AlayaCare is a fast-growing SaaS company focused on transforming home healthcare through their cloud-based platform. The Customer Enablement Specialist plays a critical role in delivering onboarding experiences for SMB customers, acting as a subject-matter expert and ensuring customers are effectively set up for success on the platform.
Responsibilities
- Facilitate the onboarding of SMB customers using AlayaCare’s prescriptive onboarding delivery model, from initial kick-off through go-live
- Provide input to and execute project plans, working with customers to understand their processes, goals, and success metrics
- Develop, refine, and maintain training resources in partnership with senior members of the Customer Enablement team
- Set customers up in AlayaCare University, monitor course completion, and resolve learner questions to keep onboarding on track
- Own quality system configuration and training deliverables to ensure customers are ready to use the platform effectively on day one
- Support data migration activities, helping to resolve validation errors and ensure clean, accurate data in production environments
- Troubleshoot and support customer issues during onboarding, providing resources and guidance or coordinating with internal teams as needed
- Provide input into webinars and training content that support scalable, repeatable onboarding experiences
- Ensure project and customer data is accurately maintained in Mavenlink, HubSpot, and other internal systems of record
- Build and maintain strong relationships with customer stakeholders, providing day-to-day contact on onboarding status and changes
- Maintain up-to-date knowledge of and compliance with internal processes, procedures, and quality standards
- Perform other job-related duties as assigned
Skills
- Bachelor's Degree in Business, Public Health, Informatics, Computer Science, or similar
- Approximately 1-3 years of experience in onboarding, training, customer enablement, or a closely related customer-facing role
- Strong training and facilitation skills, with familiarity with adult learning styles and how to adapt content to different audiences
- Excellent organizational and time-management skills with strong attention to detail; you're comfortable managing multiple projects at once
- Excellent communication and interpersonal skills; you collaborate effectively and build strong relationships with both customers and colleagues
- A proactive, self-starting mindset with strong analytical skills and a willingness to think creatively to solve problems
- Solution-focused approach and creativity in problem-solving techniques
- Experience with tools such as Mavenlink, Confluence, HubSpot, Jira, and Zendesk (or similar project and support tools)
- Working knowledge of the home care industry or SMB SaaS is an asset
Benefits
- Equity in a well-funded, scaling company.
- Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
- Parental leave top-up and family support programs.
Company Overview
AlayaCare delivers an end-to-end home health care software platform and hardware ecosystem for patients. It was founded in 2014, and is headquartered in Montréal, Quebec, CAN, with a workforce of 501-1000 employees. Its website is http://www.alayacare.com.