Pccarx
Texas 1
PCCA
9901 S. Wilcrest Dr.
Houston, TX 77099, USA
Texas 1 PCCA 9901 S. Wilcrest Dr. Houston, TX 77099, USA
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 PCCA’s 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. Qualifications
Skills
Behaviors
Preferred
Innovative
:
Consistently introduces new ideas and demonstrates original thinking Leader
Leader
:
Inspires teammates to follow them : Motivations
Preferred
Goal Completion
Goal Completion
:
Inspired to perform well by the completion of tasks Growth Opportunities
:
Inspired to perform well by the chance to take on more responsibility Self-Starter
:
Inspired to perform without outside help : Education
Required
Bachelors or better. Experience
Licenses & Certifications
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Texas 1 PCCA 9901 S. Wilcrest Dr. Houston, TX 77099, USA
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 PCCA’s 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. Qualifications
Skills
Behaviors
Preferred
Innovative
:
Consistently introduces new ideas and demonstrates original thinking Leader
Leader
:
Inspires teammates to follow them : Motivations
Preferred
Goal Completion
Goal Completion
:
Inspired to perform well by the completion of tasks Growth Opportunities
:
Inspired to perform well by the chance to take on more responsibility Self-Starter
:
Inspired to perform without outside help : Education
Required
Bachelors or better. Experience
Licenses & Certifications
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr