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For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
The Director, Professional Services provides overall leadership and direction to a first-class professional services team that excels in managing all aspects of an implementation (project management, configuration, training) to rapidly implement PointClickCare software products to its customers in support of achieving their desired business outcomes. In this role, the Director will elevate the Rapid Services consulting team to achieve the best in class delivery and implementation operations, develop strategic and operational goals, inspire and empower a team to deliver phenomenal customer results and drive operational efficiency throughout the team. This role will lead a team of Managers to support their own teams to achieve financial, customer satisfaction, time to first value and solution adoption targets for their projects.
Key Responsibilities
- Direct the overall Solution Services consulting team and function, including strategy development, operational planning, performance management, and department budget.
- Cultivates and empowers the team to deliver successful implementations as measured by achieving financial, customer satisfaction, time to first value and solution adoption targets for small and mid-sized projects.
- Provide leadership and active coaching to develop a world class team of professional services managers by fostering an environment of continuous learning, collaboration, and professional development.
- Partner with peer leaders in project management, technical services, solution architect, product, customer success and sales teams to enable our customer value outcome focus, and continued evolution of our implementation approach.
- Working alongside other business leaders, act as a trusted strategic advisor to senior leadership in developing our strategy for the delivery of professional services and go-to-market approach.
Qualifications & Skills
- Results proven leadership responsible for enabling a professional services team to achieve successful implementations and customer adoption
- Demonstrated ability to communicate, present and influence credibility effectively with customers, partners and internal organization
- Ability to navigate, prioritize and meet competing demands internally and within customer organizations and have multiple initiatives on the go
- Strong sense of ownership and accountability
- Demonstrated experience establishing and scaling a professional services team that can manage all aspects of a project (project management, configuration, training) for single or point-product solutions
- History of improving processes, methodologies, programs, or frameworks that improved team performance
- Previous experience leading implementation programs for EHR systems
- Previous experience leading and coaching a team of managers
As key member of the Senior Care Professional Services leadership team, you will seek to improve every aspect of the business in order to achieve key business objectives and will provide visibility to leadership and across the organization. You will grow and scale the Rapid Services consulting team and will be accountable for overseeing professional services financial revenue targets, cost containment, utilization, billable time, time to first value and solution adoption targets. This includes developing strategic plans and forecasts that meet the targeted growth objectives and customers’ needs.
The ideal candidate for this position will be a natural leader who is well-versed in implementation, project management or technical account management, preferably in SaaS. You have a track record of collaborative, data-driven business execution and you have extraordinary relationship-building and stakeholder engagement skills. You are entrepreneurial, enjoy working with technical teams, and are self-directed learner and with a real passion for customer success.
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
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