement, and data access governance.
• Perform advanced data profiling, analysis, and lineage tracing across source and target systems to support certification readiness, compliance requirements, and AI enablement initiatives.
• Develop and maintain Data Trust metrics, scorecards, and reporting dashboards that track catalog coverage, data quality health, certified asset counts, and stewardship adoption.
• Act as a subject matter expert and trusted advisor to Data Owners, Data Stewards, technical teams, and business leaders on data governance expectations, issue prioritization, and data quality remediation strategies.
• Design and document improvements to data governance processes, metadata standards, and data quality frameworks, and present recommendations to the Senior Manager, Data Trust.
• Mentor and support junior Data Governance Analysts, providing coaching on tools, governance techniques, and best practices for metadata management and quality assurance.
• Support the governance of AI-ready data assets by ensuring certified datasets meet quality, lineage, sensitivity, and documentation standards required for consumption by analytics and AI systems.

Senior Data Governance Analyst, 6 month contract

Customer Success Manager

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a path to value to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.

Senior Customer Success Manager

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.

• We are seeking a dynamic and results-oriented Named Regional Account Executive to join our high-performing team. This role is responsible for driving revenue growth through strategic account planning, consultative selling, and strong collaboration with internal teams.
• The ideal candidate will be skilled in identifying customer needs, building strategic relationships, and executing sales strategies that deliver measurable value to healthcare clients. The territory is in the Northeastern US.
• Develop robust, insight-driven account plans for named, high-potential accounts, balancing long- and short-term opportunities.
• Utilize whitespace analysis to develop targeted territory outreach strategies, events & campaigns.
• Incorporate insights from win/loss reports to optimize pipeline composition and align deal strategy to client potential and segment.
• Build tailored engagement strategies across multiple clients and stakeholders, expanding influence from operational contacts to senior and executive-level decision-makers.
• Adapt communication and consultative approach based on account size, buyer archetype, and clinical or operational priorities.
• Collaborate with Customer Success Managers to identify expansion opportunities during pre-sales, delivery, and post-launch to ensure long-term account value realization.

Regional Named Account Executive – Northeast

Support Engineer

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Solutions Analyst – EHR Support

Vice President

• Serve as General Manager of the Acute & Payer business unit with full P&L accountability, setting the strategic vision and market expansion plan across Health System, Health Plan, and Convener markets as part of the senior leadership team
• Own P&L performance and manage the business against EBITDA margin targets, balancing continued investment in growth with disciplined cost management while scaling beyond $100M in annual revenue
• Drive the strategy and commercialization of AI-powered products across the Acute & Payer portfolio, partnering closely with Product and Engineering to bring new capabilities to market with effective packaging, pricing, and go-to-market plans
• Champion innovation and deepen integration and cross-sell across the combined portfolio, incorporating the voice of the customer into strategy and identifying strategic partnerships and M&A opportunities to expand capabilities
• Own the end-to-end customer experience across the Acute & Payer business, strengthening engagement, retention, and long-term value while ensuring customer needs inform the product roadmap
• Build and lead a high-performing organization, establishing scalable operating processes, fostering a strong performance culture, and developing future leaders through succession planning and talent development

Senior Vice President – General Manager, Acute & Payer

Solutions Engineer

• Build and support AI agents and intelligent workflows using Microsoft Azure tools such as Azure OpenAI, AI Foundry, and Copilot Studio.
• Design and implement AI-powered orchestration and automation for use cases such as configuration streamlining, onboarding automation, and data migration.
• Collaborate with cross-functional teams (integration, implementation, product, support) to deliver high-quality, scalable AI-driven solutions.
• Develop APIs, scripts, and tools to connect LLM-based agents — using open integration standards such as the Model Context Protocol (MCP) — with existing enterprise systems.
• Support testing, evaluation, deployment, monitoring, and continuous improvement of AI workflows in production, including output-quality evaluation, guardrails, and responsible-AI safeguards.
• Stay current with the AI platform roadmaps of major providers (Microsoft, Anthropic, OpenAI, Google) and emerging industry trends.
• Contribute to the evolution of our internal AI delivery model and promote AI best practices across teams.

AI Solution Engineer – Technology Support

• Manage strategic partnerships with clients, serving as the main liaison.
• Proactively pinpoint opportunities for enhancing customer performance using comprehensive data analysis.
• Cultivate collaboration among affiliated clients, facilitating the exchange of success stories and fostering customer-to-customer cooperation.
• Serve as a reliable advisor to clients, promoting the adoption of solutions, ensuring alignment with operational goals, and delivering measurable value.
• Craft and deliver narratives on product utilization to illustrate ROI to clients, while also identifying avenues for further adoption and value realization.

Senior Solutions Analyst – Care Services

Principal ML System Engineer

Manager, Customer Support – Senior Care

Regional Named Account Executive – Southeast

Senior Product Manager – Orders Management

Senior Product Manager – Orders Management

Senior Data Governance Analyst, 6 month contract

Senior Customer Success Manager

Senior Customer Success Manager

Regional Named Account Executive – Northeast

Solutions Analyst – EHR Support

Senior Vice President – General Manager, Acute & Payer

Senior Vice President – General Manager, Acute & Payer

AI Solution Engineer – Technology Support

Senior Provider Customer Success Manager – Payer, Provider & Convener