Customer Relationship Manager - US Market
AlayaCare
Toronto, Canada
6d ago

Overview :

We are looking for a passionate and customer-focused Customer Relationship Manager, US Market (CRM) to join our Strategic Accounts department to help our customers in the United States take their businesses to the next level using our suite of software offerings.

About AlayaCare :

Delivering over 750,000 episodes of care per month across three continents, the applications we build will literally be in caregivers’ hands as they’re visiting clients in the places they call home.

We are revolutionizing the way home 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 aim to be the operating system for our clients’ businesses, helping them and their employees improve clinical outcomes.

We are looking for talented and passionate individuals to join our purpose of enabling the care we want our loved ones to receive in the place they call home.

We pride ourselves in our open and transparent culture, our diversity and being committed to a workplace where we all feel that we can be ourselves.

Role and Responsibilities :

The CRM will own a portfolio of established accounts and partner with our customers to ensure that they are optimizing the use of our software in their business and recognizing a return on their investment.

You will be responsible for the overall health, success, and retention of your portfolio, and to achieve this, you will be :

  • Proactively managing accounts in your customer base through regular touchpoints
  • Managing customer escalations and escalating further as required
  • Upselling with additional licenses, new modules, and services as well as customer optimization of our software solutions
  • Driving adoption and utilization of features in software solutions
  • Continuously learning and acting as a subject matter expert on product updates, features, and fixes across our product portfolio
  • Acting as an internal advocate for your portfolio and representing your customers’ voices during interactions with different departments including engineering, product, sales, services, and support
  • Prepping your portfolio for any conversions to other AlayaCare software solutions
  • What we are Looking for :

  • You have completed post-secondary education in a relevant discipline (healthcare, healthcare management, business, technology, etc.
  • or a blend of post-secondary education and practical experience in a similar role

  • You have 2+ years of experience in the home care industry with some knowledge of private duty care in the home or Medicaid
  • You have a working knowledge of the healthcare space
  • You are customer-focused and willing to go above and beyond to ensure your customers have a positive experience
  • You are a proactive self-starter with strong analytical skills that enjoys thinking outside of the box to solve complex problems
  • You have a proven ability to collaborate and build strong relationships with C-suite stakeholders, as well as subject matter experts with empathy, warmth, candour, and professionalism
  • You have professional and concise communication skills in plain English, verbally and in writing you don’t shy away from challenging situations or difficult conversations
  • You are highly organized and self-motivated with the ability to set priorities and make key decisions
  • You are adaptable and able to work in a team, autonomously, and with diverse groups of people
  • You are willing to travel when it is safe
  • Preferred though not required : You have 2+ years managing or leading a portfolio of customers in the SaaS space
  • Bilingualism in French and English would be considered an asset
  • Why join our team?

  • You make a difference on how people live longer at home while getting the best care available
  • Restricted Stock Units (RSUs)
  • Supportive and collaborative environment
  • Career growth and development
  • Health and wellness activities
  • Health benefits package
  • Flexible vacation policy
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