Job Description

About us: 

AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

Location and travel requirements: 

This is a Toronto-based hybrid working model role. Some travel within North America will be required for customer-facing events (15%-20% of the time on average).

About the role:

Reporting to the Senior Director of Professional Services Consulting, the Senior Professional Services Consultant has a critical, customer-facing, and internal leadership role enabling the growth of a best-in-class professional services organization. 

This role is tasked with managing a team that ensures the successful delivery of solutions to large, enterprise, and franchise customers, as well as managing their customer-experience along the way. You are considered the subject matter expert in the AlayaCare platform and delivery model as well as relevant industry expertise. You blend this expertise with deep knowledge on segment-specific customer workflows and industry best practices. You will collaborate closely with internal team members and customer stakeholders to ensure project delivery, while assuming responsibility for the health of projects and customer escalations. Beyond software delivery, the Senior Professional Services Consultant is responsible for working with AlayaCare’s existing customer base to determine opportunities for billable consulting engagements to achieve consulting target goals.  

Whether it is large scale implementations, business reviews, integrations, reporting, or other consulting engagements, you are responsible for designing and proposing best-in-class solutions and driving customer behavior towards best practices. You play a key role in positive customer NPS metrics and customer retention (churn mitigation).  Critical to the success of this role is deeply understanding the customer journey and managing customer satisfaction through expert advice and quality delivery. You own your portfolio but work with project managers for guidance to ensure your projects are delivered on time and budget. 

A day in the life: 

• Effectively lead solution design by supporting your team in identifying, designing, and managing the business solution 
• Lead customers and team members in collaboration sessions to drive towards the optimal solution 
• Support your team in requirements gathering, configuration, customization, reporting, testing, and user training 
• Champion process improvement initiatives and identify ways for the team to evolve and innovate 
• Coaching and mentoring team and ensuring quality assurance through adherence to best practices  
• Understand dependencies and interrelationships between different components of the AlayaCare platform and leverage that in the solution design process 
• Develop and deliver data-driven consulting recommendations based on industry and segment-best practices 
• Identify new Professional Services opportunities with existing customers. Serve as a post-sales solutions engineer with the ability to explain value-added features and services, and close deals 
• Coordinate with project managers to ensure projects remain within scope, schedule, and defined budgets and, when necessary, adapt to ensure that the project team adheres to project requirements 
• Lead and mentor a team of consultants, including monitoring achievements against adoption, NPS, and retention metrics 
• Establish and maintain relationships with appropriate customer stakeholders, providing day-to-day contact on solution delivery status and changes 
• Maintain up-to-date knowledge of, and compliance with, internal processes and procedures 
• Perform other job-related duties as assigned 
• Participate in customer-related travel as required (up to 20% of the time) within North America  

What you bring to the team:

• Bachelor’s degree in a related field (health sciences, sciences, social sciences, business, etc.) or a blend of post-secondary education and relevant experience  
• 6+ years of experience in a B2B customer-facing role 
• 4+ years of experience in SaaS (software as a service)  
• 2+ years of experience leading SaaS consulting/professional services/implementation management 
• Experience working with customers or directly within the post-acute healthcare space, ideally home health and/or home infusion programs, would be a definite asset, though not required 
• Experience with healthcare technology would be a definite asset  
• Sound understanding of large and enterprise sized customer implementations 
• Direct experience with project management fundamentals; current or in-process PMP or other equivalent certification would be an asset, though not required  
• Experience with people leadership, mentorship and coaching (ideally direct-reports)  
• Exceptional organizational skills and attention to detail, with the ability to operate effectively in a matrix environment 
• Excellent communication and interpersonal skills, including experience successfully delivering presentations and managing meetings 
• Ability to handle various projects simultaneously; adapts quickly and easily while managing competing priorities 
• Outstanding customer-facing skills with a history of building strong relationships with customers and colleagues 
• Takes the initiative and ownership – proactive, results-oriented, with a can-do attitude in meeting critical deadlines 
• Technical acumen with experience adopting and leveraging various tools and software; experience with tools like Mavenlink, Confluence, HubSpot, Jira, Zendesk would be a definite asset  

What Makes AlayaCare a Great Place to Work: 

• Our products have a positive impact on the lives of countless care workers and care recipients
• Equity in a well-funded, high-growth company 
• Hybrid working models with beautiful and creative office spaces to enjoy within prime locations 
• Virtual and onsite events for employees centered around collaboration, learning, and fun including DEIBA committee events, volunteer events, fireside chats, catered team lunches, and celebrations 
• Comprehensive group benefits program, including telemedicine
• Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses 
• Parental leave top-up program 
• Flexible vacation policy
• Company Wellness Day program for extra time to unwind
• Paid Volunteer Time off Program
• Career growth and learning and development opportunities 
• An entrepreneurial culture of transparency, collaboration, and innovation
• Access to our employee perk program for discounts at various participating vendors 
• We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity. 

If you want to explore AlayaCare further, please visit our website www.alayacare.com. 

Better outcomes, better belonging 

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.  

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration. 

If you require accommodation as part of the recruitment and selection process, please reach out to talentacquisitionteam@alayacare.com. Please note, we do not accept unsolicited headhunter or agency resumes.  

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