Customer Implementation Specialist

MealSuite; Cambridge; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

A growing SaaS company in Canada is seeking a Customer Implementation Specialist to drive customer success during the implementation of their foodservice technology solutions. This role involves facilitating new customer setups, documenting needs, and collaborating across teams. Ideal candidates will have experience in healthcare SaaS and excellent communication skills. The position also offers hybrid work flexibility.

Benefits

Unlimited paid time off

Health benefits

Hybrid flexibility

Work-life balance

Inclusive workplace

Equity program participation

Career development opportunities

Positive community impact work

Qualifications

• Prior experience with project management or customer implementation with a complex SaaS product.
• Experience within the healthcare SaaS industry, particularly with dietary clients.
• Proficient in Microsoft Office Suite or related software.
• Willingness to travel with a valid passport.

Responsibilities

• Facilitate the implementation process for new accounts and ensure smooth adoption.
• Document customer implementation needs and maintain communication.
• Develop user training plans based on customer needs.
• Collaborate with cross-functional teams for successful software implementations.

Skills

Project management

Customer implementation

Communication skills

Interpersonal skills

Attention to detail

Microsoft Office Suite

Agile environment adaptability

Job description

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 200+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.

We're looking for our next Customer Implementation Specialist to develop and implement best practices to drive optimized business outcomes for the customer throughout the implementation project.

A day in the life as a Customer Implementation Specialist:

• Set up customers for immediate success - Facilitate the implementation process for new accounts, educate new customers, solve technical problems during implementation, and ensure the smooth adoption of our products and services.
• Maintain customer communication channels - Document customer implementation needs, requests, and questions in internal systems, and communicate salient information to customers and key stakeholders as needed, including account setup requirements and expectations.
• Ensure customers receive superior service - Develop and strengthen relationships with both new and existing customer stakeholders by creating, delivering, monitoring, and updating user training plans based on their needs, including on-site training.
• Deliver top-notch training - Educate customers on MealSuite's toolkit, capabilities, and best practices to simplify adoption and align expectations and provide detailed account walkthroughs throughout the implementation process.
• Collaborate cross-functionally - Collaborate with Sales, Finance, Operations, and Engineering teams to ensure successful software implementations throughout the project lifecycle, and collaborate with Sales, Customer Success Managers, and Support to smoothly transition customer accounts after implementation is complete.
• Develop process improvements - Leverage feedback for continuous improvement to the onboarding process.

If the below describes your knowledge, experience and character, then this role could be for you:

• I have prior experience with project management or customer implementation with a highly complex SaaS product.
• I have ideally worked within the healthcare SaaS industry, with enterprise-level long-term care dietary clients, or with high-end continuing care retirement communities.
• I am proficient in Microsoft Office Suite or related software
• I have a desire to work in a fast-paced, growth-oriented environment
• I possess effective and professional written and verbal communication skills
• I have excellent interpersonal skills and can break down complex information simply and clearly
• I exercise great attention to detail, I am highly organized, and I can handle multiple moving parts simultaneously.
• I am able to multi-task and adapt to different systems
• I can deliver training sessions that are organized and understandable.
• Any previous experience selling, implementing, or training on POS systems is a bonus!
• I am able to listen carefully to information provided by customers and ask clarifying questions to ensure proper use of MealSuite tools
• I'm willing to travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills

More to love about working at MealSuite:

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology.
• We've built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
• We're growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
• We take care of our employees too! Here are just a few of the great things we offer:
• Unlimited paid time off
• Health benefits
• Hybrid flexibility
• Work-life balance
• An inclusive workplace
• Participation in our equity program
• Opportunities for career development and advancement
• Purposeful work with a positive community impact

This role will require you to work in one of our offices located at Dallas, Texas OR Cambridge, Ontario 2 days a week. More than an hour away from the office location? Apply anyway, and we can talk through your options!

Have we got your attention? Great! Here's what's next: Apply today with your resume and answers to our application questions.

We'll start reviewing candidates within two weeks of this position being posted and will reach out to you if we'd like to get to know you a bit better. We often get hundreds of applications for our roles and try our best to get back to each person. If there's a delay in our response, please don't think we've forgotten about you. We may be taking our time to thoroughly review each candidate before deciding who to interview.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact [e-mail].