Position Summary: The Role: Who you'll work with: Key Responsibilities:
- Define and measure team performance against set objectives
- Develop and motivate a skilled delivery and consulting team
- Ensure successful delivery of all services engagements with a high degree of quality and customer satisfaction
- Manage and grow revenue and increase value contribution through effective utilization of resources
- Drive innovation, continuous improvement and guide the strategic direction of the consulting team
- Contribute to the strategic direction of the team through continuous improvements and proactively identifying areas for innovation to help drive significant and sustained growth
- Optimize team workflows to drive quality and efficiency
- Maintain working knowledge of the PointClickCare clinical/pharmacy solutions, industry trends and delivery methodologies
- Foster strong customer and partner relationships to drive delivery excellence, managing feedback and escalations, as needed
- Collaborate with internal stakeholders to identify and execute business growth strategies, develop hiring plans and develop supporting practices to drive product adoption
- Partner with the Services Pre-Sales Team to complete statements of work, showcasing the value of our services team and sharing measurable outcomes
- Facilitate cross-functional collaboration to ensure quality, scalability and efficiency
- Contribute to the Professional Services strategy for growth and participate actively in team and management strategy sessions
- Conduct performance evaluations, identify development opportunities and mentor the team
- Ensure resources availability, in collaboration with the Resource Management Office, to support forecasted/planned organizational delivery expectations
Required Experience:
- Undergraduate degree or equivalent work experience (preferred)
- Demonstrated management experience in an enterprise software environment (preferably SaaS)
- Demonstrated ability and experience in customer-facing positions (professional services, consulting, management)
- Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management
- Knowledge of PointClickCare's clinical/pharmacy solutions and the LTPAC landscape is an asset
- Strong operational management, project management, consulting, and process improvement skills
- Experience with change management principles and resilience to adapt with pivots in strategies and goals
- Experience in the planning and implementation of PointClickCare and/or EHR equivalent software; strong preference for experience in Healthcare (preferably LTPAC)
- Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and large-scale proposal development including but not limited to RFI, RFQ and RFPs
- Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations
- Demonstrated experience succeeding in a fast-paced environment and managing multiple projects simultaneously
- Excellent presentation skills, customer service, team building skills
- Proven track record of successful delivery of enterprise projects
PointClickCare
