PointClickCare

Product Manager

• Understand company strategy and own the strategy and multi-year roadmap for your product areas, to achieve strategic outcomes and increase wallet share.
• Use qualitative and quantitative techniques to understand current and future customer and user needs and pain points.
• Prioritize product investments and tradeoffs using data-driven analysis and good judgement to create a compelling business case and quantify return on investment.
• Engage with User Experience, Engineering, Technical Writers, and other product managers leveraging modern agile processes and Design Thinking and ensure concepts are valuable and feasible.
• Liaise with Software Commercialization, Sales, Marketing, Professional Services, Customer Success, and other functions to ensure successful product launches and releases.
• Understand the broader product portfolio and how solutions work together to create value for customers.
• Participate in industry events, and lead customer and partner facing engagements as a product expert.
• Understand competitive landscape.
• Inspire, energize, and motivate cross-functional teams.

Senior Product Manager – Platform Services

Platform Engineer

• Design, build, and maintain the core infrastructure layer supporting GenAI products, including model gateways, prompt/versioning stores, vector databases, and LLM evaluation tools.
• Implement secure access controls and authentication mechanisms integrated by default into the AI platform components.
• Develop and manage observability, monitoring, and logging solutions for GenAI workloads and infrastructure.
• Collaborate closely with product and engineering teams to integrate GenAI infrastructure with agent frameworks, and downstream applications.
• Optimize infrastructure for scalability, high availability, cost efficiency for production workloads.

Principal GenAI Platform Engineer

Recruitment

• Responsible for sourcing, screening, and selecting candidates
• Partner with internal clients to drive recruitment processes
• Develop innovative recruitment strategies
• Consult with the Recruitment group on sourcing strategy and selection criteria
• Provide high-touch experience for every candidate
• Manage reporting for client groups
• Lead and participate in recruitment or HR projects as required

Sales Recruiter – 6 Month Contract

Business Analyst

• Develop an in-depth understanding of the Billing modules used to support processes and patient care in Senior Living facilities
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues via phone, email, chat or remote sessions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, Salesforce’s Service Cloud
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems
• Stay current with product releases, AI tools, and emerging technologies relevant to healthcare SaaS
• Be available to work between the hours of 8am to 8pm weekdays, occasional weekends, and holidays as necessary

Senior Solutions Analyst – Financial

Customer Success Manager

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction.
• Speak to all market segments/lines of business and make recommendations that impact the business holistically.
• Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.
• Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.
• Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions.
• Work with clients to understand their objectives and align those with PCC solutions.
• Consult with clients to solve problems by having value-based conversations.
• Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.
• Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.
• Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn.
• Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.
• Demonstrate empathy in all customer dealings.
• Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.
• Flexible when facing tough calls and embrace difficult conversations.
• Convey outcomes and objectives timely via written documentation.
• Meet and exceed KPIs while maintaining strong client relationships.
• Complete CSM Certification within 12-months of hire.

Customer Success Manager – Great Lakes

Solutions Engineer

• Principal implementation liaison on the project team translating and documenting customer expectations, business processes and goals to ensure implementation success
• Lead a detailed business discovery and develop recommendations to execute a delivery approach that will drive outcomes and value
• Translate technical requirements and execute system configuration setup (more complex than entry)
• Establish and maintain strong successful customer relationships by utilizing excellent communication and collaboration skills
• Act as a trusted advisor to the customer, build strong partnerships to develop implementation approaches that consider the impact to a customer’s business and daily workflows
• Partner with internal stakeholders, including configuration and training specialists, to create and execute implementation plans that are on-time and with the highest quality to support customer satisfaction
• In collaboration with the project team, proactively anticipate, identify, and communicate issues, risks, escalations, timelines and delays to ensure an exceptional customer experience and successful implementation
• Lead, influence, advise and support customer change management strategies, including the plans for user readiness and acceptance.
• Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes
• When needed, travel to customer on-site locations to lead and direct meetings and presentations

Senior Product Manager – Platform Services

Senior Product Manager – Platform Services

Principal GenAI Platform Engineer

Sales Recruiter – 6 Month Contract

Senior Solutions Analyst – Financial

Customer Success Manager – Great Lakes

Software Implementation Consultant II – Financial