Sr Manager, Technical Delivery (Salesforce) (US)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

 

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

 

Join us and be part of a team that is making a real impact.

 

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Reporting to the Director, Technical Delivery, this role will be responsible for leading a cross-functional team of application engineers, business analysts, and test engineers operating in an agile framework. The technical delivery team supports implementation and enhancement of enterprise level systems which are integral to our daily operations and customer interactions. 

This is a critical leadership role driving the success of key digital transformation initiatives by fostering trust, collaboration, innovation, commitment, accountability, and team results. This role is instrumental in delivering high-quality solutions that meet our business objectives and exceed customer expectations.

•Deliver key value to our business partners through on time/budget delivery, consistently exceed or meet targets, while developing solutions that create efficiencies for the enterprise.

•Drive team results by leading and guiding the day-to-day team activities, supporting and unblocking the team to successfully resolve incidents, deliver enhancements and execute projects ensuring alignment with business requirements, quality standards, and best practices.

•Develop and implement lean delivery processes for a cross-functional team of application engineers, business analysts and test engineers

•Co-lead the reduction of technical debt by coaching the team to be forward thinking and prioritizing holistic out of the box scalable solutions over customizations.

•Guarantee prompt delivery and top-notch quality of projects and enhancements through implementation and ongoing enhancement of service delivery metrics and customer satisfaction scores

•Provide technical guidance and mentorship to Salesforce/NetSuite developers and administrators, fostering a culture of excellence and innovation

•Proactively monitor and analyze key performance indicators (KPIs) and other service-related performance metrics to drive improvements in resource utilization and customer satisfaction.

•Drives the development and execution test plans, test cases, and UAT scripts to validate that Salesforce/NetSuite solutions meet business requirements and quality standards through business analysis & testing teams.   

•Ensure that the business analysts collaborate with business stakeholders to understand their needs, goals, and pain points, translating requirements into actionable user stories, process flows, and functional specification.

•In collaboration with Senior leadership, Business Solution Managers and the Project Management Office, support the overall planning, resourcing, execution and successful delivery of systems projects and enhancements while ensuring effective utilization of resources.

•Hire, build, lead, and mentor a high-performing hybrid team of Application Engineers, fostering a culture of trust, collaboration, accountability, and innovation.

•Effectively manage resource allocation, workload distribution, and capacity planning to ensure optimal team performance.

•Collaborate with cross-functional leaders and coordinate training sessions, foster cross-training initiatives, and encourage knowledge sharing to mitigate skills gaps and enhance team collaboration

•Set performance expectations, goals, manage, mentor and coach the team to maintain a high team performance and conduct regular performance reviews for team members and provide ongoing coaching and development opportunities while fostering a culture of continuous learning.

•Coach the team to adopt a customer-centric mindset, always prioritizing the customer's needs while providing value and balancing insightful recommendations when building scalable and efficient solutions.

•Coach and monitor performance behaviors like accountability, commitment, self-management, proactiveness, and a sense of urgency that form the foundation of a top-performing delivery team, while encouraging innovation and driving a growth mindset across the team.

•Prioritize talent development through understanding the team’s passions for personal growth, desired career paths and opportunities, coach and mentor them to adopt a growth mindset which will support exponential growth on the team.

•Bachelor's degree in computer science, Information Technology, or equivalent experience.

•Minimum 10 years of experience with at least 5 years leading a cross-functional highly effective team in the IT industry bringing strong leadership, communication, interpersonal, self-management, and conflict resolution skills.

•Experience and certification in Salesforce Cloud and integrations and NetSuite

•Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga etc.

•Experience managing performance, coaching and mentoring talent and demonstrated success attracting, developing, and retaining top performers.

•Experience working in agile (Scrum, Kanban) and waterfall methodologies.

•Knowledge and experience working with DevOps, automation and manual testing and business analysis processes

•Proven track record to coach the team to navigate complex infrastructure and business systems projects, aiming to complete them on time and budget, to deliver value and quality.

•Excellent presentation, written and verbal communication skills with strong attention to detail

•Strong project management skills with the ability to plan, manage and control resources, timelines, and budget.

•A strong business acumen with the ability to proactively balance business, performance and people leadership needs on a team.

•A strategic mindset with the ability to foresee and understand end-to-end processes, dependencies, and downstream effects.

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

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