Professional Services Consultant

7 months 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 500+ 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 to the Associate Director, Consulting, the Professional Services Consultant has a critical, customer-facing and internal role, enabling the growth of a best-in-class professional services organization.

**Location, travel, and in-office requirements**:
**A day in the life**:

- Collaborate closely with Sales team members to ensure a seamless post-sale customer pass off
- Lead the Discovery phase, including project requirements gathering, workflow design, configuration, reports, assigning tasks to team members (non-direct reports), testing and user training
- Serve as a trusted advisor to customers, supporting customer issues as they come up and looping in the project manager if issues will impact project scope, timeline, and budget
- Partner with Customer Success Managers to ensure a smooth transition for customers out of the stabilization stage of their customer journey
- Contribute to development of repeatable professional services offerings and packages
- Deliver data-driven consulting recommendations based on industry and segment best practices
- Execute on defined professional services engagements
- Identify new Professional Services opportunities with existing customers and engage with Account Manager in defining and pitching those opportunities
- Support Implementation Specialists/Senior Implementation Specialists in learning the product and market and delivering quality engagements
- Provide ongoing coaching to the Implementation Specialists/Senior Implementation Specialists on your projects, including documenting feedback that is useful for their manager
- Maintain up-to-date knowledge of and compliance with internal processes and procedures
- Participates in customer-related or company travel as required (15%-20% of the time on average)

**What you'll bring to the team**:

- Completion of post-secondary education in a relevant field (ideally at the Bachelor's Degree level, though a combination of other post-secondary education coupled with relevant experience will be given equal consideration)
- 2+ years of experience leading customer engagements (internal or external) and deliverables
- Experience with healthcare customers (or from within the healthcare space) is preferred, though not a requirement
- Knowledge of the USA healthcare space, post-acute healthcare space, and/or working on USA customer implementation projects would be definite assets
- Effective communication (both verbally and in writing) in the English language and the ability to adapt communication styles based on the audience
- Direct experience delivering effective presentations and customer engagements virtually and in-person with stakeholders, particularly those at different levels and with varying degrees of technical acumen
- Experience using project management tools is required (bonus for experience with Asana, Confluence, and/or Mavenlink); comfortability in learning and adopting new tools and technology
- Passion to understand customers' unique business goals and challenges
- Hunger for continuous learning as it relates to AlayaCare's product offerings, processes, core customer markets, emerging markets, and trends within the North American post-acute healthcare space
- Travel to onsite engagements with customers within North America

**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
- Hybrid working models with beautiful and creative office spaces to enjoy within prime locations
- Virtual and onsite events for employees centered around collaboration, learning, and fun including DEIBA committee events, volunteer events, fireside chats, catered team lunches, and celebrations
- Comprehensive group benefits program, including telemedicine
- Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses
- Parental leave top-up program
- Flexible vacation policy
- Company Wellness Day program for extra time to unwind
- Paid Volunteer Time off Program
- Career growth and learning and development opportunities
- An entrepreneurial culture of transparency, collaboration, and innovation
- Access to our employee perk program for discounts at various participating vendors
- We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue

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