(US) Manager, Professional Services

The Professional Services Manager will lead the project management team responsible for the effective delivery of software solutions and services to customers within the Long-Term and Post-Acute Care (LTPAC) markets, keeping a constant focus on providing high quality, efficient and profitable delivery of Professional Services. The PS Manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and leading the service team members to deliver the best possible result through fostering an environment of teamwork and collaboration.

A key objective of this role is to grow and mature our Professional Services business as we continue to scale to meet our clients' needs. You will be working closely with cross functional teams, and driving standards, processes, and continuous service improvement. Working in partnership with our delivery and sales teams, you will be a part of the continued growth of professional services within new and existing client organizations.

Reporting directly to the Director, Professional Services you will manage a team that is primarily remote supporting both US and Canadian customers. The manager will lead team members, build relationships with customers, and collaborate with cross functional internal teams to drive operational excellence. Strong team management, leadership skills, and talent management will be key attributes of our ideal candidate. This position will primarily work remotely out of their home office and could include travel up to 25% of the time.

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
• Strong communication, presentation, and team leadership skills
• Demonstrated success delivering enterprise-level projects