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Senior Implementation Specialist



Toronto, ON, Canada
Posted on Wednesday, September 13, 2023

About AlayaCare:

AlayaCare is revolutionizing the way home health 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're a fast-growing SaaS company with a team of 600+ 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:

Reporting to the Team Lead, Professional Services Delivery, the Senior Implementation Specialist (SIS) has a critical customer-facing role to deliver best in class SaaS implementations.

The role is tasked with the successful delivery and execution of AlayaCare Cloud implementations, engaging our customers in application configuration, product training, and testing with a focus towards project health and adoption. You have deep experience in SaaS implementations, and will become a Subject Matter Expert in the AlayaCare platform, specializing in specific project or market domains to add further value to any engagement. Not only are you confident in front of customers, you welcome opportunities to provide best practice advice to your users.

As a Senior Implementation Specialist, you take a leading role on complex projects, owning full workstreams as the platform expert. Your experience with technology and/or our customers’ domains enables you to successfully deliver towards stated outcomes and objectives. You are essential to our customers successfully adopting AlayaCare and becoming referenceable customers.

AlayaCare supports a flexible working model, expecting our employees to spend some time onsite at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location would be within the Greater Toronto Area. Candidates with transferrable experience in other key regions of Canada (Montréal, Victoria, Vancouver, GTA) and the United States will be considered permitted that they be open to some travel to Toronto (quarterly).

What you'll be responsible for:

  • Responsible for Delivery phase of customer implementations, taking over from the Consulting-led Discovery
  • Collaborating and engaging during consulting handoff for smooth and efficient transition; including identifying risks during delivery-led engagements, collaborating with Professional Services Consultants to develop and deploy a mitigation strategy
  • Provide input to and execute project plans, working with customers to elicit and understand their processes and goals
  • Responsible for project progress, ensuring that scope is adhered tracked regularly across deliverables; review release notes and product updates to ensure that your projects and project plans are up to date
  • Develop customer-specific training plans focused on maximizing adoption and deliver on-site and remote training to customer trainers and end users
  • Facilitate customer set up in AlayaCare University and monitor customer engagement and progress resolving any questions
  • Execute high-quality workflow reviews, using knowledge of AlayaCare platform and customers’ businesses to ensure alignment
  • Accountable for successful customer product adoption, measured through product utilization
  • Focus on achieving high customer satisfaction scores for Delivery components
  • Gain and maintain specific product and market specializations to further drive value on projects
  • Facilitate customer set up in AlayaCare University and monitor customer completion of courses
  • Contribute to continued development of the Delivery team, providing upskill opportunities on areas of specialization (e.g. US Home care market, Revenue Cycle Management, Clinical Best Practices)
  • Maintain up-to-date knowledge of and compliance with internal processes and procedures
  • Performs other job-related duties as assigned
  • Travel will be required within Canada and the USA (approx. 10-20% of the time)

What you bring to the team:

  • Bachelor's degree in a related field (a blend of other post-secondary education and relevant experience will be considered)
  • Additional courses/certificates/trainings in project management, professional services, customer success, implementations, adult learner training, etc. would be considered a definite asset
  • 3+ years of experience in a customer-facing role
  • 2+ years of experience working within a SaaS environment within an implementation, project, or consulting capacity or 2+ years of experience as an internal SME supporting software implementations and trainings
  • Strong training skills and familiar with adult learning styles
  • Strong organizational and time-management skills with an attention to detail
  • Technical acumen with experience adopting and optimizing various tools and programs
  • Excellent communication and interpersonal skills; you collaborate and build strong relationships
  • You are a proactive self-starter with strong analytical skills that enjoys thinking outside of the box
  • Ability to handle multiple projects simultaneously
  • Solution-focused and creative in problem-solving techniques
  • Experience using project tools, ticketing software, and customer relationship management software such as Mavenlink, Confluence, HubSpot, Jira, Zendesk
  • Ability to be self-sufficient and self-motivated while also being able to collaborate in a team setting
  • Willingness to travel within Canada and the USA for customer-onsites and meetings (approx. 10-20% of the time)

What Makes AlayaCare a Great Place to Work:

  • Our products have a positive impact on the lives of countless care workers and care recipients
  • Equity in a well-funded, high-growth company
  • Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
  • Competitive compensation including equity in a growing, well-funded 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 Fridays throughout the summer months for extra time to unwind
  • Paid Volunteer Time off Program
  • Career growth and development opportunities
  • An entrepreneurial culture of transparency, collaboration, and innovation
  • We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

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 post-acute care market. 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

Better outcomes, better belonging

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.