(Canada) Manager, Professional Services

📋 Description

• • Lead a primarily remote project management team responsible for the end-to-end delivery of software solutions and services to customers in the Long-Term and Post-Acute Care markets across the US and Canada.
• • Ensure high-quality, efficient, and profitable delivery of professional services by overseeing project timelines, resource allocation, and client expectations.
• • Build and maintain lasting customer relationships through proactive communication, solution alignment, and outcome-driven engagement.
• • Drive innovation and continuous improvement across service delivery by identifying inefficiencies and implementing process, tool, and operating model redesigns.
• • Leverage emerging AI capabilities to enhance delivery speed, quality, and customer outcomes, acting as a forward-looking leader in AI-fluent service delivery.
• • Act as a change agent and thought leader within the Professional Services organization, fostering a collaborative, high-performing team culture.
• • Support team development by mentoring project managers, setting performance goals, and promoting accountability and ownership.
• • Collaborate with cross-functional teams including Product, Engineering, and Customer Success to align service delivery with product roadmap and customer needs.
• • Monitor key performance indicators related to project delivery, customer satisfaction, and operational profitability, using data to inform strategic decisions.
• • Translate business objectives into actionable service delivery plans that scale across diverse client environments and regulatory landscapes.
• • Champion best practices in project management methodology, ensuring consistency, transparency, and adaptability in client engagements.
• • Identify and mitigate risks across multiple concurrent client implementations, ensuring minimal disruption and maximum value realization.
• • Represent the Professional Services team in client meetings, executive reviews, and internal strategy sessions to communicate progress, challenges, and opportunities.
• • Stay current with industry trends in healthcare technology, particularly within Long-Term and Post-Acute Care, to ensure service offerings remain relevant and competitive.
• • Enable scalable delivery by standardizing workflows, documenting processes, and training team members on updated tools and methodologies.
• • Balance strategic leadership with hands-on oversight of critical client projects, providing guidance during complex or high-stakes implementations.