PointClickCare

Art Director

• Oversee and evolve clear guidelines for user experience and product content, including how users interact with AI-enabled functionality to improve efficiency across roles in the healthcare continuum
• Champion and lead initiatives to improve UX quality and drive AI transformation, defining success metrics and measuring impact on key business outcomes
• Standardize interaction patterns, content design practices, and the growth and adoption of the internal design system across multiple products and teams
• Partner closely with Product and Engineering executive leadership to align on strategy, initiative progress, and risk mitigation
• Collaborate with Outbound Product, Escalations, and Customer Success teams to identify high-impact user pain points and translate them into actionable experience improvements
• Ensure UX and content design are embedded early in product discovery, planning, and decision-making processes
• Clarify decision rights and ownership at the intersection of Product and UX to enable efficient, high-confidence decision-making
• Reduce ambiguity and rework by establishing clear accountability models and scalable design governance practices
• Build, lead, and develop high-performing teams across UX design, content design, and user research, including coaching managers and senior ICs
• Establish operating rhythms, measurable goals, and performance expectations aligned with Product and Engineering organizational standards
• Foster a culture of excellence, discipline, clarity, and continuous learning across distributed teams
• Enable adoption of AI-supported workflows, tools, and design practices to improve team productivity, quality, and delivery speed
• Drive measurable improvements in product adoption, usability, accessibility, and overall customer satisfaction

Senior Director, Design & User Experience

Product Manager

• Understand company strategy and how it connects to Product strategy and assigned scope.
• Become the product expert for the Advanced Insights module, including its reporting capabilities, data sources, and the value it delivers to Skilled Nursing and Senior Care customers.
• Work directly on business intelligence reports, delivering new features and enhancements that improve usability, insight generation, and customer outcomes.
• Support and evolve existing reporting (e.g., rehospitalization metrics, quality measures, and outcomes-focused reports) to help facilities deliver high-quality care.
• Update and expand reporting with new datasets, including state-based reimbursement reporting and enhancements driven by evolving regulatory and customer needs.
• Collaborate on the adoption and integration of new visualization tools and technologies to improve reporting experiences.
• Serve as the voice of the customer to a scrum team inclusive of engineering and UX, partnering with engineering leads to manage ceremonies associated with product delivery.
• Maintain a prioritized backlog, leveraging tools such as JIRA and Aha! to develop detailed user stories, acceptance criteria, and requirements for engineering teams.
• Contribute to product roadmap development using Aha!, supporting feature definition, prioritization, and alignment with business goals.
• Partner closely with Insights Engineering teams (including application and data modeling functions) to deliver high-quality, end-to-end product experiences.
• Work with engineering, data, and AI platform teams to ensure seamless data flow across reporting and analytics pipelines.
• Leverage AI tools (e.g., Claude) to support JIRA and Aha! workflows, create internal and external presentation materials, and conduct research to inform product decisions.
• Work with customers and internal stakeholders to validate product-market fit and continuously assess opportunities to improve products and services.
• Identify, communicate, and bring the right people together to manage risks in a timely and effective manner.

Associate Product Manager – Advanced Insights

Artificial Intelligence

• As an AI Solutions Specialist, you will be a hands-on contributor on PointClickCare’s Customer Experience team, bridging the worlds of AI-powered customer success and intelligent workflow automation to drive measurable outcomes across the customer lifecycle.
• You will work across enterprise platforms (Salesforce, Gainsight, Gong, and others), identifying high-value use cases, building and maintaining agentic workflows and automations, and partnering cross-functionally to embed AI into core customer engagement processes.
• You will use tools like prompt engineering, workflow orchestration platforms (n8n, Make, Zapier), and LLM APIs to build practical solutions — translating business needs into working automations rather than production-grade software.
• This role is critical to PointClickCare’s strategy of scaling customer success and support through AI: it provides the hands-on capacity to identify use cases, stand up intelligent workflows, and continuously optimize them based on real performance data — freeing senior technical resources to focus on the most complex engineering challenges.

