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!