Jobs at PointClickCare

Provides advanced customer support for cloud-based healthcare and EHR solutions. Responsibilities include triaging and resolving technical cases, managing escalations, maintaining CRM records and knowledge articles, building client relationships, supporting team training, and improving service processes and performance. The role requires customer support experience, API and service technology knowledge, strong prioritization, critical thinking, and familiarity with long-term care workflows.

Leads the partnerships team and oversees the full partner lifecycle, including identification, negotiation, go-to-market execution, onboarding, and performance management. Develops PointClickCare’s data strategy and authorized data access processes for customers and third-party vendors. Collaborates with Product, Engineering, Sales, Marketing, Corporate Development, Legal, and Regulatory teams to deliver a compliant data strategy roadmap aligned with market and customer needs.

Provide customer support for cloud-based healthcare and billing solutions used by senior living and long-term care facilities. Resolve technical issues through phone, email, chat, and remote sessions; document problems in Salesforce Service Cloud; collaborate across departments; coordinate issue-resolution meetings; and maintain knowledge of product releases, AI tools, and healthcare SaaS workflows.

Drives customer adoption, retention, and value realization through scalable digital customer success programs. Builds customer journeys, campaigns, digests, reviews, events, and educational content using Gainsight and Pendo. Analyzes usage and engagement data, segments audiences, tests communications, tracks KPIs, and collaborates with Customer Success, Marketing, Product, Support, and Sales. The role also gathers customer feedback, improves program workflows, and explores AI-assisted personalization.

Own product strategy, roadmap, backlog, and delivery for senior living healthcare software. Partner with engineering, UX, clinical, customer success, sales, and marketing teams to discover customer needs, prioritize investments, manage agile delivery, launch products, and improve outcomes. Serve as the customer voice, define requirements, evaluate competitive opportunities, quantify ROI, and guide products through the full lifecycle, including AI-powered care workflows.

Leads enterprise application development across Salesforce, NetSuite, billing, and integrated platforms. Designs and implements complex solutions, automates testing and workflows, performs incident analysis, improves architecture and integrations, and reduces technical debt. Acts as a subject matter expert, mentors engineers, reviews code, guides vendors, promotes DevOps and AI adoption, and supports strategic modernization initiatives.

Own the revenue cycle management product strategy, roadmap, investment cases, and measurable outcomes for foundational financial workflows in senior care. Lead customer discovery, prioritize platform capabilities, guide cross-functional delivery, define data foundations, and support adoption and go-to-market execution. Partner with engineering, UX, sales, marketing, customer success, legal, and customers to deliver scalable healthcare technology products.

Own go-to-market execution and adoption for assigned enterprise healthcare products. Develop positioning, launch plans, beta programs, customer validation, sales enablement, and cross-functional readiness. Monitor adoption, usage, and revenue metrics; synthesize customer and competitive intelligence; support strategic deals and executive engagements; and influence product roadmap decisions. The role partners closely with Sales, Marketing, RevOps, Customer Operations, Support, and Product teams.

Lead complex, cross-functional software programs spanning product, engineering, infrastructure, and platform teams. Translate strategy and OKRs into execution plans, manage dependencies and risks, improve delivery flow using metrics and AI-driven insights, and facilitate alignment among senior stakeholders. Coach teams toward empowered, data-driven delivery while shaping program processes, tools, and operating culture.

Provide empathetic technical support for cloud-based healthcare applications used in long-term care. Troubleshoot issues through log analysis, research, and reproduction; document customer interactions and resolutions; collaborate with technical teams; maintain knowledge resources; and meet service-level KPIs. The role requires understanding clinical workflows, customer expectations, and SaaS support processes, with weekday evening coverage and occasional overtime, weekend, holiday, and on-call shifts.

Leads multiple enterprise customer-facing EHR implementation projects, serving as the primary client liaison. Responsibilities include defining scope, timelines, budgets, resources, and deliverables; coordinating stakeholders and implementation teams; managing risks, issues, dependencies, and communications; reporting project progress; supporting customer adoption and transition to ongoing support; and improving project management practices. The role requires strong leadership, communication, analytical, prioritization, and problem-solving abilities, with software implementation experience preferred.

Lead the architecture of PointClickCare’s AI Platform, including agentic runtime, MCP integration, model gateway, evaluation, and observability services. Guide AI engineers through technical decisions, design reviews, and mentorship. Partner with product teams to translate roadmaps into architecture requirements, document decisions, establish security and responsible AI standards, and provide reusable patterns that enable engineering teams to build scalable AI agents and solutions.

Manage and improve cloud-based database infrastructure supporting a mission-critical SaaS platform. Responsibilities include database observability, performance tuning, troubleshooting, migrations, schema improvements, high availability, disaster recovery, incident response, and root-cause analysis across SQL Server and PostgreSQL. The role also automates operational processes, standardizes configurations and deployments, supports Engineering and SRE teams, and manages database tickets and maintenance activities.

Provide technical leadership for site reliability engineering, applying software engineering practices to large-scale operations. Design automated, repeatable operational solutions; monitor service objectives, application performance, and business metrics; improve resiliency, efficiency, and cost. Support cloud and on-premise infrastructure, production applications, deployment automation, testing, and vulnerability response. Partner with software development, security, and business teams while promoting Agile practices, change management, training, and operational health.

Leads pricing and packaging strategy, monetization of new products, market and customer analysis, financial modeling, KPI tracking, and discounting optimization. Partners with Product, Marketing, Sales, RevOps, Finance, Sales Enablement, and Customer Success to operationalize pricing decisions, support complex deals, and develop value-based sales tools and training.

Manages enterprise customer relationships for PointClickCare’s SaaS solutions, driving adoption, value realization, retention, and account growth. Serves as a trusted advisor to executive stakeholders, develops joint success plans, monitors customer health, mitigates churn, manages escalations, and coordinates cross-functional teams. The role requires strong communication, data analysis, CRM proficiency, healthcare and enterprise account management experience, and travel to client locations as needed.

The Senior Customer Experience Manager defines, governs, and measures the end-to-end customer experience. The role leads quantitative and qualitative research, coaches internal and external resources, analyzes complex customer and business data, influences stakeholders, and applies insights to strategic and operational challenges. Success requires strong marketing research experience, customer experience measurement expertise, analytical ability, business influence, and proficiency with Excel, PowerPoint, and Power BI. Healthcare and SaaS experience are preferred.

Lead enterprise Salesforce architecture by translating business requirements into scalable Salesforce solutions, driving taxonomy and domain alignment, managing architecture reviews, guiding integrations and data migrations, developing technical standards and roadmaps, and mentoring teams to deliver large-scale CPQ/Product-to-Cash and SaaS implementations.

Lead Salesforce Product-to-Cash architecture, coach engineers, design HLD/LLD and roadmaps, govern integrations and billing systems, build POCs, apply AI-first solutions, and ensure scalable, secure Revenue Cloud/CPQ implementations across quoting, billing, invoicing, and revenue processes.

Executive leader responsible for defining and scaling PointClickCare’s enterprise data products strategy. Owns customer-facing data products, APIs, interoperability, marketplace capabilities, data monetization, and AI-enabled solutions. Leads portfolio strategy, investment priorities, commercial growth, partnerships, and ecosystem expansion while balancing privacy, regulatory compliance, and intellectual property protection. Builds and develops a senior product leadership organization and influences corporate strategy, customers, partners, analysts, and cross-functional stakeholders.