(Canada) Senior Solutions Consultant, Senior Living

Key Responsibilities

• Drives customer-centricity and continuous improvement cross-functionally by actively prioritizing customer needs and continuously iterating to enhance their experience
• Acts as trusted advisor to strategic customers; understanding their unique challenges and demonstrating how solutions deliver measurable value; capturing feedback to inform product development and planning
• Collaborates with Product Management on solution business case, solution/UX design, development partners/early adopters, prioritization of customer feedback, and solution validation. Lead a team of individual contributors, mentor, guide and support them (dotted line, not direct reporting relationship)
• Coach and mentor team members to help them reach their full potential.
• Lead by example and create an inspiring team environment with an open and inclusive culture.
• Set clear team goals and expectations and monitor progress towards achieving them.
• Encourage open and timely communication within the team and with other departments.
• Provide day-to-day direction to a team of support or entry-level employees. - Act as an organization-level lead for projects.
• Serve as a champion for the team, reinforcing processes, and ensuring that the team is prepared and ready to attend all training sessions.
• Understand customer organizational change management needs, with ability to assess organizational readiness for recommendations. Consult with our sales team and customer success managers to ensure ongoing customer success
• Develops and executes market-specific programs that showcase the benefits of our solutions, using data to demonstrate value; Establishes and owns the definition of best practices and centers of excellence

Minimum Qualifications

• Post-secondary education in healthcare or regulated health professional designation preferred
• 5+ years, in long term and post-acute care setting providing consulting services for clinical,financial and/or business development/marketing departments
• Experience implementing or using the PointClickCare or other applications in market settings
• Self-starter, able to work independently, prioritize to deliver on time, adapt priorities and a flexible approach to sharing client insights

Preferred Qualifications

• Masters degree
• Experience in a software support and consulting environment
• Demonstrate change agent qualities for customer-centric approach to engagements. Mentor staff with less experience.