Senior Professional Services Consultant

AlayaCare; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading healthcare software provider in Toronto is seeking a Senior Professional Services Consultant to manage customer implementations and improve service delivery. The ideal candidate has 5 years of experience in a customer-facing role and deep expertise in software solutions. This role also requires strong leadership skills and an understanding of customer workflows. This position offers a hybrid working model, balancing remote work and in-office collaboration.

Benefits

Equity in a high-growth company

Flexible vacation policy

Comprehensive benefits program

Career growth opportunities

Qualifications

• 5 years of relevant customer-facing experience in a software company.
• 3 years of consulting experience related to home care or similar fields.
• Deep expertise in the AlayaCare solution or similar platforms.

Responsibilities

• Lead end-to-end solution design for client implementations.
• Facilitate workshops and collaboration sessions with stakeholders.
• Ensure project timelines and budgets are maintained.
• Provide quality delivery through expert advice and solutions.

Skills

Customer-facing experience

Software consulting

Stakeholder management

Communication skills

Project management

Education

Bachelor's degree or equivalent experience

Tools

Mavenlink

Confluence

HubSpot

Jira

Zendesk

Job description

About AlayaCare :

At AlayaCare were revolutionizing the way that home healthcare 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. Were a fast-growing SaaS company with a team of 550 team members across Canada US Australia and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. 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 Senior Director of Consulting the Senior Professional Services Consultant has a critical customer-facing and internal leadership role enabling the growth of a best-in-class professional services organization.

This role is tasked with the successful design and delivery of solutions to large enterprise and franchise customers as well as managing their customer-experience along the way. You are considered the subject matter expert in the AlayaCare platform and delivery model. You blend this expertise with deep knowledge on segment-specific customer workflows and industry best practices.

You will work on multiple implementations and consulting projects with 1 project manager and your team of delivery consultants. Whether it is large scale implementations business reviews integrations reporting or other consulting engagements you are responsible for designing and pitching best-in-class solutions and driving customer behavior towards these solutions. You are the MRP for pre-launch customer adoption NPS metrics and retention (churn mitigation). You are also a member of the Voice of the Customer team helping to define customer experience trends sentiment and types in an effort to advocate for best-in-class solutions / processes for our customers. Critical to the success of this role is deeply understanding the customer journey and managing customer satisfaction through expert advice and quality delivery. You look to the project manager for guidance to ensure your projects are delivered on time and budget.

A day in the life :

• Lead endtoend solution design : identify document and manage business solutions that span configuration customization integrations reporting testing and user training
• Facilitate workshops and collaboration sessions with customers and internal teams to drive alignment and decisions
• Understand and leverage dependencies across the AlayaCare platform to architect scalable segmentspecific workflows
• Develop and deliver datadriven consulting recommendations grounded in industry and segment best practices
• Act as a postsales solutions expert to identify valueadd services articulate ROI and help close professional services opportunities
• Coordinate closely with project managers to maintain scope schedule and budget; adapt plans to keep teams on track
• Contribute to customer research and Voice of the Customer initiatives to inform product and process improvements
• Lead and mentor a team of consultants and specialists; track progress against adoption NPS and retention goals
• Build strong stakeholder relationships and provide clear proactive status updates and change communications
• Follow internal processes and procedures and perform other related duties as assigned
• Travel as required for customer engagements

What you bring to the team :

5 years of customerfacing experience in a software company and 3 years of general or home care consulting experience

Bachelors degree or equivalent experience

Deep expertise in the AlayaCare solution and / or relevant functional domains including integrations data and ERP implementation principles

Proven leadership that drives services revenue growth customer satisfaction and repeatable valuefocused solutions

Exceptional facilitation communication and presentation skills; strong stakeholder management

Strong crossfunctional collaboration skills with meticulous organization and attention to detail in a matrixed environment

Ability to manage multiple concurrent projects balancing competing priorities with a proactive resultsoriented mindset

Proficiency with tools such as Mavenlink Confluence HubSpot Jira and Zendesk

Location and travel requirements :

AlayaCare supports a flexible hybrid working model expecting that our employees have a regular in-office presence 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 for this position would be within the Greater Toronto Area. Travel will be required for select customer engagements.

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 Canadas Top Growing Companies and as a recipient of Deloittes Technology Fast 50TM program award for our rapid revenue growth entrepreneurial spirit and bold innovation

Equity in a well-funded high-growth company

Hybrid working models with beautiful and creative office spaces to enjoy in 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

Comprehensive group benefits program including telemedicine

Employee expense program for health wellness lifestyle professional development and productivity-related expenses

Parental leave top-up program

Flexible vacation policy

Company Wellness Day program for extra time to unwind

Paid Volunteer Time off Program

Career growth and learning and development opportunities

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 isnt 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 uniquelike 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 AlayaCares policies total rewards offerings discussions learning & development programs and community partnerships. All qualified applicants will receive equal consideration.

If you require accommodation as part of the recruitment and selection process please reach out to . Please note we do not accept unsolicited headhunter or agency resumes.

Required Experience :

Senior IC

Key Skills

Close Protection,Credit Control,Customer Service,Government,Analytics

Employment Type : Full Time

Experience : years

Vacancy : 1