Bilingual (Eng/fr) Customer Adoption Associate

4 months ago

Montréal, Canada AlayaCare Full time

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**:
**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 Toronto (downtown) or Montreal (plateau) office location.

Some travel will be required for conferences, customer onsite meetings, and events within North America (up to 10% of the time).

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

- Responsible for the video creation and final files of our French Canadian LMS training videos and other adult learning assets such as quizzes, learning recaps and learning activities
- Collaborating with Product teams to understand feature epics and use cases, and identify upcoming feature releases which require content updates
- Collaborating with the Adoption team on project deliverable timelines, new assets ideation and sharing video production skillset
- Responsible for the planning and management of your adult learning content roadmap
- Supporting the Adoption Associates on English content where needed
- Collaborating with Professional Services team members, and Account Managers in the Quebec market to understand customer needs and challenges
- Self-managing backlog of update requests and content edits; and Recording, editing, and packaging video content
- Developing audio scripts and visual outlines for content videos from an adult education lens
- Understanding AlayaCare best practice workflows, and collaborating with Customer Support Team Leads to update guidelines as needed
- Managing timelines and relationships with internal stakeholders
- Working with our French Canadian linguist, product team and Quebec Business Development teams to standardize our French Canadian platform terminology
- Conduct customer feedback and interviews on their experience with our French Canadian adoption content on an ad hoc basis
- Perform other job-related duties as assigned

**What you bring to the team**:

- Fully bilingual in French (Canadian) and English languages is required (written, spoken)
- Completion of post-secondary education in a relevant field (education, business administration, video editing, etc.) or a combination of completed education and relevant experience
- 2+ years of experience in a technology or SaaS environment in a customer-facing position, ideally within Customer Success, Customer Adoption, or Learning and Development (L&D)
- 1 + years of experience in video script building and video editing is required
- Working knowledge content creation, or experience in education/training
- Experience with Camtasia is an asset; experience in AI voiceover tools such as Wellsaid Labs Inc. is an asset
- Familiarity with learning industry standards (e.g., SCORM, xAPI, etc.) would be an asset
- Strong interpersonal, communication, and organizational skills, with an ability to balance priorities of multiple stakeholders
- Experience-based mindset with a track record of customer focus, openness, trust, and delivering on promises
- Proactive self-starter who enjoys thinking outside the box to solve complex problems
- Strong project management skills with the ability to balance multiple priorities and meet deadlines
- Experience with the AlayaCare platform or other post-acute technology would be a definite asset

**What Makes AlayaCare a Great Place to Work**:

- Our products have a positive impact on the lives of countless care workers and care recipients
- Our company has been recognized by the Globe and Mail as one of Canada's Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
- Flexible hybrid working model with beautiful and creative office spaces to enjoy within prime locations
- Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities
- Equity in a well-funded, high-growth 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 Friday program offering employees extra time off to unwind
- Paid Volunteer Time off program
- Career growth and development opportunities
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