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Customer Enablement Specialist

1 month ago

Toronto, 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 Specialist has a critical customer-facing role to facilitate best in class Customer Enablement onboarding experience.

You will work on multiple projects simultaneously, managing all aspects of the 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. You are considered a Subject Matter Expert in the AlayaCare platform specializing in ensuring your projects are delivered in a way that ensures adoption. Primarily, you are our best trainer.

**What you'll be responsible for**:

- Effectively facilitate the onboarding of SMB customers through the AlayaCare onboarding delivery model
- Provide input to and execute project plans, working with customers to elicit and understand their processes and goals
- Develop and update training resources with input from the Senior Customer Enablement Consultant
- Facilitate customer set up in AlayaCare University and monitor customer completion of courses, resolving any questions
- Responsible for the quality system configurations and training for customers
- Help ensure data migrations occur seamlessly and help resolve validation errors
- Support customer issues during the onboarding, including providing them with resources
- Provide input on needed webinars and training content
- Ensure data is accurately input into Mavenlink, HubSpot, or where required
- Establish and maintain relationships with appropriate customer stakeholders, providing day-to-day contact on onboarding delivery status and changes
- Maintain up-to-date knowledge of, and compliance with, internal processes and procedures
- Perform other job-related duties as assigned

**What you'll bring**:

- Bachelor's Degree in a related field
- 1+ years of experience in b2b SaaS or within the business side of the home healthcare space
- Strong training skills and familiar with adult learning styles
- Strong organizational and time-management skills with an attention to detail
- Excellent communication and interpersonal skills; you collaborate and build strong relationships
- You are a proactive self-starter with strong analytical skills that enjoys thinking outside of the box
- Ability to handle multiple projects simultaneously
- Solution-focused and creative in problem-solving techniques
- Experience using project tools like Mavenlink, Confluence, HubSpot, Jira, Zendesk
- Willingness to participate in some customer-related 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, well-funded company
- Comprehensive group benefits program, including telemedicine
- Employee expense program for health, wellness, lifestyle, productivity expenses and more
- Parental leave top-up 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 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._

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