Senior Professional Services Consultant

About the Role
Reporting to the Senior Director of Consulting, the Senior Professional Services Consultant, has a critical, customer-facing, and internal leadership role, enabling the growth of a best-in-class professional services organization.

This role is tasked with the successful design and delivery of solutions to large, enterprise, and franchise customers, as well as managing their customer-experience along the way. You are considered the subject matter expert in the AlayaCare platform and delivery model. You blend this expertise with deep knowledge on segment-specific customer workflows and industry best practices.

You will work on multiple implementations and consulting projects with 1 project manager and your team of delivery consultants. Whether it is large scale implementations, business reviews, integrations, reporting, or other consulting engagements, you are responsible for designing and pitching best-in-class solutions and driving customer behavior towards these solutions. You are the MRP for pre-launch customer adoption, NPS metrics and retention (churn mitigation). You are also a member of the Voice of the Customer team, helping to define customer experience, trends, sentiment, and types, in an effort to advocate for best-in-class solutions/processes for our customers. Critical to the success of this role is deeply understanding the customer journey and managing customer satisfaction through expert advice and quality delivery. You look to the project manager for guidance to ensure your projects are delivered on time and budget.

What You'll Do

• Lead end‑to‑end solution design: identify, document, and manage business solutions that span configuration, customization, integrations, reporting, testing, and user training
• Facilitate workshops and collaboration sessions with customers and internal teams to drive alignment and decisions
• Understand and leverage dependencies across the AlayaCare platform to architect scalable, segment‑specific workflows
• Develop and deliver data‑driven consulting recommendations grounded in industry and segment best practices
• Act as a post‑sales solutions expert to identify value‑add services, articulate ROI, and help close professional services opportunities
• Coordinate closely with project managers to maintain scope, schedule, and budget; adapt plans to keep teams on track
• Contribute to customer research and Voice of the Customer initiatives to inform product and process improvements
• Lead and mentor a team of consultants and specialists; track progress against adoption, NPS, and retention goals
• Build strong stakeholder relationships and provide clear, proactive status updates and change communications
• Follow internal processes and procedures and perform other related duties as assigned
• Travel as required for customer engagements

What You Bring to the Team

• 5+ years of customer‑facing experience in a software company and 3+ years of general or home care consulting experience
• Bachelor's degree or equivalent experience
• Deep expertise in the AlayaCare solution and/or relevant functional domains, including integrations, data, and ERP implementation principles
• Proven leadership that drives services revenue growth, customer satisfaction, and repeatable, value‑focused solutions
• Exceptional facilitation, communication, and presentation skills; strong stakeholder management
• Strong cross‑functional collaboration skills with meticulous organization and attention to detail in a matrixed environment
• Ability to manage multiple concurrent projects, balancing competing priorities with a proactive, results‑oriented mindset
• Proficiency with tools such as Mavenlink, Confluence, HubSpot, Jira, and Zendesk