Manager, Professional Services
Leads a remote Professional Services team delivering enterprise software solutions to Long-Term and Post-Acute Care customers. Focuses on high-quality delivery, AI adoption, process transformation, and team development while managing KPIs and customer relationships.
Key Responsibilities
- Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction
- Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes
- Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships
- Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices
- Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making
- Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities
- Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo
- Support and develop direct reports through coaching, feedback, and career development planning
- Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement
- Align team goals with organizational priorities to drive performance and outcomes
- Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction
- Manage department and individual KPIs, including revenue, portfolio health, and utilization
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 remote team, including recruiting, training, staffing, and performance management
- Strong operational management, project management, consulting, and process improvement skills
- Proven experience leading or contributing to transformation initiatives, including process redesign and operating model evolution
- Strong AI fluency, with experience applying AI tools or capabilities to enhance delivery, decision-making, or operational efficiency
- Recognized for innovative leadership, with a track record of introducing new ideas or solutions that improve outcomes
- Strong thought leadership skills, with the ability to influence stakeholders and guide teams through change
- Experience with change management and ability to navigate evolving priorities
- Experience with PointClickCare or similar EHR platforms, preferably within healthcare or LTPAC
- Experience supporting the sales of Professional Services, including SOW development and large-scale proposals
- Proven ability to manage ambiguity and solve complex problems
- Experience in fast-paced environments managing multiple priorities
- Strong communication, presentation, and team leadership skills
- Demonstrated success delivering enterprise-level projects
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