(Canada) Project Manager - Customer Care Launch

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary
Reporting to the Senior Manager Customer Care Launch, you will act as the customer care liaison to lead multiple Electronic Health Record market ready solution and services launch projects simultaneously. You will mobilize cross-functional efforts within customer care to define strategies, develop tools and execute on programs that drive the launch of world class solutions and services to its customers. You will manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer care organization, customer time-to-value and company time to revenue. To accomplish this you will leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships, influence the business and use organization skills to navigate ambiguity. You will work in conjunction with product leaders and cross-functional teams.
Key Responsibilities

• Work with a cross functional team of professional services, customer success, customer care operations and customer support professionals to create a set of launch goals
• Create and manage a plan designed to achieve the launch goals and successfully execute the launch strategy with the cross functional team
• Ensure activities are planned, executed and adjusted as needed based on those results
• Lead continuous and measurable improvement in launch processes to accelerate customer time-to-value and business time-to-revenue
• Prioritize projects and resources, balance business needs with technical constraints, and drive successful organizational readiness in support of the new solution or service offering
• Manage the project budget, team resources, communications, and project plans
• Provide coaching, mentoring and support to team members and peers
• Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance and adjust the plan accordingly
• Lead the customer care team in monitoring and measuring launch results against goals. 
• Plan and execute solution or services introductions in partnership with the cross-functional team that maximizes the customer value and business outcomes

Required Experience

• Experience in program management, project management, product management, consulting, corporate strategy, business operations or strategic planning in a SaaS Company
• Knowledge of product development processes, the software development lifecycle, release management or customer journey, and lead to cash processes and systems a plus
• Experience driving data-driven process improvement
• Experience working closely with or directly on Professional services, Customer Success or Customer Support teams.
• Ability to build, direct and influence project teams
• Previous experience with healthcare systems (EHR, EMR, Pharmacy) is a plus
• Strong critical thinking and decision-making skills
• Exceptional presentation, oral, and written communication skills
• Robust business acumen and ability to partner with senior business leaders to drive initiatives
• Ability to manage conflict and drive decisions

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
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