PointClickCare

Customer Support

• Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare
• Define, govern and measure the end-to-end customer experience
• Influence others to adopt a different point of view and anticipate and mitigate objections
• Provide day-to-day direction and coaching to internal and external resources on quantitative and qualitative research projects
• Solve complex issues requiring in-depth evaluation of situations or data
• Integrate discipline best practices and apply advanced technical skills

Senior Customer Experience Manager

• Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare
• Define, govern and measure the end-to-end customer experience
• Influence others to adopt a different point of view
• Anticipate objections and influence others to mitigate concerns or challenges
• Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques
• Provide day-to-day direction and coaching to internal and external resources
• Solve complex issues or problems requiring in-depth evaluation of situations or data
• Integrate best practices in a discipline with others and apply advanced technical skills

Learning and Development

• Prepare and deliver high-quality training to new and existing customers
• Conduct classroom and instructor-led training at company sites, industry conferences, and customer locations, both online and onsite
• Coordinate and schedule training sessions, including participant and resource management
• Promote adoption of online learning modules such as SmartZone
• Determine individual and group training needs
• Evaluate and improve training formats, materials, and delivery methods
• Use AI tools to analyze learner feedback and performance data and improve training content and delivery
• Maintain current curriculum and training content aligned with product updates and industry standards
• Implement reinforcement strategies including spaced-learning campaigns, micro-challenges, job aids, and peer learning groups
• Facilitate communities of practice, user groups, and ongoing enablement sessions
• Define training expectations and assess post-training knowledge transfer
• Develop, mentor, and coach customer super users through train-the-trainer programs
• Maintain up-to-date training databases and content
• Collaborate with Product, Support, and Customer Success teams
• Identify and escalate risks related to product adoption, technology, knowledge retention, or self-learning access
• Support KPIs including process compliance and customer satisfaction scores
• Recommend and improve AI-native processes
• Participate in educational workshops, seminars, certification, and release training
• Report to the Sr Manager, Professional Services

Software Training Specialist – Clinical

• Prepare and deliver high-quality training to new and existing customers
• Conduct classroom training at company sites, industry conferences, or customer locations
• Coordinate and schedule training sessions, including participant and resource management
• Promote and facilitate adoption of online learning modules such as SmartZone
• Determine individual and group training needs
• Evaluate and improve training formats, materials, and delivery methods
• Use AI tools to analyze learner feedback and performance data and improve training content and delivery
• Solicit and provide curriculum and program design feedback
• Implement spaced-learning campaigns, micro-challenges, job aids, and peer learning groups
• Facilitate communities of practice, user groups, and enablement sessions
• Define and communicate training expectations to end users
• Develop and mentor customer super users
• Deliver train-the-trainer programs, including coaching and shadowing
• Assess post-training knowledge transfer
• Maintain current training databases and content
• Collaborate with Product, Support, and Customer Success teams
• Identify and escalate product adoption, technology, knowledge retention, or self-learning resource issues
• Support KPIs including process compliance and customer satisfaction scores
• Recommend and improve AI-native processes
• Participate in educational workshops, seminars, certification, and release training
• Report to the Sr Manager, Professional Services

Sales

• Own new bookings for the Senior Living business unit and stand up the go-to-market engine
• Partner with the SVP & GM to segment the market and define coverage
• Recruit, onboard, and ramp a national team of Enterprise and Regional sellers
• Defend and grow the existing Enterprise customer base while building Regional volume
• Run weekly forecast and pipeline inspection, coverage modeling, and accurate commits
• Personally engage in top strategic opportunities to remove risk and accelerate sales cycles
• Design territories, quotas, CRM structure, forecasting cadence, and reporting infrastructure
• Build, codify, measure, and iterate sales processes, qualification standards, playbooks, and deal strategies
• Manage legacy-to-new product migration conversations alongside new-logo pipeline
• Define and enforce a five-star prospect experience, including SLAs, discovery, demos, business cases, and handoffs
• Lead Enterprise and Regional Account Executives through 1:1s, deal strategy sessions, feedback, and performance management
• Collaborate cross-functionally on pipeline generation, deal support, implementation confidence, forecasting, upsell, and cross-sell
• Build relationships with institutional ownership groups such as REITs and private equity operators
• Represent Senior Living at tradeshows, industry summits, and speaking engagements
• Track market trends, competitor moves, and win/loss themes
• Implement AI-first sales use cases including account research, personalization, call and deal intelligence, and forecasting

