PointClickCare

Product Manager

• Understand company strategy and how it connects to Product strategy and assigned scope.
• Become the product expert for the Advanced Insights module, including its reporting capabilities, data sources, and the value it delivers to Skilled Nursing and Senior Care customers.
• Work directly on business intelligence reports, delivering new features and enhancements that improve usability, insight generation, and customer outcomes.
• Support and evolve existing reporting (e.g., rehospitalization metrics, quality measures, and outcomes-focused reports) to help facilities deliver high-quality care.
• Update and expand reporting with new datasets, including state-based reimbursement reporting and enhancements driven by evolving regulatory and customer needs.
• Collaborate on the adoption and integration of new visualization tools and technologies to improve reporting experiences.
• Serve as the voice of the customer to a scrum team inclusive of engineering and UX, partnering with engineering leads to manage ceremonies associated with product delivery.
• Maintain a prioritized backlog, leveraging tools such as JIRA and Aha! to develop detailed user stories, acceptance criteria, and requirements for engineering teams.
• Contribute to product roadmap development using Aha!, supporting feature definition, prioritization, and alignment with business goals.
• Partner closely with Insights Engineering teams (including application and data modeling functions) to deliver high-quality, end-to-end product experiences.
• Work with engineering, data, and AI platform teams to ensure seamless data flow across reporting and analytics pipelines.
• Leverage AI tools (e.g., Claude) to support JIRA and Aha! workflows, create internal and external presentation materials, and conduct research to inform product decisions.
• Work with customers and internal stakeholders to validate product-market fit and continuously assess opportunities to improve products and services.
• Identify, communicate, and bring the right people together to manage risks in a timely and effective manner.

Associate Product Manager – Advanced Insights

Artificial Intelligence

• As an AI Solutions Specialist, you will be a hands-on contributor on PointClickCare’s Customer Experience team, bridging the worlds of AI-powered customer success and intelligent workflow automation to drive measurable outcomes across the customer lifecycle.
• You will work across enterprise platforms (Salesforce, Gainsight, Gong, and others), identifying high-value use cases, building and maintaining agentic workflows and automations, and partnering cross-functionally to embed AI into core customer engagement processes.
• You will use tools like prompt engineering, workflow orchestration platforms (n8n, Make, Zapier), and LLM APIs to build practical solutions — translating business needs into working automations rather than production-grade software.
• This role is critical to PointClickCare’s strategy of scaling customer success and support through AI: it provides the hands-on capacity to identify use cases, stand up intelligent workflows, and continuously optimize them based on real performance data — freeing senior technical resources to focus on the most complex engineering challenges.

AI Solutions Specialist

• Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency.
• Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows.
• Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering.
• Drive continuous optimization of AI programs based on performance data and customer feedback.
• Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers.
• Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware.
• Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes.
• Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance.
• Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality.
• Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements.
• Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.

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

Solutions Analyst – Clinical, MDS 3.0

Customer Success Manager

• Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.
• The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.
• This position can work remotely and will travel to various client locations as required.
• Travel Requirement - 50%

Associate Product Manager – Advanced Insights

Associate Product Manager – Advanced Insights

AI Solutions Specialist

AI Solutions Specialist

Solutions Analyst – Clinical, MDS 3.0

Customer Success Manager, Physician Groups