Manager, Professional Services

This is a fully remote position, open to applicants in California.

📋 Description

• Lead the team to guarantee the successful execution of all service engagements, ensuring a high level of quality and customer satisfaction.

• Manage project risks and client escalations, applying best practices and driving favorable delivery outcomes.

• Collaborate with Customer Care, Sales, and cross-functional teams to cultivate robust customer and partner relationships.

• Drive initiatives for process transformation, working cross-functionally to redesign workflows, tools, and delivery models, with an emphasis on scalable implementation practices.

• Advocate for AI adoption and proficiency within the team, integrating AI into delivery workflows to enhance productivity, quality, and decision-making.

• Serve as a thought leader in delivery innovation, introducing novel approaches and best practices to enhance Professional Services capabilities.

• Promote a culture of continuous improvement and innovation, inspiring teams to question the status quo.

• Support and develop direct reports through coaching, feedback, and career development planning.

• Recruit, lead, and mentor staff, establishing clear expectations and fostering strong engagement.

• Align team objectives with organizational priorities to enhance performance and outcomes.

• Monitor and evaluate project health and customer experience to ensure quality, efficiency, and satisfaction.

• Manage departmental and individual KPIs, including revenue, portfolio health, and utilization.

⛳️ Requirements

• Bachelor’s degree or equivalent work experience (preferred).

• Proven management experience in an enterprise software environment (preferably SaaS).

• Demonstrated capability and experience in customer-facing roles (professional services, consulting, management).

• Experience in managing a remote team, including recruitment, training, staffing, and performance management.

• Strong skills in operational management, project management, consulting, and process improvement.

• Proven track record in leading or contributing to transformation initiatives, including process redesign and operating model evolution.

• Strong fluency in AI, with experience in applying AI tools or capabilities to improve delivery, decision-making, or operational efficiency.

• Recognized for innovative leadership, with a history of introducing new ideas or solutions that yield improved outcomes.

• Strong thought leadership abilities, with the capacity to influence stakeholders and guide teams through change.

• Experience in change management and the ability to navigate shifting priorities.

• Familiarity with PointClickCare or similar EHR platforms, preferably in healthcare or LTPAC settings.

• Experience in supporting the sales of Professional Services, including SOW development and large-scale proposals.

• Proven capability to manage uncertainty and resolve complex problems.

• Experience thriving in fast-paced environments while managing multiple priorities.

• Strong communication, presentation, and team leadership skills.

• Demonstrated success in delivering enterprise-level projects.

🏝️ Benefits

• Bonus

• Equity

• Benefits