We’re looking for a driven ICT Client Services Associate (CSA) to join our Customer Success team! The Client Services Associate will support software implementation for our clients. If you’re interested in helping us build the future of mobile healthcare, this job is for you.

We are building a workforce management system allowing private homecare organizations around the world to manage their employees (scheduling, client health records, billing, payroll and reporting). We are also building other exciting complementary products (mobile apps for care workers, remote patient monitoring and family portal).

Every single member of the close-knit team located in Australia, Canada, United States, and Brazil is committed to building the best product possible to change the healthcare industry. To achieve this ambitious goal we work hard, making sure our users providing 10M care visits a month efficiently.

Position Summary:

This is a full-time role based in Australia. Ideal candidates will be based in Sydney or Melbourne, though we are open to considering candidates located in other areas of Australia should their experience match the qualifications. AlayaCare supports a flexible working model with a blend of in-office and onsite collaborative work; some travel to clients within Australia will be required. It will involve managing the implementations of our software solutions across multiple clients from start to finish. You will provide clients with guidance, recommendations and assistance to ensure an on time and on budget implementation of our homecare solutions. 

You will be working on: 

• Providing concise evaluation of a client’s implementation requirements through an Implementation Planning Study
• Manage multiple, concurrent tasks and workstreams where you will be applying AlayaCare project methodologies across a client's lifecycle and working with AlayaCare’s inter-disciplinary resources in the course of delivering the workstream (e.g. data migration, integration, training)
• Providing recommendations on implementation approaches and strategies
• Attending in-person and remote client meetings, reporting on changes to the project, and keeping the project documentation up to date. Assisting with troubleshooting and problem solving on issues reported by the client
• Developing and maintaining mutually valuable relationships with clients and stakeholders
• Building and leveraging client relationships to help overcome any arising implementation challenges
• Ensure client satisfaction through follow-ups, client responsiveness and ongoing communication
• Contributing to the development of best practices, methodologies, and other intellectual capital aimed at delivering value to our clients 
• Working closely with team members and internal departments (Sales, Product, Development and Support) to achieve the best outcome for clients

You’ll need to have: 

• University degree - if you're an accountant, an HR specialist, or a nurse looking for something new, give us a shout
• 2-3 years of experience in a customer-facing role, ideally within software implementation or the post-acute healthcare space (it would be a bonus if you have both!) 
• Pride in your work and a "get-it-done" attitude. We keep things light at the office and are professional with our clients
• Ability to build positive lasting relationships with key stakeholders and teammates
• Exceptional creative thinking and problem solving skills
• Outstanding written and oral communication skills - you will be responsible for presenting information to clients 
• Proficiency with MS Office Suite and virtual conferencing/communication tools like Zoom, Slack, Teams, etc. 
• Autonomy and capacity to learn by yourself
• Experience using project tools like Confluence, Mavenlink, Trello would be a definite bonus

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 isn’t 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 www.alayacare.com.

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