Manager, Professional Services

HealthEdge • Full-time • Remote • $132k - $147k / year • 9h ago

Overview

Overview:

The Manager of Professional Services is a strategic, client-facing people leader responsible for managing and developing a team of Business Consultants who deliver consulting services acrossHealthEdgesoftware implementation and expansion engagements. This role serves as a key leadership resource within the Global Professional Services (GPS) organization, reporting to senior GPS leadership.

The Manager, ProfessionalServicesisa frontline management role with two primary areas of responsibility:

Services Delivery:Accountable for the successful, on-time, and on-budgetdelivery of software implementation and expansion engagements. This includes driving operational excellence across the full project lifecycle, managing risks and escalations, and ensuring clientobjectivesare met with a high degree of quality and satisfaction.

People Management:Responsible for hiring, developing, andretaininga high-performing team of Business Consultants, including participation in staffing decisions, performance reviews, and career development support.

The ideal candidate is a proven people leader and delivery-focused operator who brings both strategic perspective and hands-on depth. They serve asa trusted advisorto clients anda strong internal partnerto Client Operations and Customer Success leadership, with a shared focus on driving successful, high-quality implementations.HealthRulesPayor (HRP) is the primary platform context for this role.

About Global Professional Services:

The Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Engagements include customer implementations, business expansion, and optimization initiatives across theHealthEdgeproduct portfolio.

Essential Duties and Responsibilities:

Directly manage a team of Business Consultants, providing day-to-day leadership, guidance, and performance oversight.

Ensure all team members have a clear understanding of client businessobjectivesand the implementation plans in place to achieve them.

Oversee the successful, on-time, and on-budget delivery of software implementation and expansion projects,maintaininga high standard of quality and client satisfaction throughout.

Drive operational efficiency across project delivery by developing and enforcing consistent processes, methodologies, and best practices.

Monitor project timelines, budgets, and resource allocation;identifyand address risks before theyimpactdelivery outcomes.

Serve as a strategic partner to client stakeholders and internal Client Operations and Customer Success leaders, ensuring alignment onobjectives, priorities, and delivery status throughout the engagement lifecycle.

Act as a primary escalation point for client issues; proactively manage risks and lead corrective action planning with a client-first mindset.

Lead scoping, sizing, and estimating efforts for assigned engagements, andmanagecompeting priorities across the project portfolio.

Coach customers onHealthEdgebest practices and advocate for client needs internally to drive the best possible outcomes.

Collaborate cross-functionallywith Sales, Product, Customer Success, and other internal teams to ensure alignmentonclientobjectivesand delivery requirements.

Provide regular coaching, feedback, and career development support to direct reports; encourage ownership of individual career growth.

Participate in recruiting and employee development activities to build a balanced team with the right mix of skills.

Prepare and present delivery performance metrics, project insights, and status updates to GPS and senior leadership.

Drive continuous improvement initiatives that enhance client satisfaction, delivery quality, and team capability.

Perform all job functions consistent withHealthEdgepolicies and procedures, including those governing the handling of PHI and PII.

Support internal initiatives andadditionalduties as assigned orrequired.

Minimum Required Qualifications:

8 or more years of experience in a consulting or professional services role within a technology companyoperatingwith a SaaS model.

3 or more years of direct people management experience, withdemonstratedsuccess leading and developing consulting teams.

Bachelors degree in Business Administration, Information Technology, or a related field; equivalent experience considered.

Prior health plan industry experience (HMO, PPO, POS, MAPD, Medicare, Medicaid, Dental, etc.)stronglypreferred.

Experience with Health Plan Claims and Benefits Administration software.

Proventrack recordleading complex software implementation engagements, including client discovery, requirements gathering, configuration oversight, and end-to-end delivery.

Demonstrated ability to manage project timelines, budgets, and resource allocation todeliver oncommitments.

Strong analytical and problem-solving skills, with the ability to negotiate solutions that address the needs of diverse stakeholders.

Excellent written and verbal communication skills, with the ability to tailor messaging for a wide range of audiences, including executive stakeholders.

Demonstrated ability to build strong client relationships andoperateas a trusted advisor throughout the engagement lifecycle.

Ability to manage cross-functional relationships and work effectively in a matrixed environment.

Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.

Proficiencyin conflict management and navigating difficult conversations with confidence and diplomacy.

Ability to guide business design, configuration approach, and execution planning as it relates to theHealthRulesPayor platform.

Experience with Smartsheet and Salesforce preferred.

HealthRulesPayor experience preferred.

Geographic Responsibility:WhileHealthEdgeis located inBoston, MAyou may live anywhere in the U.S.

Type of Employment:Full-time, permanent

FLSA Classification (USA Only):Exempt

Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.