Director, Professional Services

About the team:

The Project and Program Management team at PointClickCare is a high-performing and evolving unit within the Professional Services organization. Operating under a hybrid model, team members collaborate across the U.S. and Canada., offering both agility and broad coverage. Anchored in PointClickCare’s mission to “help every provider deliver exceptional care”, the team leads complex implementations with disciplined delivery, proactive communication, and strong cross-functional coordination. Their ability to anticipate risks, adapt plans, and foster collaboration empowers both teams and customers toward shared success. Their unique blend of operational expertise, paired with a people-first leadership style and dedication to continuous improvement, positions them as trusted partners in driving project success and cultivating a high-impact, fulfilling team culture.

About the role:

We are seeking a seasoned Professional Services leader with experience leading Project and Program Management teams that deliver complex healthcare technology implementations for Providers, Payers, and Government agencies. Reporting to the VP, Professional Services, this role is responsible for shaping enterprise delivery strategy and operating models to become a scalable, profitable, and customer-impacting function within Professional Services. This leader will ensure consistent execution of the PointClickCare implementation methodology while translating enterprise strategy into repeatable, measurable, and durable delivery practices. The role leads a team of Managers and Senior Managers, empowering them to drive revenue attainment, customer satisfaction, time-to-first value, and long-term solution adoption across their portfolios.

Key Responsibilities:

Delivery & Customer Impact:

· Own end-to-end service delivery from Sales handoff through project closure and transition to Customer Success and Support

· Define and improve delivery metrics, including project health, time-to-value, customer satisfaction (CSAT/CES) and solution adoption

· Champion responsible AI adoption, leveraging approved tools and agents to improve productivity, insights and customer outcomes

· Evolve scalable delivery methodologies, governance and escalation models

· Act as executive sponsor for high-risk or high-visibility projects and/or programs

Financial & Operational Excellence:

· Own performance against net new subscription revenue, professional services revenue and backlog conversion targets

· Drive predictable execution through forecasting discipline, capacity planning, and portfolio management

· Oversee the engagement with Finance to ensure accurate billing and timely revenue recognition

· Own forecasting accuracy and services capacity modeling

· Influence PS packaging and pricing strategy in partnership with Sales, Revenue Operations and Finance

Strategic and People Leadership:

· Lead, coach, and develop a high-performing leadership team of Managers and Senior Managers, fostering accountability and growth

· Build scalable talent strategies including hiring, onboarding, performance management, and career progression

· Champion a people-first, inclusive culture that balances execution excellence with employee engagement and retention

· Establish clear expectations, measurable outcomes, and consistent feedback loops across the organization

· Establishes OKRs aligned to company and team strategic direction, customer feedback, challenges, and requirements

Cross-Functional Leadership & Influence

· Drive enterprise alignment across Sales, Product, Market Leaders, Customer Success, and Support, influencing prioritization, roadmap decisions, and go to market motions through delivery insights

· Act as a trusted advisor to Professional Services leadership, elevating delivery insights into enterprise decision-making

Continuous Improvement & Scale

· Lead large scale transformation initiatives that scale delivery, including PSA tooling modernization, standardized reporting, and AI-enabled practices

· Use data and customer feedback to continuously improve delivery effectiveness and customer experience

· Ensure delivery evolves with PointClickCare’s growth, product expansion, and customer complexity

• 10+ years of progressive experience in Professional Services, Consulting, Implementation, or Customer Delivery within a SaaS or healthcare technology environment
• 7+ years of leadership experience, preferably in Healthcare SaaS or at an EHR/EMR organization, with proven capability to coach/mentor both leaders and individual contributors at varying levels
• Strong financial acumen, including experience with services P&Ls, revenue recognition, billing accuracy, and backlog conversion
• Deep understanding of project and program management methodologies, governance models, and escalation frameworks
• Proven experience leveraging AI-enabled tools and process automation to increase efficiency, scale delivery operations, and improve decision-making across teams
• Strong executive presence with the ability to influence without authority
• Proven track record of process improvement across multiple teams
• Self-starter who thrives in a fast-paced, ambiguous environment with a deep passion for the customer and team
• Ability to travel to corporate offices and customer sites as required
• Bachelor’s degree required; advanced degree or relevant certifications (PMP, PgMP) a plus

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $183,000 - $203,000 (Exempt)+ bonus + benefits + equity. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.