Manager, Customer Success, MYLE Adoption and AI Innovations

Your mission begins where technical deployment ends. You are the guardian of the real value generated by MYLE and its AI innovations within clinics: you dont wait for users to give up on or abandon the platform or its tools. Instead you anticipate disengagement signals through usage data and your deep understanding of clinical workflows ensuring MEDFAR remains at the heart of healthcare delivery.

You act both as the conductor of a dedicated team and as a strategic partner to clinics ensuring that our clients investment in MYLE and its integrated AI innovations results in real sustainable and measurable adoption across all users.

Key Responsibilities:

Adoption Strategy and Governance MYLE Platform and AI Innovations

• Global Adoption Strategy: Define and lead the adoption strategy for the entire MYLE platform (core clinical and administrative modules) as well as its AI innovations (Scribe AI AI Document Indexing AI Virtual Assistant and future innovations) including adoption retention and satisfaction targets.

• Success Metrics: Establish track and report key indicators (adoption rates for MYLE and its AI modules CSAT/NPS retention rates churn rates) to executive leadership.

• Tools and Playbooks: Develop onboarding pathways playbooks and tracking tools to enable structured adoption from initial MYLE integration to the rollout of each new AI solution.

• Proactive Monitoring and Health Checks: Analyze platform usage data to identify drops in MYLE or AI feature adoption as well as churn risk signals before they become critical and design targeted remediation plans.

Customer Experience Excellence and Retention

• Change Management: Support clinics through their digital transition whether during the initial MYLE implementation the introduction of new AI features or major updates.

• Critical Escalations: Act as the escalation point for complex customer situations related to MYLE or AI tool adoption by mobilizing appropriate internal resources.

• Targeted Remediation Plans: Design targeted interventions (training workshops coaching workflow optimization) for accounts showing signs of disengagement with MYLE or its AI modules in order to minimize churn.

• Ambassadors and Retention: Develop engagement programs for power users/champions of MYLE and AI solutions within clinics to foster long-term platform adhesion.

Voice of the Customer and Platform Evolution

• Strategic Influence: Synthesize field feedback pain points and unmet user needs regarding both MYLE core functions and AI modules to influence the global product roadmap.

• Customer Prioritization: Represent the needs of clinical users in feature prioritization decisions collaborating closely with Product and Engineering teams.

• Cross-Functional Collaboration: Work closely with Product Marketing Implementation and Support teams to deliver a seamless cohesive customer experience across the entire MYLE journey without silos.

Team Leadership and Operational Excellence

• Team Management: Recruit mentor and grow a team of specialists dedicated to MYLE and AI solution adoption sharing best practices in account management and product expertise.

• Methodology Optimization: Establish team processes tools and methodologies (follow-up automation playbook enrichment diagnostic tools).

• Organizational Alignment: Collaborate with other leaders across the organization to align MYLE and AI innovation adoption goals with MEDFARs overall customer success strategy.

Working Conditions

• Permanent full-time position (40 hours per week)

• Hybrid work model

• Travel required to meet clients in person

• The candidate must possess a car and a valid drivers license

Qualifications :

• 7 to 10 years of relevant experience in customer success software adoption management or technology solution deployment including team management experience.

• Bachelors degree in Business Administration Information Technology Project Management or a healthcare-related field; equivalent experience considered.

• Demonstrated experience in launching and scaling adoption initiatives for tech platforms ideally Electronic Medical Records (EMR); experience with AI solutions is an asset.

• Deep expertise in MYLE or a comparable EMR and its clinical and administrative workflows; strong understanding of integrated AI modules (Scribe AI document indexing virtual assistant) is a major asset.

• Data-driven approach with experience using analytics tools (Tableau PowerBI or equivalent) to transform adoption metrics into actionable plans.

• Strong change management skills (Prosci or equivalent certification is an asset) and the ability to influence multidisciplinary teams without direct hierarchical authority.

• Excellent executive-level communication skills and full professional proficiency in French and English (oral and written).

Additional Information :

Joining MEDFAR means working in a dynamic environment where trust innovation quality and customer success guide our daily work. At MEDFAR we promote efficiency and excellence in healthcare by offering the highest-performing Electronic Medical Record (EMR) on the market.

• Remote work options and flexibility

• RRSP matching contribution

• Comprehensive group insurance starting on day one

• Paid time off: 3 weeks

• Onboarding program to familiarize you with our environment and the digital health sector

• Computer hardware provided

• Internal growth opportunities (promotions internal mobility)

• Support from a wellness and social committee with initiatives fostering team cohesion mental health and employee well-being

Join a dynamic environment where your leadership directly shapes the adoption of the most innovative EMR on the marketMYLE and its AI solutionsand contributes to modernizing healthcare in Canada and internationally.

With offices located around the world proficiency in French and English is required at MEDFAR. Due to the need to communicate with colleagues and/or clients in other provinces or countries bilingualism allows us to communicate in both languages while promoting the use of French.

At MEDFAR we value diversity equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported regardless of their background identity or abilities. As part of our commitment to a fair and inclusive recruitment process we offer accommodation measures to candidates upon request. If you require accommodations during your interview please let us know so we can provide an adapted experience.

MEDFAR voluntarily participates in an Equal Employment Opportunity Program (EEOP). Applications from women visible minorities ethnic minorities Indigenous peoples and persons with disabilities are encouraged. When applying we invite you to complete this section which allows us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not mandatory but it may allow you to benefit from measures during hiring or promotion if you possess the required skills for the job.

To better understand the self-identification process you can consult this guide.

With offices around the world fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries bilingualism enables us to communicate in both languages while promoting the use of French. 

At MEDFAR we value diversity equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported regardless of their background identity or part of our commitment to a fair and inclusive recruitment process we offer accommodation to candidates who request it. If you need accommodation during your interview please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women visible minorities ethnic minorities aboriginal peoples and people with disabilities. When applying we invite you to complete this section which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process please consult this guide.

Remote Work :

No

Employment Type :

Full-time