Reporting to the Manager of Professional Services, you will act as the primary client liaison to lead multiple customer facing EHR implementation projects simultaneously. You will experience managing customer implementations in a Professional Services environment, and have a proven track record for successfully attaining project objectives.
Key Responsibilities
- Customer Liaison
- Cultivate a “Trusted Advisor” relationship with the customers’ project team and 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.
- Support the customers’ project team and internal PCC resources on product areas
- Project Support
- Develop a thorough understanding of the customers’ strategic objectives with the purchase of the PointClickCare product suite and suggest best practice methodologies
- Guide customer decision making with regards to implementation phases, resource requirements, and project schedules to set aggressive, attainable objectives.
- Anticipate and communicate customer needs to the implementation project team.
- Manage customer expectations through clear, honest communication
- Represent PointClickCare in customer project steering committee meetings (if applicable).
- Support the implementation project team by serving as an escalation point and source of resolution for any project related issues or roadblocks.
- Reinforce the PointClickCare Implementation project manager as the project leader, and provide support to the project through product enhancement escalations and discussions
- Escalating items to the Technical Account Manager to work with product on high priority items, if applicable for client
- Attend critical meetings between customers and implementation team, including kick off meetings, status meetings, etc.
- Participate in the monitoring and tracking of key performance indicators.
- Project Team Contributor
- Understand customer organizational change management needs, then develop and execute a plan for user readiness and acceptance.
- Develop a thorough understanding of the customers’ business, technical environments, needs and constraints.
- Consult with the implementation project team and customer executive team about how to best implement and use the PointClickCare product suite to achieve objectives.
- Recommend optimal approaches to the implementation team in order to enable successful migration to the PointClickCare solution and minimize disruption for customers.
- 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.
- Develop and maintain expert knowledge in the PointClickCare suite and service offerings.
- Consult with customers on industry and PointClickCare suite best practices.
Candidate Profile
- Strong organizational, managerial, and personal skills.
- Excellent ability to influence, communicate, resolve conflict and negotiate.
- Strong leadership and relationship building capabilities.
- Attention to detail and a passion to do whatever it takes to achieve quality outcomes.
- Quick learner with strong analytical and problem-solving skills.
- Self-driven, motivated, and results oriented.
- Excellent oral and written communication, documentation, and presentation skills.
Required Experience
- 7+ years of long term care industry experience with a proven history of multiple successful SaaS software project implementations.
- 5+ years managing client-facing large, multi-site enterprise projects.
- Experience successfully working with customer C-levels and senior management teams.
- Previous experience with healthcare systems (EHR, EMR, Pharmacy) desired.
- Prior experience leading and participating in steering committee meetings.
$94,000 – $102,000 a year
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