Professional Services Manager

What Were Looking For

The Professional Services Manager plays a critical leadership role in delivering an exceptional customer experience throughout the lifecycle of our PK Software clients. This role oversees two key functional areas:

1. Customer Care Managing support and onboarding operations.

2. Solutions Guiding implementation training and software demonstrations.

The ideal candidate is a hands-on collaborative leader with a deep understanding of SaaS service delivery a passion for customer success and the ability to align team efforts with strategic business goals.

What You Will Do

Leadership & Team Management

Lead mentor and grow a high-performing team of software support specialists implementation team support manager and solutions manager.

Foster a culture of ownership accountability and continuous improvement.

Establish clear goals performance metrics and professional development paths.

Customer Experience & Retention

Ensure a seamless onboarding experience for new pharmacy clients adopting PK Software.

Oversee daily customer support to maintain high satisfaction responsiveness and resolution quality.

Collaborate with product and engineering teams to relay feedback and escalate technical needs.

Solutions & Implementation Oversight

Manage implementation workflows and customer success plans to ensure timely efficient deployments.

Partner with the Solutions Manager to deliver tailored software demonstrations to prospective clients.

Standardize and scale best practices for implementation and feature adoption.

Operational Excellence

Build and refine SOPs for onboarding support ticket handling and project management.

Leverage data to identify trends track KPIs and improve operational efficiency.

Champion the use of CRM and support platforms (e.g. Zendesk HubSpot) to streamline service delivery.

Strategic Collaboration

Create new revenue streams through customized professional services.

Address clients evolving needs that fall outside core product functionality.

Improve retention by providing solutions for complex requirements.

Establish a consultative approach that strengthens client relationships.

Serve as the voice of the customer internally and contribute to product roadmap discussions.

Align with Sales Product and Marketing teams to ensure a consistent customer-focused experience.

Support strategic initiatives such as migrations new feature rollouts and educational programs.

Who You Are

Qualifications:

Five or more years of experience in SaaS pharmacy technology or healthcare software services.

Two or more years of team leadership or people management experience.

Proven success in customer onboarding support or implementation roles.

Strong understanding of pharmacy operations or healthcare software workflows (compounding pharmacy experience is a strong plus).

Excellent project management communication and cross-functional collaboration skills.

Experience with customer service and CRM tools such as Zendesk HubSpot or Salesforce.

Passion for building scalable customer-centric service processes.

Why Join PCCAs PK Software Team

Help shape the future of pharmacy technology in a mission-driven organization.

Work with passionate experts and innovative customers who are redefining personalized medicine.

Competitive compensation benefits and growth opportunities within a respected global leader.

Who We Are

PCCA is a global leader in personalized medicine solutions supporting compounding pharmacists with the tools training and technologies to advance patient care. PK Software a PCCA product is the trusted platform for pharmacy operations compliance and formulation management. As we continue to grow and evolve PK Software we are seeking a proven leader to guide our customer experience and implementation teams through this exciting phase of innovation.

Required Experience:

Manager