Client Services Manager

AlayaCare is 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 a fast-growing company with offices in Canada, US and Australia and a team of 600 employees, and we've been recognized as one of the top growing companies in Canada!

We are seeking a permanent, full-time Client Services Manager (CSM) to join our US-Market Client Success Implementation team. The ideal candidate for this position will have experience in SaaS Implementation (ideally within the healthcare SaaS space) or knowledge of the US post-acute care market. 

In this role you will:  

• Manage multiple, concurrent client implementation projects where you will be applying AlayaCare project methodologies across a client's software implementation lifecycle (independently or with a team)
• Lead project teams (services, product, engineering) and provide direction to Client Services Associates
• Manage ongoing client communications and reporting on client status and happiness to internal and external stakeholders
• Plan for scope change and proactively manage tasks to prevent project schedule delays
• Manage project risk to ensure timely, on-budget project execution and closure
• Provide strategic and tactical consulting related to AlayaCare projects. This may include workflow analysis, requirements gathering, business process optimization, etc.
• Prepare project documents and provide training to clients
• Contribute to the development of best practices, methodologies, and other intellectual capital aimed at delivering value to our clients
• Address and resolve 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:

• 3 years experience in a related client-facing role within a B2B software environment
• Knowledge of the post-acute care market (USA) is preferred 
• University degree in Health Sciences, Accounting, Business, or a related field
• Proven track record role of delivering successful implementation projects
• Curiosity, empathy, and drive
• 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 -- you are most definitely a people-person
• Exceptional creative thinking and problem-solving skills
• Outstanding written and oral communication skills
• Autonomy and capacity to learn by yourself and a desire to work in a fast-paced environment
• Experience using project tools (e.g. MS Project, Confluence, Wrike) and ticketing software (e.g. Zendesk) 

Benefits of joining AlayaCare:

• RSUs (Restricted Stock Units) in a well-funded, growing company 
• Flexible SuperFlex working model permitting employees to work where they work best
• Flexible vacation policy 
• Virtual and in-person fun corporate events and team building activities
• Career progression 
• Benefits package
• Employee health, wellness, and productivity expense allowance

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.

If you want to explore AlayaCare further, please visit our website www.alayacare.com.

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