PointClickCare

• Act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. • Mobilize cross-functional efforts within customer operations to define strategies, develop tools and execute programs that drive the launch of world class solutions and services to its customers. • Manage the launch through early access pilots to commercial availability in a way that maximizes the outcomes of the customer operations organization, customer time-to-value, and company time to revenue. • Leverage SaaS new product introduction experience, project management skills and business acumen to build effective cross-functional partnerships, influence the business and use organization skills to navigate ambiguity. • Work in conjunction with product leaders and cross-functional teams.

Role Description We believe technology is the key to solving healthcare challenges. We are committed to transforming care in order to make a meaningful impact on the lives of millions. The Sr. Partner Manager, Strategic Partnerships (Senior Care) will be the primary person looking after software and technology vendors that have embedded, or desire to embed, their solutions into the PointClickCare platform sold to Skilled Nursing Facilities and Senior Living Facilities. The Sr. Partner Manager, Strategic Partnerships will support Senior Leaders to identify and drive partnership opportunities from ideation to deal close. This role will also work closely with Marketing and Go-To-Market teams to support partner-centric product launches and growth initiatives in the Senior Care space. You will identify, analyze, recommend, and close material partnerships that will grow the business and contribute to measured improvements in this healthcare industry. Most importantly, you will lead investigations, business proposals, development, negotiation, and be the subject matter expert for new business lines. We are seeking a candidate who is passionate about learning how our solutions serve our customers’ needs and enjoys working cross-functionally. Additionally, you will have experience working with multiple partners and be comfortable in an entrepreneurial type of environment. This role will report directly to the Vice President, Strategic Partnerships and Marketplace. The ideal candidate will be a self-starter who is comfortable in a rapidly changing environment and takes a strategic approach to partner management. You must have the ability to bridge short-term goals with longer-term strategy and the capability to create a well-ordered framework of action. Key Responsibilities - Partner with Product, Corporate Development, Corporate Strategy, and Go-To-Market leadership to scope and structure ambiguous business questions into actionable partner-powered projects. - Lead cross-functional project teams to structure and execute analyses required to develop large-scale new business recommendations. Communicate findings to executive management clearly and concisely. - Bring partnerships from initial identification through deal close and product launch including a Build/Buy/Partner level of sophistication that considers resourcing, investment, and strategic/critical thinking. - Create business cases, financial models, work plans, market research, and competitive evaluations. - Interview vendors, customers, industry, and market leaders to grow and maintain thought leadership and subject matter expertise. - Identify, create, negotiate, and implement effective business development agreements that drive measurable results. - Represent the partnership organization in meetings with executives from partner companies. - Maintain all partnership records, including interactions, meetings, and materials, in Salesforce. Qualifications - Mandatory Education – B.S. or B.A. from a university or college. - Preferred Education – M.B.A. - Significant experience (5+ years) in business strategy and/or partnership management at a leading SaaS or software company, or a strategy consulting firm. - Sound business judgment and ability to prioritize and triage partner-related issues. - Comfort with a fast-paced, always-on environment. - Detail-oriented and highly organized. - Experienced in leading cross-functional teams to orchestrate, collaborate, and successfully seize opportunities. - Skilled at navigating, understanding, and enforcing contracts. - Strong technical competence or tech-curious and motivated to learn. - Strong interpersonal skills. - Experience in acute care is a strong plus. Requirements - $174,000 - $193,000 a year. - 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 $174,000 - $193,000 + bonus + benefits, non-overtime eligible. - 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. Benefits - Benefits starting from Day 1! - Retirement Plan Matching. - Flexible Paid Time Off. - Wellness Support Programs and Resources. - Parental & Caregiver Leaves. - Fertility & Adoption Support. - Continuous Development Support Program. - Employee Assistance Program. - Allyship and Inclusion Communities. - Employee Recognition … and more!

• Define and own the Senior Living segment strategy, including distinct go-to-market approaches for diversified operators and pure-play Senior Living organizations. • Serve as the primary executive sponsor and relationship owner for key Senior Living customers and prospects, spending substantial time in market to deepen industry credibility and customer trust. • Represent PointClickCare at senior industry forums, conferences, and customer advisory boards, shaping market perception and competitive positioning. • Collaborate with the CRO and the broader executive team on annual planning, resource allocation, and investment priorities for the Senior Living vertical. • Own the P&L for the Senior Living business unit, including revenue, gross margin, and operating expense accountability across all SL market segments. • Drive net new ARR growth, net revenue retention, and expansion revenue targets, maintaining rigorous pipeline discipline and forecast accuracy. • Develop and execute segment-specific investment theses, ensuring resource allocation reflects the distinct dynamics of independent living, assisted living, memory care, and continuing care retirement communities. • Identify and pursue inorganic growth opportunities, including partnerships and adjacent market expansion, in coordination with Strategy, Partnerships, and Corporate Development. • Drive the full go-to-market motion for all Senior Living Products across all segments. • Hold direct line management responsibility for all customer-facing functions within the Senior Living vertical, including Sales, Customer Success, Professional Services, and Support leadership. • Recruit, develop, and retain top talent, building a high-performance team capable of executing against aggressive growth targets while delivering an outstanding customer experience. • Operate, manage, and lead a cross functional team of direct reports and matrixed resources to achieve jointly established business objectives. • Establish clear performance standards, accountability frameworks, and career development pathways across the customer-facing organization. • Ensure appropriate staffing levels and skills to support current and planned Senior Living investments, proactively identifying and closing talent gaps. • Exercise matrixed leadership over Marketing, Product Management, and Engineering resources aligned to the Senior Living vertical, aligning roadmaps and campaigns to segment priorities. • Act as the primary voice of the Senior Living customer into the product organization, ensuring feature prioritization reflects validated market needs and competitive gaps. • Partner with Marketing to develop Senior Living-specific demand generation strategies, content, and brand positioning that resonate with operator buyers. • Collaborate closely with Finance, Legal, and People & Culture to align operational execution with corporate standards and requirements.

• Build and maintain in-house financial and profitability models that evaluate the revenue and margin implications of strategic decisions. • Run scenario and sensitivity analyses on packaging, pricing changes, and investment trade-offs. • Apply AI/ML tools to accelerate modelling, scenario generation, and reporting. • Evaluate pricing changes through quantitative modelling of customer, revenue, and margin impact across segments and geographies. • Deliver regular profitability and commercial performance reporting to ELT and GTM leadership. • Translate complex analysis into clear, actionable recommendations for leadership.

• Lead, coach, and develop a team of Software Implementation Consultants by providing performance management, mentoring, hiring, onboarding, career development, and operational leadership to ensure successful delivery and high employee engagement. • Own consulting delivery performance by overseeing customer engagements, ensuring quality execution throughout implementation lifecycles, managing delivery risks, and supporting customer escalations to achieve successful outcomes and high satisfaction. • Establish, monitor, and improve operational performance through KPIs, OKRs, utilization management, capacity planning, forecasting, and continuous assessment of team performance against strategic objectives. • Drive process improvement, implementation methodology enhancements, governance, and best practices that improve efficiency, consistency, scalability, compliance, and customer experience. • Partner cross-functionally with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, strategic initiatives, customer growth opportunities, and delivery excellence. • Identify and operationalize AI-enabled opportunities within the consulting team's workflows — building simple business cases, ensuring compliance with PCC's AI governance guardrails, and driving team adoption of AI tools to reduce cycle time and manual effort.

Role Description As an Associate Product Manager at PointClickCare, you’ll join our Senior Care Advanced Insights team to support data, analytics, and AI-powered products that help care teams deliver exceptional outcomes. The Advanced Insights module provides business intelligence reporting tailored to Skilled Nursing and Senior Care organizations, enabling data-driven decision-making across clinical and operational workflows. In this role, you will work closely with Engineering, Data, and Product teams to deliver new reporting features, enhance existing insights, and ensure a seamless experience for customers. You will contribute to backlog management, roadmap development, and tactical execution while partnering with senior product leaders for guidance. You bring curiosity, a growth mindset, and a strong interest in leveraging data and AI to improve healthcare outcomes. In this role, you will partner with Product Managers to obtain guidance and mentorship as needed. You approach your work with natural curiosity and use your growth mindset to maximize the value in your delivery of various PointClickCare Products. Key Responsibilities - Understand company strategy and how it connects to Product strategy and assigned scope. - Become the product expert for the Advanced Insights module, including its reporting capabilities, data sources, and the value it delivers to Skilled Nursing and Senior Care customers. - Work directly on business intelligence reports, delivering new features and enhancements that improve usability, insight generation, and customer outcomes. - Support and evolve existing reporting (e.g., rehospitalization metrics, quality measures, and outcomes-focused reports) to help facilities deliver high-quality care. - Update and expand reporting with new datasets, including state-based reimbursement reporting and enhancements driven by evolving regulatory and customer needs. - Collaborate on the adoption and integration of new visualization tools and technologies to improve reporting experiences. - Serve as the voice of the customer to a scrum team inclusive of engineering and UX, partnering with engineering leads to manage ceremonies associated with product delivery. - Maintain a prioritized backlog, leveraging tools such as JIRA and Aha! to develop detailed user stories, acceptance criteria, and requirements for engineering teams. - Contribute to product roadmap development using Aha!, supporting feature definition, prioritization, and alignment with business goals. - Partner closely with Insights Engineering teams (including application and data modeling functions) to deliver high-quality, end-to-end product experiences. - Work with engineering, data, and AI platform teams to ensure seamless data flow across reporting and analytics pipelines. - Leverage AI tools (e.g., Claude) to support JIRA and Aha! workflows, create internal and external presentation materials, and conduct research to inform product decisions. - Work with customers and internal stakeholders to validate product-market fit and continuously assess opportunities to improve products and services. - Identify, communicate, and bring the right people together to manage risks in a timely and effective manner. Qualifications - Bachelor’s degree in business, computer science, or a healthcare-related field of study. - 1–3 years of experience working in product management or a related discipline, preferably within a health tech SaaS environment. - Familiarity with Agile methodologies and tools such as JIRA and Aha! for backlog management, story creation, and roadmap planning. - Experience or exposure to business intelligence and data visualization tools such as Power BI, Tableau, or React-based reporting frameworks. - Nice to have: experience with GoodData, Power BI, Tableau or similar analytics platforms. - Understanding of healthcare data, including quality programs, reimbursement models, or clinical/operational reporting. - Exposure to data-driven product development, including working with datasets, reporting pipelines, and analytics workflows. - Foundational understanding of AI tools and their application in product workflows, research, and content creation. - Data-driven mindset with experience managing and delivering insights and reports to diverse stakeholders. - Strong collaboration skills with the ability to work cross-functionally across Product, Engineering, Data, and Operations teams. - Demonstrated ability to take initiative, adapt in a fast-paced environment, and execute against defined goals. - Strong communication skills, with the ability to tailor messaging for both technical and non-technical audiences. Requirements - Base salary range for this position is $87,900 - $97,700 + bonus + benefits, non-overtime eligible. Benefits - Benefits starting from Day 1 - Retirement Plan Matching (RRSP & 401K) - Flexible Paid Time Off - Lifestyle/Wellness Spending Account - Parental & Caregiver Leaves - Fertility & Adoption Support - Continuous Development Support Program - Employee Assistance Program - Learning Programs & Resources - Employee Recognition … and more!

• Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency. • Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows. • Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering. • Drive continuous optimization of AI programs based on performance data and customer feedback. • Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers. • Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware. • Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes. • Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance. • Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality. • Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements. • Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.

• As an AI Solutions Specialist, you will be a hands-on contributor on PointClickCare’s Customer Experience team, bridging the worlds of AI-powered customer success and intelligent workflow automation to drive measurable outcomes across the customer lifecycle. • You will work across enterprise platforms (Salesforce, Gainsight, Gong, and others), identifying high-value use cases, building and maintaining agentic workflows and automations, and partnering cross-functionally to embed AI into core customer engagement processes. • You will use tools like prompt engineering, workflow orchestration platforms (n8n, Make, Zapier), and LLM APIs to build practical solutions — translating business needs into working automations rather than production-grade software. • This role is critical to PointClickCare’s strategy of scaling customer success and support through AI: it provides the hands-on capacity to identify use cases, stand up intelligent workflows, and continuously optimize them based on real performance data — freeing senior technical resources to focus on the most complex engineering challenges.

Role Description PointClickCare is looking for a Product Manager to join our Data Platform Product team, owning a portfolio focused on enabling scalable, trusted, and well-defined data across the PointClickCare platform. This role supports the operationalization of multiple datasets that power downstream products, analytics, and workflows, ensuring data is accurate, accessible, and aligned across domains. You will be accountable for product impact: - Understanding complex data domains deeply. - Making clear prioritization calls across competing datasets. - Partnering closely with engineering and product teams to deliver high-quality, well-modeled data. - Building on the established PointClickCare platform, focusing on enabling trusted data through strong definition, cataloguing, and governance practices. Key Duties and Responsibilities - Own the roadmap and backlog for your portfolio, prioritizing datasets and platform capabilities against customer value and business impact. - Serve both customers and internal data stakeholders, translating domain needs into clear data definitions, schemas, and requirements. - Run continuous discovery with domain experts and engineering teams to deeply understand data sources, transformations, and usage across the platform. - Partner with data platform engineers to guide datasets through transformation stages, ensuring quality progression into trusted, consumable data layers. - Work cross-functionally with engineering, analytics, and product teams to enable consistent and scalable data usage across the platform. - Assess product investment opportunities and incoming requests with structured rigor, bringing clear recommendations on dataset prioritization and platform improvements. - Define and monitor data health, adoption, and usability metrics, using insights to inform roadmap decisions. - Enable and support data catalog creation and ongoing maintenance, ensuring datasets are well-documented and understood across teams. - Influence and align multiple product teams without formal authority to drive cross-platform data consistency and adoption. - Support ongoing data operations, including dataset health, usage questions, and continuous improvements. Qualifications - Bachelor's degree in Healthcare, Engineering, Business Administration, or related field. - 3+ years of product management experience, including B2B experience with enterprise customers. - Experience managing software or platform products through the full development lifecycle. - Experience working with data platforms, data pipelines, or analytics products. - Strong understanding of data concepts such as data modeling, schema design, and data transformation. - Familiarity with Azure (Data Lake), Databricks, or comparable cloud data platforms. - Working knowledge of SQL and/or Python (preferred). - Experience with data cataloging, governance, and cross-domain data definition. - Ability to influence and drive alignment across engineering, data, and product stakeholders without formal authority. - Strong communication and stakeholder management skills with both technical and business audiences. - Experience working with complex, cross-platform data ecosystems and multiple stakeholders. - A bias toward execution and outcomes, with strong prioritization and decision-making skills. Benefits - Benefits starting from Day 1. - Retirement Plan Matching. - Flexible Paid Time Off. - Wellness Support Programs and Resources. - Parental & Caregiver Leaves. - Fertility & Adoption Support. - Continuous Development Support Program. - Employee Assistance Program. - Allyship and Inclusion Communities. - Employee Recognition and more!

• Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. • The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. • This position can work remotely and will travel to various client locations as required. • Travel Requirement - 50%