(Canada) Project Manager, National

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.
(This is a remote opportunity for someone based in North America)
Position Summary
Reporting to the Manager, Professional Services, the Project Manager works with client on areas impacting change management and operational aspects of the implementation process. Partnering with the Project Manager, the Project Manager, Enterprise will be the liaison for enterprise customers on those areas requiring additional internal PointClickCare process discussions outside the standard implementation. The Project Manager, Enterprise may work with other Project Manager, Enterprise on the same project and span many projects within the practice.
Key Responsibilities
Customer Liaison

• Support the customers’ project team and internal PCC resources on product areas
• Manage customer expectations through clear, honest communication
• Cultivate a “Trusted Advisor” relationship with the customers’ project team and the implementation project team.
• Anticipate and communicate customer needs to the implementation project team.
• Act as an escalation to customers’ management and key contacts with the Director, Professional Services throughout the entire enterprise implementation of the PointClickCare product suite.
• Reinforce the PointClickCare Implementation project manager as the project leader, and provide support to the project through product enhancement escalations and discussions
• Project Support
• Develop a thorough understanding of the customers' strategic objectives with the purchase of the PointClickCare product suite and suggest best practice methodologies
• Attend critical meetings between customers and implementation team, including kick off meetings, status meetings, etc.
• Guide customer decision making with regards to implementation phases, resource requirements, and project schedules to set aggressive, attainable objectives.
• Support the implementation project team by serving as an escalation point and source of resolution for any project related issues or roadblocks.
• Participate in the monitoring and tracking of key performance indicators.
• Escalating items to the Technical Account Manager to work with product on high priority items, if applicable for client
• Represent PointClickCare in customer project steering committee meetings (if applicable).

Project Team Contributor

• Consult with the implementation project team and customer executive team about how to best implement and use the PointClickCare product suite to achieve objectives.
• Develop a thorough understanding of the customers’ business, technical environments, needs and constraints.
• Recommend optimal approaches to the implementation team in order to enable successful migration to the PointClickCare solution and minimize disruption for customers.
• Understand customer organizational change management needs, then develop and execute a plan for user readiness and acceptance.

Consultant

• Gather information to clearly understand the customer problem or goal, define and document a solution, and lead the implementation of process and/or product based solutions.
• Consult with customers on industry and PointClickCare suite best practices.
• Develop and maintain expert knowledge in the PointClickCare suite and service offerings.

Candidate Profile

• Attention to detail and a passion to do whatever it takes to achieve quality outcomes.
• Strong organizational, managerial, and personal skills.
• Strong leadership and relationship building capabilities.
• Excellent ability to influence, communicate, resolve conflict and negotiate.
• Self-driven, motivated, and results oriented.
• Quick learner with strong analytical and problem-solving skills.
• Excellent oral and written communication, documentation, and presentation skills.

Required Experience

• 5+ years managing client-facing large, multi-site enterprise projects.
• 7+ years of long term care industry experience with a proven history of multiple successful SaaS software project implementations.
• Prior experience leading and participating in steering committee meetings.
• Previous experience with healthcare systems (EHR, EMR, Pharmacy) desired.
• Experience successfully working with customer C-levels and senior management teams.

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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