VP, Senior Living Sales

• Own new bookings for the Senior Living business unit
• Stand up the go-to-market engine and reverse declining bookings
• Partner with the SVP & GM to segment the market and define coverage
• Recruit, onboard, and ramp a national team of Enterprise and Regional sellers
• Defend and grow the existing Enterprise customer base while building Regional volume
• Build and manage Enterprise and Regional Account Executives
• Run weekly forecast and pipeline inspection, coverage modeling, and accurate commits
• Personally engage in top strategic opportunities to remove risk and accelerate sales cycles
• Design territories, quotas, CRM structure, forecasting cadence, and reporting infrastructure
• Build, codify, measure, and iterate sales processes, qualification standards, playbooks, and deal strategies
• Manage legacy-to-new product migration conversations alongside new-logo pipeline
• Define and enforce a five-star prospect experience, including response-time SLAs, discovery, tailored demos, business cases, and handoffs
• Lead weekly 1:1s and deal strategy sessions; set expectations, provide feedback, and manage performance
• Partner cross-functionally with Marketing, SDRs, Solution Design, Professional Services, Revenue Operations, Data Science, Customer Success, Partnerships, and Senior Care
• Build relationships with REITs and private equity ownership groups
• Represent Senior Living at tradeshows, industry summits, and speaking engagements
• Track market trends, competitor moves, and win/loss themes
• Apply AI to account research, personalization, call and deal intelligence, and forecasting

Business Analyst

• Provide world-class customer support and successful outcomes for clients with challenges relating to application administration, configuration, and utilization
• Develop an in-depth understanding of cloud-based software supporting processes and patient care in long-term care facilities
• Resolve complex technical issues through log analysis, research, or problem recreation
• Work cross-functionally to deliver quality, satisfaction, and customer resolutions
• Use and search the knowledge base and contribute new or updated content
• Advocate and exemplify KCS methodologies
• Exceed established service delivery guidelines and key performance indicators
• Mentor less experienced team members on SaaS troubleshooting, customer support best practices, and internal processes
• Document problems, investigative steps, and resolutions via phone, email, chat, and web portal in the help desk ticketing system
• Prioritize daily tasks and resolve customer problems independently or collaboratively

Senior Solutions Analyst – Clinical

Financial Planning and Analysis

• Prepare quarterly and annual Audit Committee and Board materials, coordinating inputs across finance teams and ensuring timeliness and accuracy
• Prepare US GAAP annual financial statements and note disclosures with appropriate working papers and schedules
• Research and prepare technical position papers related to new accounting standards and complex transactions for senior management and external auditors
• Manage monthly balance sheet and cash flow reporting and operating metrics
• Act as primary liaison between external auditors and internal stakeholders, managing communications and coordinating audit activities
• Leverage AI and automation tools to enhance efficiency and scalability across workflows
• Support the accuracy and completeness of complex accounting treatments, including audit-ready documentation for ASC 350-40 and ASC 842
• Support special projects and ad hoc initiatives with finance and business leaders
• Provide support for month-end close, accounting activities, analysis, and reconciliations
• Maintain ownership of the Risk Control Matrix and support audit and compliance requirements
• Identify opportunities to enhance internal control processes across financial reporting cycles and entity-level controls
• Support monthly, quarterly, and annual financial reporting, including Audit Committee materials, investor materials, and financial statements
• Report to the Senior Manager

Senior Financial Analyst

Systems Engineer

• Serve as product owner for machine learning platform capabilities within PointClickCare
• Work with engineering teams to identify, build, and support traditional ML and hybrid ML/LLM solutions
• Design, build, and operate the machine learning platform enabling teams to develop, deploy, and scale ML solutions
• Build and maintain pipelines, tooling, and infrastructure for model training, deployment, serving, and monitoring
• Translate ML needs into reliable, reusable platform capabilities
• Design and build scalable data and ML pipelines for model training, evaluation, deployment, and serving
• Develop and maintain MLOps tooling and workflows, including model CI/CD, model registry, feature stores, and experiment tracking
• Ensure reliability, observability, and performance of production ML systems through monitoring, alerting, and automated remediation
• Implement ML platform security mechanisms including authentication, role-based access control, audit logging, and compliance monitoring
• Integrate the platform securely with existing systems, APIs, and data sources
• Optimize infrastructure for cost, performance, and scale
• Mentor engineers and promote reusable platform patterns and best practices

Senior Machine Learning Systems Engineer

Analyst

• Partner with senior leaders and cross-functional stakeholders to analyze systems and operational procedures
• Identify opportunities to improve business performance through process redesign, AI, and automation
• Lead discovery conversations, interviews, workshops, and stakeholder walkthroughs
• Conduct gap and impact analyses and recommend solutions
• Collect and document business requirements
• Create and maintain structured process maps
• Coordinate cross-functional project teams to deliver business goals
• Facilitate and participate in User Acceptance Testing
• Support stakeholder alignment throughout implementation
• Act as a process subject matter expert on high-visibility initiatives
• Contribute to and improve the broader continuous improvement methodology

