Overview
(Canada) Customer Operations Launch Manager – 1 Year Contract Jobs in Mississauga, Ontario at PointClickCare
Title: (Canada) Customer Operations Launch Manager – 1 Year Contract
Company: PointClickCare
Location: Mississauga, Ontario
For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Reporting to the Manager, Customer Care Launch, you will act as the customer operations liaison to lead multiple market ready health care solutions and services launch projects simultaneously. You will 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. You will 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. To accomplish this, you will 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. You will work in conjunction with product leaders and cross-functional teams.
Travel requirement 0-25%
Key Responsibilities
Plan, organize, and execute on multiple solution or services introductions in partnership with the cross-functional team that maximizes the customer value and business outcomes.
Work with a cross-functional team of professional services, customer operations, and customer support professionals to create and execute a set of launch goals.
Create and manage a plan designed to achieve the launch goals and successfully execute a scalable launch strategy with the cross-functional team.
Lead the customer operations team in identifying outcomes and operational performance metrics, defining operations launch goals, and monitoring and measuring launch results against goals.
Ensure activities are planned, executed, and adjusted as needed based on launch results.
Drive results to plan efficiency in implementation processes and practices, customer engagement/value experiences, effort models, and professional service fees determination.
Deliver transparent and immediate analysis and feedback on risks, issues, team and project performance, and adjust the plan accordingly.
Prioritize projects, resources, and budget, balance business needs with technical constraints, and drive successful organizational readiness based on importance and urgency in support of the new solution or service offering.
Lead continuous and measurable improvement in launch processes to accelerate customer time-to-value and business time-to-revenue.
Systematically convey pros and cons of alternative solutions to complex issues and achieve consensus on launch approach.
Generate new perspectives, frameworks, and innovative ideas which are strategically sound and challenge the status quo and enable problem resolution.
Develop and execute communication of complex information to team members and stakeholder groups.
Provide coaching, mentoring, and support to team members and peers.
Required Qualificatio…
