Ts Manager
2 weeks ago
**AlayaCare is revolutionizing the way home and community health care is delivered. Our leading cloud-based software allows our customers 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**:
As Manager, Technical Services, you will have the opportunity to make a positive impact with our customers as part of our Customer Success, Technical Services department. This is a technical, customer-facing role involving technical work and people leadership within the Technical Services team. You will contribute as part of this team by using your knowledge and technical investigative skills to drive success in support of our customers and their stakeholders.
This role will work directly with external customers and internal team members and serve as middle persons between them and upper management. You will support the team by learning more about all members, helping them thrive, and advocating for their individual needs. You will plan and budget resources, guiding internal and external teams to meet defined project timelines.
You will work closely with the Director, Technical Services and Senior Manager, Technical Services on forward-thinking initiatives such as turnkey integrations and self-serve data migrations, with the goal to empower our customers.
**Location, travel, and in-office requirements**:
AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at (minimum of 2 days per week) at our downtown Toronto office location.
Some infrequent travel will be required for conferences, customer onsite meetings, and events within North America (less than 5% of the time).
**What you'll be responsible for**:
- Review and revise SOWs to ensure accurate scoping and appropriate effort has been allocated to the TS Data Migration Team
- Support Consultants in Scoping projects
- Manage the Data Migration Jira board
- Manage capacity and allocations for the Technical Services team and ticket prioritization as it relates to Data Migrations and other TS projects.
- Ensure project hours and entered and Backlog is accurately maintained
- Coordinate with internal departments (sales, product, data engineering, support) on timelines and outstanding action items
- Provide phone based and occasionally on-site strategic and tactical consulting related to AlayaCare Data Migration Projects. You will facilitate internal and external client meetings, answer questions, and provide recommendations to clients on technical matters including but not limited to data migration, custom reporting requests, API integration, flat file integration
- You will be the voice supporting, evaluating, clarifying, and validating the client's requirements regarding Data Migrations. You will learn to build custom (Looker) reports to provide metrics of success to senior leadership
- Monitor regular Agile Ceremonies with the team for performance
- Provide Sprint Reports and Monthly Reports regarding team performance ie: efficiency/utilization/velocity
- Plan capacity for the team
- Aid the Technical Services Sr. Managers and Technical Services Director and contributing to the career development and performance of your direct reports
- Act as first point of escalation for Data Migration issues
- Support TS team evaluation, clarifying, and validating the client's requirements prior, within and post implementation
- Develop and maintaining best practices for Technical Services including but not limited to working with sales, data engineer, product, and client success teams to develop and maintain accurate effort estimates to be used in the sales and implementation process,
- Work with the data engineering team to continually improve the client experience regarding technical services, expanding on initiatives building tools and processes that support frictionless data migrations.
- Act as a resource to the rest of the client services team regarding technical services best practices. This includes training for the services team, maintenance of training materials, and responsibility for team's adherence to these best practices, acting as an escalation resource for risk mitigation and issues management as required.
**What you bring to the team**:
- Post-secondary education in a relevant field (Computer Science, Engineering, Business Administration, Information Technology, etc.)
- 3+ years of experience in a b2b technology company within a technical capacity (ideally within Technical Services, Customer Data Migrations, etc.)
- 1+ years of experience providing leadership, supervision, and coaching to a team to a team (ideally i
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