AI Solutions Specialist

• Identify high-impact opportunities where AI agents and automations can improve customer adoption, retention, and operational efficiency.
• Design and execute AI-driven customer success programs including digital journeys, automated interventions, and agent-led workflows.
• Translate business requirements into working prototypes and production-ready solutions using no-code and low-code tools, LLM APIs, and prompt engineering.
• Drive continuous optimization of AI programs based on performance data and customer feedback.
• Design and implement workflow orchestration pipelines using tools such as n8n, Make, Zapier, or custom-built logic layers.
• Integrate AI solutions across enterprise platforms (Salesforce, Gainsight, Gong, Pendo) via APIs, webhooks, and middleware.
• Manage data flows between systems, ensuring reliability and scalability of AI-driven processes without requiring engineering support for routine changes.
• Develop, test, and iterate on prompt engineering strategies to maximize model accuracy, consistency, and performance.
• Apply RAG (Retrieval-Augmented Generation) patterns and evaluation frameworks to improve solution quality.
• Monitor AI program performance (engagement, success rates, efficiency metrics) and translate data into actionable improvements.
• Partner with Customer Success, Product, Engineering, Operations, and Enablement to embed AI into core workflows and customer engagement strategies.

Business Analyst

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Solutions Analyst – Clinical, MDS 3.0

Customer Success Manager

• Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.
• The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.
• This position can work remotely and will travel to various client locations as required.
• Travel Requirement - 50%

Customer Success Manager, Physician Groups

Analyst

• Conduct thorough reviews of contract documents to ensure accuracy and compliance.
• Proven ability to manage high-volume contract review workloads.
• Accurately input contract details into CLM and CRM platforms.
• Maintain and update the CLM database.
• Regularly validate key information within existing agreements.
• Detect and report discrepancies in contracts.
• Work closely with legal and compliance teams.
• Maintain organized records of all reviewed contracts and documentation.
• Use technology and AI to improve contract operations.
• Take ownership of assigned work and meet deadlines.

Contracts Analyst

DevOps Engineer

• Own service level objectives, error budgets, and reliability targets for the infrastructure underpinning cloud-based platforms — ensuring infrastructure observability (metrics, logs, traces), alert quality, and telemetry completeness across platform components and serving endpoints
• Design, build, and maintain infrastructure-as-code, operational automation, and change control workflows for AI/ML platforms — with a focus on repeatability, consistency, and toil reduction
• Implement and maintain platform security controls — including network segmentation, secrets management, encryption, and data protection safeguards — aligned to compliance requirements and partnering with security teams to respond to emerging risks
• Lead incident response and blameless postmortems; validate backup/restore and disaster recovery processes; conduct game days and resiliency testing to harden platform and infrastructure reliability
• Mentor engineers, influence design reviews, and collaborate across engineering teams to improve platform resiliency, cost efficiency, capacity planning, and operational standards

Senior Site Reliability Engineer, AI Infrastructure

Account Executive

• Own and achieve assigned revenue quota by leading end‑to‑end sales execution across a defined territory or portfolio of named accounts, with accountability for pipeline health, deal strategy, and closed‑won results.
• Develop and execute strategic account and territory plans informed by whitespace analysis, customer segmentation, win/loss insights, and near‑ and long‑term growth opportunities.
• Build and expand executive‑level relationships by tailoring engagement strategies across clinical, operational, and financial stakeholders, elevating conversations from feature‑based discussions to strategic and transformational value.
• Lead complex, consultative sales opportunities by surfacing explicit and implicit customer needs, aligning PointClickCare solutions to high‑impact problems, and facilitating ROI‑ and outcome‑based selling aligned to customer business models.
• Structure and negotiate complex deals within established commercial frameworks by clearly communicating pricing models, business cases, and trade‑offs, navigating procurement and legal processes as needed, and balancing customer value with company objectives.
• Use approved AI‑enabled tools to improve productivity, prioritization, and quality of outcomes, validating AI‑generated outputs, maintaining data accuracy, and following governance requirements.

Account Executive – Payer

• Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.
• This position can work remotely and will travel to various client locations as required.
• The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.

