Professional Services Manager – Practice Delivery
City : Chicago, IL
Category : Full-Time
Industry : Information
Employer : PointClickCare
PointClickCare is the leading healthcare technology platform enabling meaningful collaboration and access to real-time insights at any stage of a patient’s healthcare journey. PointClickCare’s single platform spans the care continuum, fostering proactive, holistic decision-making and improved outcomes for all. Over 25,000 long-term post-acute care providers, and over 2,700 hospitals use PointClickCare today, enabling care collaboration and value-based care delivery for over 195 million lives across the U.S.
Why we love working here, in the words of our own team:
● “We have good, smart, humble, caring people. The people here are good and they care about our mission and the difference we're making in health Care.”
● “I see the benefits my work provides. The people here are amazing. I feel empowered to succeed.”
● “I feel like what we do matters, and the employees are working together not against each other!”
Other reasons we love working here:
● It’s all about the MISSION. Seriously, we are a highly mission-driven company.
● We’re obsessed with culture, people, and opportunity.
● Competitive compensation.
● Flexible PTO.
● Generous benefit package including company-sponsored healthcare, dental, vision, disability, life-insurance, 401K matching.
● Quarterly team and company events
This is a REMOTE role and we are open to accept applications across US and Canada
The Role:
The Practice Manager is an experienced leader with a successful record that will lead the Professional Services, Practice Delivery team. Including the effective delivery of software solutions to customers within the Long-Term and Post-Acute Care (LTPAC) markets, keeping a constant focus on providing high quality, efficient and profitable delivery of Professional Services, and managing a high performing, enthusiastic team of diverse clinical and financial practice delivery professionals.
Who you’ll work with:
This is a pivotal management role within a team of other practice delivery managers, reporting to the Senior Director of Practice Delivery. You will lead a team of implementation professionals responsible for managing a portfolio of engagements with a focus to deliver efficient, value add services to our customers. This role works closely and collaboratively with other Professional Services leaders in project management, practice management and resource management teams and cross functionally with sales, customer success and product groups.
The Practice Manager will primarily work remotely from a home office and will manage a remote team responsible for supporting both our U.S. and Canadian customers. You may be required to travel to client locations when needed, with a potential to up to 50% of the time.
What you’ll be doing day to day:
· Lead, inspire, measure & assess team’s performance against specific target objectives
· Develop and grow teams with superior solution depth, best practice delivery processes, and outstanding customer relationship skills
Conduct effective performance evaluations, assess competencies, and mentor team through formal and informal channels
· Manage and grow revenue and increase value contribution through coaching, mentoring and effective utilization of resources
· Facilitate and enhance departmental processes and procedures to improve efficiencies, end-user experiences, costs, and accelerate organizational performance
· Lead team in managing project risk and client escalation, enforcing implementation of best practices and drive successful delivery of solutions
· Meet or exceed customer expectations by ensuring team members accurately scope, assess and deliver solutions that address the client's business requirements within the "Scope of Work" agreed to by Company and the Customer.
· Collaborate with the Resource Management team to ensure appropriate and consistent assignment, capabilities of team to deliver to forecast, enabling each to obtain Billable Utilization targets.
· Collaborate with customer care and other internal stakeholder teams to develop strong customer and partner relationships, identify, and execute business growth strategies, and drive product adoption
Maintain working knowledge of PointClickCare solutions and associated implementation approaches and methodologies
Skills and experience we’re looking for:
· Proven track record of management and leadership skills required to drive profitable delivery of service engagements.
· Proven track record of management and leadership skills required to drive operational efficiency throughout a global professional service organization.
· Demonstrated leadership experience in an enterprise software environment
· Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management
· Strong operational management, project management, change management and process improvement skills
· Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and scoping large-scale proposals
· 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 and meeting and exceeding professional services delivery targets
· A strong passion for building and growing teams that have a passion for delivering quality and engaging client experiences
· Undergraduate degree or equivalent work experience
#Remote #LI-Remote
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 recruitment@pointclickcare.com should you require any accommodations.
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