Company Profile

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

RLDatix has offices in London, Toronto, Chicago, Melbourne, and Riyadh, allowing us to be at the forefront of global patient safety and GRC movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team.

What You Will Do

The Technical Project Coordinator will work in close partnership with the Manager of Technical Services to support timely and high-quality delivery of technical project services. You will help technical team members prioritize tasks for projects and provide effective communication to customer stakeholders. In close collaboration with Technical Services peers, you will contribute to documentation and process improvement that increase efficiency and quality. You will coordinate customer outreach and planning for technical projects such as software updates, technical implementation, integration, data conversion, platform swaps, and server migrations. The career progression path for this role includes increasing project management responsibilities and opportunities to lead software professional services projects. Curiosity, collaboration, time management, empathy, and humility will be key to success.

Key Responsibilities

• Work closely with the Manager of Technical Services to measure and track team bandwidth and project scheduling trajectory
• Manage a project queue by providing documentation and scheduling outlook information to customers. Content provided will help customers complete prerequisite project tasks and allow RLDatix technical team members to deliver value efficiently.

·  Manage risks and issues for projects in queue. Serve as an escalation contact, determine responses, and provide communication to key stakeholders in a timely and thorough manner.

• Manage a queue of tickets relating to technical project requests. Work with the Manager of Technical Services, Sales Representatives, and Technical Subject Matter Experts to coordinate timely response to tickets.
• Run reports to identify projects and timecards requiring action, and follow up with internal action owners
• Track standardized project success metrics and proactively seek & action stakeholder feedback.

· Contribute to the continuous improvement of Technical Services process assets (e.g., processes, templates, presentations, KB articles) with a focus on customer & staff experience.

• Communicate opportunities for customers to optimize product use to Sales and provide input during the Sales process as required (e.g., RFIs, RFPs, SOWs, questions).
• Partner with customers, technical team members, and the Product Management team to identify product enhancement opportunities that improve quality or efficiency.

· Demonstrate willingness to help others, lead and facilitate change, and model professionalism in all contacts with internal and external customers.

Skills/Experience/Competencies You Will Need

· University degree or college diploma in business or technical discipline, or equivalent experience.

· High aptitude to learn both front-end and back-end technology

· Able to evaluate customer needs, develop technical action plans, and interact with technical teams to achieve results.

· Able to work collaboratively and lead informally as well as formally.

· Able to plan, prioritize, and communicate priorities effectively.

· Detail-oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex, or ambiguous.

· Able to use Salesforce and Excel to run reports that support decision making

· Exceptional time management skills, suitable for managing concurrent enterprise projects.

· Strong change management (interpersonal) skills, with the ability to interact effectively with staff at all levels within and outside the organization.

· Tactful at balancing the competing needs of multiple parties through communication, empathy, creative problem solving, and negotiation.

· Proven initiative to deliver outstanding service, measured by high customer satisfaction.

· Effective presenter who can build rapport with a professional healthcare audience

· Able to provide an exceptional level of customer service in English 

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.