Manager, Professional Services

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

📋 Description

• Guide the team to guarantee the effective delivery of all service engagements with a strong emphasis on quality and customer satisfaction.

• Oversee project risks and client escalations, promoting best practices and driving favorable delivery results.

• Work collaboratively with Customer Care, Sales, and other cross-functional teams to cultivate robust relationships with customers and partners.

• Lead process transformation efforts by partnering across functions to redesign workflows, tools, and delivery models, focusing on scalable implementation strategies.

• Advocate for the integration of AI across the team, incorporating AI into delivery workflows to enhance productivity, quality, and decision-making.

• Serve as a thought leader in delivery innovation, presenting new methods and best practices to advance Professional Services capabilities.

• Promote a culture of continuous improvement and innovation, motivating teams to challenge existing norms.

• Mentor and support direct reports through coaching, providing feedback, and planning for career development.

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

• Align team objectives with organizational goals to enhance performance and results.

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

• Oversee department and individual KPIs, including revenue, portfolio health, and utilization.

⛳️ Requirements

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

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

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

• Experience 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 proficiency in AI, with experience utilizing AI tools or capabilities to enhance delivery, decision-making, or operational effectiveness.

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

• Excellent thought leadership abilities, capable of influencing stakeholders and guiding teams through transitions.

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

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

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

• Proven capacity to manage ambiguity and tackle complex challenges.

• Experience in fast-paced settings managing multiple priorities.

• Strong communication, presentation, and team leadership abilities.

• Demonstrated success in delivering enterprise-level projects.

🏝️ Benefits

• Bonus

• Benefits