Client Services Manager

AlayaCare (Toronto ON, Canada) 1 day ago
Remote Friendly Customer Support North America Internship

Client Services Manager

We are looking for a passionate Client Services Manager to join our Client Success department and take part in building the future of homecare software. Delivering over 750,000 episodes of care per month across three continents, the applications we build will literally be in caregivers’ hands as they’re visiting clients in the places they call home.

We are revolutionizing the way home 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 aim to be the operating system for our clients’ businesses, helping them and their employees improve clinical outcomes.

We are looking for talented and passionate individuals to join our purpose of enabling the care we want our loved ones to receive in the place they call home. We pride ourselves in our open and transparent culture, our diversity and being committed to a workplace where we all feel that we can be ourselves.

About the Role:

Every single member of the close-knit team is committed to building the best product possible to change the homecare industry.

In this role you will:

  • Multiple, concurrent projects where you will be applying AlayaCare project methodologies across a client's lifecycle (independently or with a team)
  • As required, leading project teams (services, product, engineering) and providing direction to Client Services Associates
  • Managing ongoing client communications and reporting on client status and happiness to internal and external stakeholders
  • Planning for scope change and proactively managing tasks to prevent delays in the project schedule
  • Managing project risk to ensure timely, on-budget project execution and closure
  • Providing phone based and occasionally on-site strategic and tactical consulting related to AlayaCare projects. This may include workflow analysis, requirements gathering, business process optimization, etc.
  • Preparing project documents and providing training to clients
  • Contributing to the development of best practices, methodologies, and other intellectual capital aimed at delivering value to our clients
  • Addressing and resolving client issues with the help of team members across AlayaCare, present action plans and recommendations to resolve issues, including occasional on-call after-hours assistance for support team
  • Actively manage the happiness of a portfolio of assigned AlayaCare customers

About You:

  • Curiosity, empathy, and drive
  • 3+ years experience in a client facing role where you had a track record of delivering successful projects. Ideally those projects included implementing a SaaS technology in a B2B space, extra points for experience in healthcare.
  • Pride in your work and a "get-it-done" attitude. We keep things light at the office and are professional with our clients
  • Ability to build positive lasting relationships with key stakeholders and teammates
  • Exceptional creative thinking and problem solving skills
  • Outstanding written and oral communication skills - you are most definitely a people-person
  • Autonomy and capacity to learn by yourself and a desire to work in a fast-paced environment
  • Ability to work well remotely
  • Ability to communicate in French (spoken, written), an asset

Nice to Haves:

  • B2B software implementation experience
  • Handled complex projects involving many stakeholders (project management course is also an asset)
  • Experience using project tools like MS Project, Confluence, Wrike, and ticketing software like Zendesk.
  • If you're an excel wizard, impress us!

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market leading company, you will be part of a team making a positive difference in the community of home care.

If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.

More about us:

  • We are a fast-growing company with offices in Canada, US and Australia and a team of over 430 employees
  • We’ve been recognized as one of the top growing companies in Canada
  • We are mission-driven and live by our values

What We Offer:

  • Supportive and Collaborative Environment
  • Career Growth and Development
  • Health and Wellness Activities
  • Health Benefits Package
  • Flexible Vacation Policy

If you want to explore AlayaCare further, please visit our website [...] you for your interest in AlayaCare!

Client Services Manager

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