Implementation Specialist

3 weeks ago

Ottawa, Canada Alio Health Full time

**Job Title: Implementation Specialist**

**Date: January, 30, 2024**

**Location: Ottawa, ON**

**Remote: Yes**

**Business Unit: Health**

**Department: Pharma Patient Support**

Calian PSP Ltd. has an exciting opportunity to join our dynamic and growing team This full-time role offers a competitive salary, health and dental benefits as well as a chance to work with a growing company and expand your career experience

The **Implementation Specialist** will develop and maintain long-term business relationships with internal and external customers. Using a combination of interpersonal and technical skills, the Implementation Specialist will identify and resolve customer queries pertaining to our products and will continue to improve relationships & obtain relevant feedback for continuous improvement and success.

**Accountabilities**
- Manage customer relationships, which includes onboarding of the product, implementation, training of the product, increasing adoption, ensuring retention and customer satisfaction.
- Develop and maintain customer success strategies and best practices, as well as customer support content.
- Communicate customer needs to internal team to ensure they have a thorough understanding of what is required.
- Serve as primary contact for customer inquiries, maintain trust and rapport.
- Consult customers on the product suite and review the customer journey to assist them in achieving their goals.
- Facilitate interaction and workflow between project team members, including any third-party service providers to ensure timely deliverables.
- Prepare and revise necessary documentation for customers.
- Fulfil other duties as required.

**Competencies**:

- Knowledge of the C#, HTML, JavaScript and SQL programming languages is an asset
- Excellent interpersonal, communication and problem solving skills
- Excellent understand of the following is an asset:

- Microsoft desktop and Server Operating Systems
- Experience in development of Mobile Apps (iOS, Android) using Cordova, the Java programming language, Java Servlet Pages, as well as a working knowledge of Unix/Linux operating systems considered to be an asset
- Ability to meet deadlines and provide a strong attention to detail
- Understanding the implications of new information for both current and future problem solving and decision-making
- Talking to others to convey information effectively
- Basic knowledge of troubleshooting common issues with Microsoft Windows Server systems
- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Analyzing needs and product requirements to create a design
- Ability to efficiently follow direction.

**Qualifications**:

- College or University degree in related field, such as Computer Science, Computer/Electrical Engineering
- Minimum of 5 years of experience in communications, marketing, sales, account management or customer success
- Knowledge of project management tools
- PMP is an asset.

**Working Conditions and / or Job Requirements**:

- Must possess mobility to work in an office environment and use standard office equipment, including a computer (finite movements such as typing), telephoning and other office functions
- Must be flexible to work extended hours, including weekends and evenings, to support frequent local and regional/national travel to client sites or tradeshows for presentations, meetings and visits
- Ability to lift and carry items weighing up to 30 pounds
- Requires mental stamina to maintain attention to detail despite interruptions, and vision to read printed materials and a computer screen
- Must be able to travel up to 20% of time, including weekend or overnight, and to work extended hours to support operations requirements.

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