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.
Reporting to the Director of Customer Care The Service Offer Development Manager is responsible for managing the service offerings within PointClickCare. They are responsible for developing and implementing strategies to ensure that the organization’s service offerings are competitive and meet the needs of its customers. The Service Offer Manager will work closely with other departments to ensure that the company’s service offerings are aligned with its overall business strategy to provide customer value and increase revenue.
Key Responsibilities:
- Develop and implement strategies to ensure that the company’s service offerings are competitive and meet the needs of its customers by leading cross functional teams in the development of new revenue generating service offerings that will increase customer adoption
- Work closely with cross functional teams including senior leaders and industry leadership to ensure that the company’s service offerings are aligned with its overall business strategy.
- Analyze market trends and customer needs to identify new service opportunities.
- Merge previously requested services into organized structures that improve the customer experience and reduce cost to deliver.
- Conduct Market research to identify trends and opportunities.
- Coordinate with cross functional teams to develop internal and customer facing marketing strategies to promote the company’s service offerings.
- Monitor delivered services to ensure that customers’ outcomes, business goals and satisfaction of overall delivery is achieved, offering process improvements as required.
- Monitor and analyze the performance of service offers and make recommendations for improvement.
- Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance, and adjust the plan accordingly.
- Generate new perspectives, frameworks, and innovative ideas which are strategically sound and challenge the status quo and enable problem resolution.
- Provide coaching, mentoring, and support to team members and peers.
Minimum Qualifications:
- Experience in program management, project management, product management, consulting, corporate strategy, business operations or strategic planning in a SaaS Company
- Previous experience with healthcare systems (EHR, EMR, Pharmacy)
- Strong Communication, Analytical and Problem-Solving Skills
- Robust business acumen and ability to partner with senior business leaders to drive initiatives
- Strong critical thinking and decision-making skills
- Bachelor’s degree in health care, Business, Management, or equivalent experience.
- Experience working closely with or directly on Professional services teams
Preferred Qualifications:
- 5+ years experience of product development processes, the software development lifecycles, release management or customer journey and lead to case processes
- PMP certification or equivalent is a plus
- Experience or knowledge in Senior Living and/or Skilled Nursing industry a plus