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PointClickCare · 1 day ago

Director, Professional Services

United States

Full-time

Remote

Director/Executive

$183K/yr - $203K/yr

10+ years exp

PointClickCare is a leading provider of healthcare technology solutions, and they are seeking a seasoned Professional Services leader. This role is responsible for shaping enterprise delivery strategy and leading Project and Program Management teams to deliver complex healthcare technology implementations.

Elder CareEnterprise SoftwareHealth CareSaaSSoftwareWeb Browsers

Growth Opportunities

Responsibilities

Own end-to-end service delivery from Sales handoff through project closure and transition to Customer Success and Support

Define and improve delivery metrics, including project health, time-to-value, customer satisfaction (CSAT/CES) and solution adoption

Champion responsible AI adoption, leveraging approved tools and agents to improve productivity, insights and customer outcomes

Evolve scalable delivery methodologies, governance and escalation models

Act as executive sponsor for high-risk or high-visibility projects and/or programs

Own performance against net new subscription revenue, professional services revenue and backlog conversion targets

Drive predictable execution through forecasting discipline, capacity planning, and portfolio management

Oversee the engagement with Finance to ensure accurate billing and timely revenue recognition

Own forecasting accuracy and services capacity modeling

Influence PS packaging and pricing strategy in partnership with Sales, Revenue Operations and Finance

Lead, coach, and develop a high-performing leadership team of Managers and Senior Managers, fostering accountability and growth

Build scalable talent strategies including hiring, onboarding, performance management, and career progression

Champion a people-first, inclusive culture that balances execution excellence with employee engagement and retention

Establish clear expectations, measurable outcomes, and consistent feedback loops across the organization

Establishes OKRs aligned to company and team strategic direction, customer feedback, challenges, and requirements

Drive enterprise alignment across Sales, Product, Market Leaders, Customer Success, and Support, influencing prioritization, roadmap decisions, and go to market motions through delivery insights

Act as a trusted advisor to Professional Services leadership, elevating delivery insights into enterprise decision-making

Lead large scale transformation initiatives that scale delivery, including PSA tooling modernization, standardized reporting, and AI-enabled practices

Use data and customer feedback to continuously improve delivery effectiveness and customer experience

Ensure delivery evolves with PointClickCare’s growth, product expansion, and customer complexity

Qualification

Professional Services LeadershipFinancial AcumenAI-enabled ToolsProject Management MethodologiesHealthcare Technology ExperienceProcess ImprovementCoachingExecutive PresenceData AnalysisPerformance ManagementTalent StrategyOKRs EstablishmentMentoringSelf-starterCommunication SkillsTeam LeadershipCustomer FocusAdaptabilityStrategic Thinking

Required

10+ years of progressive experience in Professional Services, Consulting, Implementation, or Customer Delivery within a SaaS or healthcare technology environment

7+ years of leadership experience, preferably in Healthcare SaaS or at an EHR/EMR organization, with proven capability to coach/mentor both leaders and individual contributors at varying levels

Strong financial acumen, including experience with services P&Ls, revenue recognition, billing accuracy, and backlog conversion

Deep understanding of project and program management methodologies, governance models, and escalation frameworks

Proven experience leveraging AI-enabled tools and process automation to increase efficiency, scale delivery operations, and improve decision-making across teams

Strong executive presence with the ability to influence without authority

Proven track record of process improvement across multiple teams

Self-starter who thrives in a fast-paced, ambiguous environment with a deep passion for the customer and team

Ability to travel to corporate offices and customer sites as required

Bachelor's degree required