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Customer Enablement Consultant

3 months ago

Toronto, Ontario, Canada AlayaCare Full time

About AlayaCare:

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 650+ 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.


About the role:


Reporting directly to the Associate Director, Customer Enablement, the Customer Enablement Consultant has a critical customer-facing role, while collaborating closely with sales and other cross-functional teams, enabling the growth of a best-in-class customer enablement experience.

You will work on multiple projects simultaneously, managing all aspects of the rapid onboarding.

This role is tasked with delivering quality prescriptive onboarding experience to the SMB customers, as well as managing their customer experience along the way, with a focus on more complex projects.

You are considered a Subject Matter Expert in the AlayaCare platform specializing in ensuring your projects are delivered on time and on budget.


What you'll be responsible for:

  • Effectively facilitate the onboarding of SMB customers with a larger census or multiple lines of business through the AlayaCare onboarding delivery model
  • Facilitate the kickoff sessions with the customers and create the project plans, working with customers to elicit and understand their processes and goals
  • Responsible for the quality delivery of assigned project activities, including ensuring customers understand how proposed configurations match their business processes
  • Act as a liaison between the Technical Services team and the customer for any demographic data migrations and resolving validation errors
  • Support customer issues during the onboarding including providing them with resources
  • Provide input to the Customer Engagement Manager and Account Managers to ensure a smooth transition for customers out of the onboarding stage of their customer journey, including providing input on needed webinars and training content
  • Ensure data is accurately input into Mavenlink, HubSpot, or where required, and provide uptodate reporting on project metrics including writing churn or win/adoption reports
  • Establish and maintain relationships with appropriate customer stakeholders, providing daytoday contact on onboarding delivery status and changes
  • Maintain uptodate knowledge of, and compliance with, internal processes and procedures
  • Perform other jobrelated duties as assigned

What you'll bring:

  • Bachelor's Degree in a related field
  • 3+ years of onboarding or training experience, either within a SaaS environment or internally on SaaS products within a relevant setting
  • Working knowledge of the home care industry or SMB SaaS
  • Strong training skills and familiar with adult learning styles
  • Strong organizational and timemanagement skills with an attention to detail
  • Excellent communication and interpersonal skills; you collaborate and build strong relationships
  • You are a proactive selfstarter with strong analytical skills that enjoys thinking outside of the box
  • Ability to handle multiple projects simultaneously
  • Solutionfocused and creative in problemsolving techniques
  • Willingness to participate in some travel within Canada and the USA

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
  • Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
  • Competitive compensation including equity in a growing, wellfunded company
  • Comprehensive group benefits program, including telemedicine
  • Employee expense program for health, wellness, lifestyle, productivity expenses and more
  • Parental leave topup plan
  • Flexible vacation policy
  • Wellness Fridays throughout the summer months for extra time to unwind
  • Paid Volunteer Time off Program
  • Career growth and development opportunities
  • An entrepreneurial culture of transparency, collaboration, and innovation
  • We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

_ Better outcomes, better belonging_

  • Our team members are uniqu_e—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 peoplecentric 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, Inclu