Senior Implementation Specialist

AlayaCare

1d • Remote

About The Position

At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.
With 550+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you're early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.
About the Role
Reporting to the Senior Professional Services Consultant, the Senior Implementation Specialist 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.

Requirements

• 3+ years of experience working either in SaaS, particularly on complex projects implementations
• 2+ years of experience in a customer-facing role
• Strong training skills and familiar with adult learning styles
• Strong organizational and time-management skills with an attention to detail
• 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 like Mavenlink, Confluence, HubSpot, Jira, Zendesk
• Ability to be self-sufficient and self-motivated while also being able to collaborate in a team setting

Nice To Haves

• Experience in post-acute care is a strong asset

Responsibilities

• Be responsible for Delivery phase of customer implementations, taking over from the Consulting-led Discovery
• Collaborate and engage 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
• Be 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
• Travel will be required

Benefits

• Equity in a well-funded, scaling company.
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
• Parental leave top-up and family support programs.
• Inclusive by Design
• We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees