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Customer Care Launch Manager @Pointclickcare

[Hiring] Customer Care Launch Manager @Pointclickcare

Mar 27, 2025 - Pointclickcare is hiring a remote Customer Care Launch Manager. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As the post-sales customer care liaison, reporting to the Director of Enablement for A&P Professional Services, you will own the launch of multiple market-ready healthcare solutions and services. You will be the connective tissue between our Software Commercialization Team and Product Leaders and our post-sales teams, including Professional Services, Technical Services, Customer Success, and Customer Support.

You will bring a blend of strategic, operational, and product experience to ensure our teams are well prepared for the successful launch of new solutions, as well as feature and function updates to existing product offerings.

You will work cross functionally to define strategies, develop tools, and execute programs that drive the launch process from early access pilots to commercial availability, ensuring both customer time-to-value and company time-to-revenue are maximized.

To achieve this, you will leverage your experience in SaaS new product introduction, project management skills, and business acumen to build effective internal partnerships, drive business impact, and navigate ambiguity.

Key Responsibilities

  • Define deliverables for post-sales teams' needs (Professional Services, Technical Services, Customer Success, and Customer Support) for the phases of New Product Introduction and Release & Roll Out process.
  • Build the project plan and timelines with defined deliverables for all new A&P product launches for the Professional Services, Technical Services, Customer Success and Customer Support teams.
  • Ensure these teams are prepared to introduce, support and expand adoption of all releases at scale.
  • Measure and analyze launch goals and performance metrics to ensure successful outcomes and continuous improvement.
  • Establish a clear and effective communication strategy for all releases to keep stakeholders informed and aligned.
  • Continuously monitor the implementation of the new product, shadowing in-progress implementations to identify any issues or areas for improvement.
  • Strive to understand the “why” behind current workflows and enthusiastically develop improvements.

Qualifications

  • Experience in SaaS new product introductions and new product enhancement releases, specifically in Healthcare.
  • Experience with agile methodologies, Scrum Master Certified (SMC), Project Management Professional (PMP).
  • Excellent communicator, comfortable engaging with both technical and non-technical audiences through written and verbal communication.
  • Detailed and action-oriented: enjoy taking on new opportunities, tough challenges, and do so with a sense of urgency, high energy, and enthusiasm.
  • Excel at time management and prioritization, juggling a variety of projects, working autonomously and developing efficient workflow practices.

Requirements

  • Ability to learn each team's language and be able to translate for others.
  • Ability to communicate up and out throughout each launch and new release.
  • Strong need to keep the energy up and the teams motivated.
  • Ability to manage to a plan, identify and mitigate risk, and adapt and pivot in a dynamic environment.
  • Travel: 25% or less

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📍 Be aware of the location restriction for this remote position: USA
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Back to Remote jobs  >   Project Management
Customer Care Launch Manager @Pointclickcare
Project Management
Salary 💸 unspecified
Remote Location
USA
Job Type full-time
Posted Mar 27, 2025
Apply for this position Unlock 54,771 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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