The Manager, Professional Services – Consulting is responsible for leading a team of Software Implementation Consultants responsible for delivering successful customer implementations and advisory services across PointClickCare’s Payer, Provide & Convener portfolio. The role provides people leadership, operational oversight, and strategic direction to ensure exceptional customer experiences, high-quality project delivery, and achievement of organizational goals. The Manager develops team capabilities, drives continuous process improvement, manages customer escalations and delivery risks, and partners across the organization to advance product adoption, customer outcomes, and business growth. This position plays a critical role in scaling a high-performing consulting organization while fostering a culture of accountability, innovation, and customer success.
Key Responsibilities
Lead, coach, and develop a team of Software Implementation Consultants by providing performance management, mentoring, hiring, onboarding, career development, and operational leadership to ensure successful delivery and high employee engagement. Reinforce accountability through consistent 1:1s and team rhythms, and deliver continuous coaching feedback rather than relying solely on annual review cycles.
Own consulting delivery performance by overseeing customer engagements, ensuring quality execution throughout implementation lifecycles, managing delivery risks, and supporting customer escalations to achieve successful outcomes and high satisfaction. Escalate delivery risks early with clear options and recommendations, not just problems, and quickly realign team priorities when customer needs shift.
Establish, monitor, and improve operational performance through KPIs, OKRs, utilization management, capacity planning, forecasting, and continuous assessment of team performance against strategic objectives. Eliminate low-value work and empower Consultants to make delivery decisions closest to the customer without unnecessary escalation.
Drive process improvement, implementation methodology enhancements, governance, and best practices that improve efficiency, consistency, scalability, compliance, and customer experience.
Partner cross-functionally with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, strategic initiatives, customer growth opportunities, and delivery excellence.
Identify and operationalize AI-enabled opportunities within the consulting team's workflows — building simple business cases, ensuring compliance with PCC's AI governance guardrails, and driving team adoption of AI tools to reduce cycle time and manual effort.
Minimum Requirements
Bachelor's degree in Business, Healthcare Administration, Information Technology, Nursing, Clinical Sciences, or related field
5+ years of experience in Professional Services, Healthcare Technology, Healthcare Consulting, Software Implementation, or related customer-facing delivery roles
2+ years of people leadership experience with demonstrated success managing, coaching, and developing team members
Experience managing complex customer engagements, stakeholder relationships, risks, and escalations
Strong project management, operational planning, prioritization, and organizational skills
Demonstrated ability to develop KPIs, measure performance, and drive continuous improvement initiatives
Excellent verbal, written, presentation, and executive communication skills
Demonstrated experience applying AI or automation tools to improve delivery efficiency, decision-making, or team operations
Preferred Requirements
Master's degree in Business Administration (MBA), Healthcare Administration (MHA), Nursing, or related field
Previous experience leading consulting teams within a SaaS healthcare technology company
PMP, Prosci, Lean, Six Sigma, or equivalent certification
Experience supporting payer, provider, value-based care, population health, or care coordination solutions
Clinical background with 3-5 years of experience working in a healthcare setting (e.g., nursing, therapy, social work, pharmacy, care management, clinical operations, or related disciplines). Experience applying clinical workflows and best practices to healthcare technology adoption and implementation is highly valued.
Experience establishing AI governance practices or upskilling a team on AI-enabled ways of working
