As part of the Professional Services, the Software Implementation Consultant (Rapid Services) will act as the principal liaison with the customer to implement best practices to drive optimized business outcomes for the customer within the Long-Term and Post-Acute Care (LTPAC) settings. The Consultant will be diligent, customer focused, agile, transparent and a strong communicator. This individual will build relationships with our customers to become the trusted advisor and counsel them on our solutions and recommended business practices. The successful candidate will lead an in-depth analysis of the customers’ desired business process, operations and practices and provides recommendation for solution configuration and enhanced business practices. The applicant should expect up to 30% on site travel to customer sites and regional meetings.
The Consultant (Rapid Services) will report to the Manager, Professional Services.
Consultant (Rapid Services) are primarily responsible for single resources delivery of small to mid-sized projects with low to medium complexity. From planning to go live, you will work independently to guide our clients through their implementation experience.
Key Responsibilities
Project Management:
- Lead multiple concurrent small to mid-size implementation projects.
- Manage full scope delivery, including project budgeting, technical delivery, and post go-live support.
- Exercise full autonomy and ownership of the project roster.
- Proactively anticipate, identify, and communicate issues, risks, and escalations with the project team to ensure an exceptional customer experience and successful implementation.
Consulting:
- Facilitate enhancement gathering sessions with clients to identify business objectives.
- Advise clients on the project approach and articulate the impact of changes to project timelines and resources.
- Establish and maintain strong customer relationships through excellent communication and collaboration skills.
Configure:
- Configure client applications, reports, and dashboards.
- Understand product release and patch processes, planning for potential client impact accordingly.
- Develop and maintain expertise in multiple product offerings, understanding end-to-end solutions and product value outcomes.
Training:
- Develop and deliver onsite/remote train-the-trainer sessions based on adult learning principles and best practices to address client needs.
- Coordinate training sessions, including scheduling participants, and required resources.
- Provide feedback and recommendations for improvements to training processes and program curriculum development.
Your onboarding:
Within 1 month, you will
- Participate in Corporate onboarding – Learn about PointClickCare, our history, and our values.
- Participate in Departmental onboarding – Learn our software, our methodology and how you fit into the organization.
- Work with a peer Buddy – Gain mentorship through your onboarding programs and beyond. Learn the ins and outs from someone who does your job.
- 1:1s – Meet the entire team, leadership, and people in supporting teams. Make friends and gain rapport and connections.
Within 2 months, you will:
- Achieve key Departmental onboarding landmarks successfully – Learn our key modules and get ready to be client facing!
- Start a project! With the support of your Buddy, Manager, and the entire team!
- Take on other ad-hoc client facing or behind the scenes client work.
Within 4 months, you will:
- Be on your way to being fully ramped up with multiple projects and role specific critical metrics and targets.
- Grow your knowledge – Learn more PointClickCare modules and features.
Within 1 year, you will:
- Lead a full roster of projects throughout the entire project cycle.
- Guide customers towards standard processes
- Achieve positive customer feedback.
- Become a Buddy – Pay it forward and help the next generation learn and grow in the role.
Experience:
- Passion for delivering an exceptional customer experience.
- Consulting experience in software implementation, workflow analysis, recommendation development and measuring business outcomes.
- Healthcare industry experience nice to have.
- Proven ability to take accountability for a project, demonstrating initiative, and delivering on commitments to ensure customer objectives are met.
- The ability to quickly learn new concepts and technologies and convert them into customer solution value.
- Undergraduate degree or equivalent work experience in technology preferred
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $72,000 – $77,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.</i