Senior Customer Success Manager, Enterprise

• Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.
• The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level.
• This position can work remotely and will travel to various client locations as required.
• Collaborate with internal account teams to build and maintain relationships.

Sr. Customer Success Manager, Enterprise

• Capture data, technical integration requirements and develop data flow diagrams, data dictionaries, data mapping.
• Facilitate interviews and process workshops to gather requirements from key stakeholders.
• Document and maintain the end-to-end business data-flow catalogue for any given business lifecycle.
• Lead business data critical initiatives and related requirement development, providing guidance on upstream and downstream impacts.

Senior Business Analyst – 6 month contract

• Capture data, technical integration requirements and develop data flow diagrams, data dictionaries, data mapping, entity relationship diagrams and ‘To-be’/’As-Is’ process flow diagrams.
• Facilitate interviews and process workshops to gather requirements from key stakeholders, while also identifying opportunities to improve the business, using information technology as an enabler.
• In collaboration with the business SME, build user stories translated from to-be use-case(s) and process maps, functional and non-functional requirements, including success criteria.
• Work to identify user story dependencies; participate in both Grooming and Planning working sessions to validate user story definition, impact, priority, and value.
• Design, build and maintain the enterprise business data architecture in collaboration with and in support of the enterprise business systems landscape.
• In collaboration with the Business Systems Manager team, design and produce the applicable roadmap(s) of data management.
• Mentor and coach team members on best practices standards in business data flow and enterprise system integration process modelling.
• Document and maintain the end-to-end business data-flow catalogue for any given business lifecycle.
• Identify critical relationships across systems, gaps and/or areas of risk, including any mitigation solutions.
• Document and maintain the Data Service Catalogue for best-practice delivery playbooks and standards, including but not limited to process management, system user access/persona, and release management.
• Lead business data critical initiatives and related requirement development, providing guidance on upstream and downstream impacts, including any risk mitigation solutions, and the necessary implementation workstreams and success criteria.
• Partner with Enterprise Applications team, providing guidance and support on dataflow, migration and data integrity best practices.
• Provide support in existing and new system integrations; provide support to maintain the Enterprise Integrations Catalogue.
• Provide support in existing and new systems events (new system acquisitions, integrations, 3rd party tools, new release capabilities and/or upgrades, etc.).
• Partner with the EDA and Data Intelligence team, providing support to the enterprise data repositories and constructs, including but not limited to business data dictionaries, reporting and analytical capabilities.
• Provide support on the design, business value and implementation of in-system vs Enterprise Data Warehouse (EDW) reporting capabilities.
• Provide support applicable in the enterprise data governance programs, promoting the value (and accountability) of data stewardship and/vs. data integrity.
• Provide support with 3rd party data providers, including but not limited to cleansing, adjudication, and enrichment.
• Promote the enterprise-wide common catalog of metrics and KPIs toward high-performance insights.
• Partner with any other OCIO (or Enablement) teams to support in any enterprise infrastructure or architecture programs, including but not limited to TSS in user management, Security, & Trust in access and risk management, and audit, Business Continuity Planning (BPC), etc.

Risk

• Serve as a key clinical SME embedded within product and AI teams
• Perform first-line clinical risk and workflow assessments for product enhancements and new features
• Support intake triage of Clinical Affairs requests
• Represent Clinical Affairs in recurring product, engineering, and operational meetings
• Draft clinical risk summaries, validation notes, and supporting documentation

Senior Director, Design & User Experience

Associate Product Manager – Advanced Insights

Associate Product Manager – Advanced Insights

AI Solutions Specialist

AI Solutions Specialist

Solutions Analyst – Clinical, MDS 3.0

Customer Success Manager, Physician Groups

Contracts Analyst

Senior Site Reliability Engineer, AI Infrastructure

Account Executive – Payer

Senior Customer Success Manager, Enterprise

Sr. Customer Success Manager, Enterprise

Senior Business Analyst – 6 month contract

Senior Business Analyst – 6 month contract

Senior Clinical Affairs Nurse – Product & Risk