About the role:We are seeking a seasoned Professional Services leader with experience leading Project and Program Management teams that deliver complex healthcare technology implementations for Providers, Payers, and Government agencies. Reporting to the VP, Professional Services, this role is responsible for shaping enterprise delivery strategy and operating models to become a scalable, profitable, and customer-impacting function within Professional Services. This leader will ensure consistent execution of the PointClickCare implementation methodology while translating enterprise strategy into repeatable, measurable, and durable delivery practices. The role leads a team of Managers and Senior Managers, empowering them to drive revenue attainment, customer satisfaction, time-to-first value, and long-term solution adoption across their portfolios.
Key Responsibilities:
Delivery & Customer Impact:路 Own end-to-end service delivery from Sales handoff through project closure and transition to Customer Success and Support路 Define and improve delivery metrics, including project health, time-to-value, customer satisfaction (CSAT/CES) and solution adoption路 Champion responsible AI adoption, leveraging approved tools and agents to improve productivity, insights and customer outcomes路 Evolve scalable delivery methodologies, governance and escalation models路 Act as executive sponsor for high-risk or high-visibility projects and/or programs
Financial & Operational Excellence:路 Own performance against net new subscription revenue, professional services revenue and backlog conversion targets路 Drive predictable execution through forecasting discipline, capacity planning, and portfolio management路 Oversee the engagement with Finance to ensure accurate billing and timely revenue recognition路 Own forecasting accuracy and services capacity modeling路 Influence PS packaging and pricing strategy in partnership with Sales, Revenue Operations and Finance
Strategic and People Leadership:路 Lead, coach, and develop a high-performing leadership team of Managers and Senior Managers, fostering accountability and growth路 Build scalable talent strategies including hiring, onboarding, performance management, and career progression路 Champion a people-first, inclusive culture that balances execution excellence with employee engagement and retention路 Establish clear expectations, measurable outcomes, and consistent feedback loops across the organization路 Establishes OKRs aligned to company and team strategic direction, customer feedback, challenges, and requirementsCross-Functional Leadership & Influence路 Drive enterprise alignment across Sales, Product, Market Leaders, Customer Success, and Support, influencing prioritization, roadmap decisions, and go to market motions through delivery insights路 Act as a trusted advisor to Professional Services leadership, elevating delivery insights into enterprise decision-making
Continuous Improvement & Scale路 Lead large scale transformation initiatives that scale delivery, including PSA tooling modernization, standardized reporting, and AI-enabled practices路 Use data and customer feedback to continuously improve delivery effectiveness and customer experience路 Ensure delivery evolves with PointClickCare鈥檚 growth, product expansion, and customer complexity