Implementation Specialist

Solutions Petal Inc.•Montreal, QC

15h•Hybrid

About The Position

Petal is a leading Canadian healthcare orchestration and medical billing company that is transforming healthcare systems by making them more agile, efficient, and resilient through advanced analytics, actionable insights, and innovative technology solutions. Our commitment to fostering an exceptional workplace culture has earned us notable recognitions, including being named a Great Place to Work in both the technology and healthcare sectors. Join us in our mission to empower healthcare innovators and help improve healthcare differently. Reporting to the Software Deployment Manager, you will work closely with healthcare professionals across Canada, ensuring customer satisfaction and delivering an exceptional experience throughout their journey with Petal. You will be responsible for implementing our software solutions for groups of healthcare professionals, medical clinics, and hospital organizations across Canada. As an Implementation Specialist, you will coordinate internal teams to ensure priorities are effectively managed and aligned with customer needs. Success in this role requires strong communication skills, a high degree of autonomy, and the ability to collaborate effectively with both internal and external stakeholders. You will also be responsible for proactively identifying and managing implementation risks while driving timely and effective solutions to ensure successful project delivery.

Requirements

2 to 5 years of relevant experience implementing or deploying software solutions, with a strong focus on project management;
The ability to analyze complex business processes and design optimized solutions;
Proven experience managing multiple initiatives simultaneously while balancing competing priorities and meeting deadlines;
The ability to communicate technical concepts clearly to non-technical audiences, with a strong focus on customer experience and satisfaction;
Strong leadership and organizational skills to coordinate cross-functional teams and ensure customer success;
A high level of autonomy, with the ability to anticipate project needs and make sound decisions;
Experience leveraging data to support decision-making and demonstrate the value of implemented solutions;
Strong change management and stakeholder influence skills to drive the adoption of new processes and solutions;
Excellent verbal and written communication skills, with the ability to build strong relationships with customers and internal teams;
Advanced proficiency in both English and French (spoken and written) is required, since you will be interacting with customers across Canada.

Responsibilities

Manage all activities related to customer implementation projects, acting as the primary point of contact while building trusted relationships with customers throughout the implementation journey.
Plan, coordinate, and oversee all phases of implementation projects (discovery, configuration, training, validation, go-live, and adoption), while being fully accountable for the quality, timelines, and deliverables under your responsibility.
Coordinate implementation activities by maintaining rigorous oversight of project deliverables, action items, milestones, and next steps, while providing regular progress updates to customers and internal stakeholders.
Set clear expectations with customers, proactively identify risks and challenges, manage priorities, and recommend solutions to ensure a positive customer experience and successful project delivery.
Understand customers' business needs and translate them into functional configurations within the Petal platform, including the implementation of complex business rules, advanced system configurations, and automation scripts.
Leverage strong technical expertise to configure, validate, troubleshoot, and optimize the solution while ensuring the quality of deliverables and adherence to implementation best practices.
Guide customers through solution adoption by delivering tailored training, answering questions, and empowering users to become confident and self-sufficient.
Collaborate closely with Product, Development, Technical Support, and Customer Support teams to ensure seamless implementations, quickly resolve issues, and deliver an exceptional customer experience.
Support customers through change management by fostering engagement, identifying barriers to adoption, and facilitating a smooth transition to the new solution.
Analyze data using visualization tools (e.g., Power BI) to support recommendations, optimize implemented solutions, and enable data-driven decision-making.
Develop and maintain deep technical expertise in the Petal platform, along with a strong understanding of the healthcare industry, to effectively advise customers and recommend best practices.
Work with customers across multiple time zones, demonstrating flexibility while maintaining proactive communication, timely follow-ups, and consistent project momentum.