Director, Professional Services

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.

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.

· 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

· 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

· 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

· 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