(US) Manager, Professional Services

Key Responsibilities

• Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction
• Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes
• Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships
• Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices
• Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making
• Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities
• Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo
• Support and develop direct reports through coaching, feedback, and career development planning
• Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement
• Align team goals with organizational priorities to drive performance and outcomes
• Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction
• Manage department and individual KPIs, including revenue, portfolio health, and utilization

Required Experience

• Undergraduate degree or equivalent work experience (preferred)
• Demonstrated management experience in an enterprise software environment (preferably SaaS)
• Demonstrated ability and experience in customer-facing positions (professional services, consulting, management)
• Experience managing a remote team, including recruiting, training, staffing, and performance management
• Strong operational management, project management, consulting, and process improvement skills
• Proven experience leading or contributing to transformation initiatives, including process redesign and operating model evolution
• Strong AI fluency, with experience applying AI tools or capabilities to enhance delivery, decision-making, or operational efficiency
• Recognized for innovative leadership, with a track record of introducing new ideas or solutions that improve outcomes
• Strong thought leadership skills, with the ability to influence stakeholders and guide teams through change
• Experience with change management and ability to navigate evolving priorities
• Experience with PointClickCare or similar EHR platforms, preferably within healthcare or LTPAC
• Experience supporting the sales of Professional Services, including SOW development and large-scale proposals
• Proven ability to manage ambiguity and solve complex problems
• Experience in fast-paced environments managing multiple priorities…