Bilingual Enterprise Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About AlayaCare
At AlayaCare were more than just a fast-growing SaaS company were a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients.
With 550 employees across Canada the US Australia and Brazil were united by a shared mission and a strong culture of transparency growth and human connection. Whether youre early in your career or a seasoned expert AlayaCare offers the opportunity to grow your impact your skills and your career.
About the Role:
Reporting to the Senior Director Customer Experience the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for Large and Enterprise customers. They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software. The Enterprise Customer Success Manager is a subject matter expert on the market they operate in. Your main responsibility will be to enhance retention adoption and foster the growth of your portfolio which comprises AlayaCares most valued customers.
As a strategic lead in the organization they will be the key executive touchpoint providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. As the key touchpoint for Enterprise organizations the Enterprise Customer Success Manager will focus on relationship management at the corporate level while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.
What Youll Do:
- Define the client journey by setting expectations for key milestones and ROI set in the sales cycle.
- Establish trusted advisor relationships with customer Executive team developing an influencer relationship while working with internal teams to deliver a best-in-class customer experience.
- Maintain and actively manage a healthy client portfolio building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes.
- Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks.
- Address any escalated customer issues with speed and urgency coordinating internal stakeholders.
- Deliver polished Quarterly Business Review presentations to clients that uncover new business uses adoption of best practices and product roadmap updates.
- Monitor and maintain customer health scoring proactively engaging with accounts based on health indicators.
- Help drive new business and reduce churn and building referenceable clients.
- Drive account growth outcomes through identifying expansion plays - upsell opportunities
- Influence customer lifetime value through optimizing product adoption customer satisfaction and overall health.
What You Bring to the Team:
- 5 years in a customer-facing role in an enterprise-level customer success or account manager role in B2B environment.
- Fluent in both French and English with strong verbal and written communication skills in both languages.
- 3 years of SaaS experience or experience working with post-acute software solutions.
- Proven experience managing and nurturing executive relationships with customers including management of executive-level escalations.
- Ability to anticipate needs innovate and flourish in a fast-paced environment.
- Excellent written oral and presentation communication skills with a demonstrated ability to shape narratives supported by data.
- Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales Consulting) to improve growth efficiency and net dollar retention.
- Collaborative team player with exceptional relationship and interpersonal skills.
- Contributes to a culture of transparency and accountability and has a track record of operating with high integrity and honesty.
Why Join AlayaCare
Work With Purpose
At AlayaCare youll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected accessible and human.
Grow in a High-Trust Culture
We believe in transparency feedback and assuming positive intent. Here youll feel safe to share your ideas and career goals and be supported to achieve them through mentorship career mobility and a promote-from-within philosophy.
Balance That Works for You
We value flexibility and well-being. From Wellness Fridays to volunteer time off to flexible vacation we make sure you have the space to recharge contribute to your community and live your best life.
Benefits That Matter
- Equity in a well-funded scaling company.
- Comprehensive health benefits telemedicine and lifestyle spending accounts.
- Parental leave top-up and family support programs.
Inclusive by Design
We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events summits and social activities both in-person and virtual create meaningful connections across our global teams.
Location and Work Model
At AlayaCare our hybrid model includes set in-office collaboration days (2x per week) and it is expected that team members are present in the office on those days to foster connection innovation and teamwork.
Ready to Join Us
Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you Share this posting with someone who might be a great fit.
AlayaCare uses AI tools during our hiring process to support fair consistent and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically you may request a human review.
Were committed to creating a workplace where everyone belongs. If you require accommodation during the application process please reach out to.
Required Experience:
Manager
Key Skills
- SAAS
- Customer Service
- Cloud
- Healthcare
- Account Management
- CRM
- Salesforce
- Infrastructure
- Client Relationships
- New Customers
- Territory
- Trade shows
- Sales Goals
- Sales Process
- Analytics
About Company
Learn how our cloud-based solution can help you manage your home health or infusion agency more efficiently and effectively.