Process Analyst

• Partner with senior leaders and cross-functional stakeholders across Sales, Success, Professional Services, and Support to analyze systems and operational procedures
• Identify opportunities to improve business performance through process redesign, AI, and automation
• Lead discovery conversations, interviews, workshops, and stakeholder walkthroughs
• Conduct gap and impact analyses and recommend solutions
• Collect and document business requirements and create and maintain process maps
• Coordinate cross-functional project teams to deliver business goals
• Facilitate and participate in User Acceptance Testing and stakeholder alignment during implementation
• Serve as a process subject matter expert for high-visibility initiatives
• Contribute to and improve the broader continuous improvement methodology

User Researcher

• Partner with Product and UX Design on project, opportunity, and ideation discovery plans
• Identify customers and stakeholders and recommend appropriate research methodologies
• Lead end-to-end research, including participant recruitment, discussion guide development, study facilitation, analysis, synthesis, and findings sharing
• Conduct surveys, in-depth interviews, remote feedback, usability testing, and prototype-based research
• Conduct user outreach, use-case discovery, persona and journey mapping, validation, and usability studies
• Translate customer feedback and research data into actionable insights and product strategy and design recommendations
• Lead or participate in workshops
• Communicate strategic research decisions and outcomes to leadership and stakeholders
• Provide project leadership to researchers and designers
• Collaborate with subject matter experts, Customer Success, Data Science, and Customer Insights to strengthen understanding of personas, journeys, and use cases and promote research best practices

Senior UX Researcher – 6 month contract

• Plan and conduct UX research, usability studies, and mixed-method discovery
• Partner with Product and UX Design to formulate discovery plans and recommend research methodologies
• Identify and recruit appropriate customers, participants, and stakeholders
• Lead end-to-end research, including discussion guide development, study facilitation, analysis, synthesis, and sharing findings
• Conduct surveys, in-depth interviews, remote feedback, usability testing, prototype-based research, user outreach, use-case discovery, persona and journey mapping, and validation
• Translate customer feedback and research data into actionable insights and strategy and design recommendations
• Lead or participate in workshops and communicate strategic research decisions and outcomes to leadership
• Provide project leadership to researchers and designers
• Collaborate with subject matter experts, Customer Success, Data Science, and Customer Insights to strengthen persona, journey, and use-case understanding

Technical Program Manager

• Manage project scheduling, capacity planning, delivery governance, and go-live readiness for Data Migration initiatives
• Collaborate with Sales, Project Managers, Customer Success Managers, Resource Management, customers, and technical delivery teams
• Support project intake, scheduling, prioritization, and delivery coordination
• Manage project demand, resource forecasting, and capacity planning
• Coordinate Data Migration project go-live readiness and execution
• Monitor project portfolios and drive risk, issue, dependency mitigation and escalation
• Maintain project requests, schedules, dashboards, operational metrics, templates, and documentation
• Lead post-project reviews, root cause analysis, and continuous improvement initiatives
• Implement AI-powered tools, AI agents, copilots, and intelligent automation solutions
• Ensure adherence to governance, security, compliance, data privacy, and responsible AI practices
• Report to the Sr Manager, Technical Services

Technical Program Manager, Technical Services – 8 Month Contract

• Manage project scheduling, capacity planning, delivery governance, and go-live readiness for Data Migration initiatives
• Collaborate with Sales, Project Managers, Customer Success Managers, Resource Management, customers, and technical delivery teams
• Coordinate project intake, scheduling, prioritization, and delivery
• Manage project demand, resource forecasting, and capacity planning
• Coordinate Data Migration project go-live readiness and execution
• Monitor project portfolios and drive risk, issue, dependency mitigation, and escalation
• Maintain project requests, schedules, dashboards, operational metrics, templates, and documentation
• Lead post-project reviews, root cause analysis, and continuous improvement initiatives
• Implement AI-powered tools, AI agents, copilots, and intelligent automation solutions
• Ensure governance, security, compliance, data privacy, and responsible AI practices
• Report to the Sr Manager, Technical Services

Senior Customer Experience Manager

Senior Customer Experience Manager

Software Training Specialist – Clinical

Software Training Specialist – Clinical

VP, Senior Living Sales

VP, Senior Living Sales

Senior Solutions Analyst – Clinical

Senior Financial Analyst

Senior Machine Learning Systems Engineer

Process Analyst

Process Analyst

Senior UX Researcher – 6 month contract

Senior UX Researcher – 6 month contract

Technical Program Manager, Technical Services – 8 Month Contract

Technical Program Manager – Technical Services