Enterprise Customer Success Manager - Toronto, Canada - AlayaCare

AlayaCare

Verified Company

Toronto, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About AlayaCare:

At AlayaCare, we're 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.

We're 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:

As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle.

As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.

A day in the life:

Define the client journey by setting expectations for key milestones and ROI set in the sales cycle.
Establish trusted advisor relationships with customer Executive team, developing an 'influencer' relationship, while working with internal teams to deliver a bestinclass customer experience.
Maintain and actively manage a healthy client portfolio, building toward bestinclass Net Promoter Score and Net Dollar Retention outcomes.
Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.
Address any escalated customer issues with speed and urgency, coordinating internal stakeholders.
Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates.
Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators.
Help drive new business and reduce churn and building referenceable clients.
Drive account growth outcomes through identifying expansion plays upsell opportunities
Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health.

What you bring to the team:

5+ years in a customer facing role in an enterprise-level customer success or Acct Manager role in B2B environment.
SaaS experience or experience working with postacute software solutions.
Proven experience managing and nurturing executive relationships with customers, including management of executivelevel escalations.
Demonstrated experience working with U.S. healthcare customers
Ability to anticipate needs, innovate, and flourish in a fastpaced environment.
Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data.
Ability to develop marketspecific strategies and plans based on industry best practices (ex. Presales, Consulting) to improve growth efficiency and net dollar retention.
Collaborative team player with exceptional relationship and interpersonal skills.
Contributes to a culture of transparency and accountability and has a track record of operating with highintegrity and honesty.

Location and travel requirements:

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
Equity in a wellfunded, highgrowth 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 productivityrelated expenses
Parental leave topup 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

_ Better outcomes, better belonging_

Our team members are uniqu_e—l_ike our products and the customer groups that we service. _AlayaCare_ employees bring different strengths, perspectives, an