Client Services Manager
AlayaCare
Toronto
1d ago

Client Services Manager

Location : Toronto

We’re looking for a driven Client Services Manager to join our growing company dedicated to building the future of homecare.

This CSM opening is tied to helping implement our clients.

As a CSM with AlayaCare, you will have the opportunity to make a positive impact with our clients daily. This multi-faceted role allows you to : further develop your superior customer facing skills by interacting directly with our clients, work with a high-performing team to solve complex problems, and contribute to improving our implementation and post-implementation approach.

If you’re interested in helping us build the future of mobile healthcare, this job is for you.

About AlayaCare :

AlayaCare is an end-to-end home health care software platform, focused on providing better patient outcomes through the use of robust clinical documentation, exceptional back office solutions, and next-generation technology

AlayaCare has over 400 employees, many of which are based out of the Toronto and Montreal offices

You will be working on :

  • Multiple, concurrent projects where you will be applying AlayaCare project methodologies across a client's lifecycle (independently or with a team)
  • As required, leading project teams (services, product, engineering) and providing direction to Client Services Associates
  • Managing ongoing client communications and reporting on client status and happiness to internal and external stakeholders
  • Planning for scope change and proactively managing tasks to prevent delays in the project schedule
  • Managing project risk to ensure timely, on-budget project execution and closure
  • Providing phone based and occasionally on-site strategic and tactical consulting related to AlayaCare projects. This may include workflow analysis, requirements gathering, business process optimization, etc.
  • Preparing project documents and providing training to clients
  • Contributing to the development of best practices, methodologies, and other intellectual capital aimed at delivering value to our clients
  • Addressing and resolving client issues with the help of team members across AlayaCare, present action plans and recommendations to resolve issues, including occasional on-call after-hours assistance for support team
  • Actively manage the happiness of a portfolio of assigned AlayaCare customers
  • What we’re looking for in a CSM :

  • Curiosity, empathy, and drive
  • A university degree. If you're an accountant or a nurse looking for something new, give us a shout.
  • 3+ years experience in a client facing role where you had a track record of delivering successful projects. Ideally those projects included implementing a SaaS technology in a B2B space, extra points for experience in healthcare.
  • Pride in your work and a "get-it-done" attitude. We keep things light at the office and are professional with our clients
  • Ability to build positive lasting relationships with key stakeholders and teammates
  • Exceptional creative thinking and problem solving skills
  • Outstanding written and oral communication skills - you are most definitely a people-person
  • Autonomy and capacity to learn by yourself and a desire to work in a fast-paced environment
  • Ability to work well remotely
  • It’d be great if you have :

  • B2B software implementation experience
  • Handled complex projects involving many stakeholders (project management course is also an asset)
  • Experience using project tools like MS Project, Confluence, Wrike, and ticketing software like Zendesk. If you're an excel wizard, impress us!
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