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Technical Services Manager (Data Migrations)

AlayaCare

AlayaCare

IT
Toronto, ON, Canada
Posted on Thursday, December 28, 2023

AlayaCare is revolutionizing the way home and community health care is delivered. Our leading cloud-based software allows our customers 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 500+ 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:

As Manager, Technical Services, you will have the opportunity to make a positive impact with our customers as part of our Customer Success, Technical Services department. This is a technical, customer-facing role involving technical work and people leadership within the Technical Services team. You will contribute as part of this team by using your knowledge and technical investigative skills to drive success in support of our customers and their stakeholders.

This role will work directly with external customers and internal team members and serve as middle persons between them and upper management. You will support the team by learning more about all members, helping them thrive, and advocating for their individual needs as their direct people manager. This is a technical role and as such, you will leverage your Customer Success technical experience (programming, data migrations, configurations, etc.) and proficiency SQL, APIs, etc. to coach and guide your team, as well as to act as an escalation point and handle complex technical issues. You will plan and budget resources, guiding internal and external teams to meet defined project timelines.

You will work closely with the Director, Technical Services and Senior Manager, Technical Services on forward-thinking initiatives such as turnkey integrations and self-serve data migrations, with the goal to empower our customers.

Location, travel, and in-office requirements:

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at (minimum of 2 days per week) at our downtown Toronto office location.

Some infrequent travel will be required for conferences, customer onsite meetings, and events within North America (less than 5% of the time).

What you'll be responsible for:

  • Review and revise SOWs to ensure accurate scoping and appropriate effort has been allocated to the TS Data Migration Team
  • Support Consultants in Scoping projects
  • Manage the Data Migration Jira board
  • Manage capacity and allocations for the Technical Services team and ticket prioritization as it relates to Data Migrations and other TS projects.
  • Ensure project hours and entered and Backlog is accurately maintained
  • Coordinate with internal departments (sales, product, data engineering, support) on timelines and outstanding action items
  • Provide phone based and occasionally on-site strategic and tactical consulting related to AlayaCare Data Migration Projects. You will facilitate internal and external client meetings, answer questions, and provide recommendations to clients on technical matters including but not limited to data migration, custom reporting requests, API integration, flat file integration
  • You will be the voice supporting, evaluating, clarifying, and validating the client’s requirements regarding Data Migrations. You will learn to build custom (Looker) reports to provide metrics of success to senior leadership
  • Monitor regular Agile Ceremonies with the team for performance
  • Provide Sprint Reports and Monthly Reports regarding team performance ie: efficiency/utilization/velocity
  • Plan capacity for the team
  • Aid the Technical Services Sr. Managers and Technical Services Director and contributing to the career development and performance of your direct reports
  • Act as first point of escalation for Data Migration issues
  • Support TS team evaluation, clarifying, and validating the client’s requirements prior, within and post implementation
  • Develop and maintaining best practices for Technical Services including but not limited to working with sales, data engineer, product, and client success teams to develop and maintain accurate effort estimates to be used in the sales and implementation process,
  • Work with the data engineering team to continually improve the client experience regarding technical services, expanding on initiatives building tools and processes that support frictionless data migrations.
  • Act as a resource to the rest of the client services team regarding technical services best practices. This includes training for the services team, maintenance of training materials, and responsibility for team’s adherence to these best practices, acting as an escalation resource for risk mitigation and issues management as required.

What you bring to the team:

  • Post-secondary education in a relevant field (Computer Science, Engineering, Business Administration, Information Technology, etc.)
  • 3+ years of experience in a b2b technology company within a technical capacity (ideally within Technical Services, Customer Data Migrations, etc.)
  • 1+ years of experience providing leadership, supervision, and coaching to a team to a team (ideally in the form of direct reports)
  • SaaS experience is strongly preferred
  • Direct experience in data migration
  • Project management and administration skills, Jira, Confluence, Project tracking, excel, outlook etc.
  • Technical proficiency in SQL, API, Javascript, Microsoft Excel, PowerPoint, Looker/ Tableau, Jira, Confluence is required
  • Strong analytical, problem-solving, and critical thinking skills – with strong attention to detail and accuracy
  • Detail-oriented, with clear and proven track record of cross functional collaboration to drive results.
  • Exposure to/understanding of the post-acute healthcare space, AlayaCare software or healthcare tech software would be an asset
  • Ability to interpret business objectives and drivers to shape initiatives and deliver outcomes that fulfill these objectives
  • Strong written and verbal communication skills with the ability to present to and collaborate with business leaders
  • A curiosity and interest of the B2B software & services customer lifecycle
  • Bilingualism in French/English is a definite asset

What Makes AlayaCare a Great Place to Work:

  • Our products have a positive impact on the lives of countless care workers and care recipients
  • Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
  • Flexible hybrid working model with beautiful and creative office spaces to enjoy within prime locations
  • Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities
    • Equity in a well-funded, high-growth 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 Friday program offering employees extra time off to unwind
  • Paid Volunteer Time off program
  • Career growth and development opportunities
  • Learning and development opportunities including access to various trainings through our Learning Management System and our education and development program
  • An entrepreneurial culture of transparency, collaboration, and innovation
  • Access to our employee perk program for discounts at various participating vendors

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 www.alayacare.com.

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.

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