Associate Director Customer Education

About AlayaCare:  

At AlayaCare, we’re revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.   
 

About the position:  

Under the direction of the SVP Customer Success, the Associate Director of Customer Education, will develop and implement the Customer Enablement strategy.  Key to the role’s success will be collaborating closely with Product, Product Marketing and Customer Success.   Display deep technical expertise, proven project ownership and the ability to analyze and solve challenging problems facing AlayaCare customers.  Help our customer improve their knowledge of best practices of the product, boost their usage and adoption, engage within the AlayaCare customers community and continuously driving value for our customers.   

This cross-functional role will help deliver a delightful learning and development experience for our customers. Own the Customer Education tools and projects and work with internal stakeholders to deliver relevant content. As a data-driven leader, this role will report on metrics from the customer education tools and the product features adoption to draw insights.   

Advocate for relevant learning content to help our customers not only adopt the product but also be the best providers in their industry.  Provide recommendations and solutions on scalable learning and development solutions to our SMB customers and Enterprise customers. Build a vision how to position our Customer Education tools as a value impact to our customers to help drive high NPS results.

What you’ll be responsible for:   

• Build a scalable customer education program that maximizes time to first value and helps customers progressively advance their product usage to expand value over time. 
• Work closely with our Customer Success teams to build best-in-class training assets and materials to enable us to take our 1:1 service to the next level. 
• Lead customer engagements to drive product adoption and best practices of AlayaCare Cloud product features through the various channels of the enablement toolkit (Knowledgebase, University, webinar programs, Community, Knowledge articles, guide designs, in-product education and release notes).
• Develop a world class customer learning & education strategy that spans across all of AlayaCare customer base.  Produce data driven insights to continuously optimize the enablement tools to provide a frictionless knowledge gathering experience. 
• Track and report the Customer Adoption team’s performance metrics against KPIs and ensuring alignment with business targets. 
• Leading and mentoring individual contributors to achieve their individual performance goals . This includes performance management, performance reviews, hiring, terminations and compensation recommendations.
• Work with internal stakeholders to plan and execute enablement strategies as it pertains to new product releases and initiatives  with the objective of driving product updates and initiatives that impact our customers. 
• Own and evolve the customer education roadmap, continuously building and adding learning paths for new and existing customers. 
• Overseeing and participating in the creation and or review of scripts, videos, or other artifacts and documentation for quality assurance. 

What you bring to the team:   

• 8 –10 years of experience in SaaS Customer Education.
• 8 –10 years of experience in Sales or Customer Enablement. 
• 5+ years of experience building and continuously improving education programs in a high-growth SaaS environment. 
• Healthcare or homecare industry knowledge preferred.  
• Strong empathy for customers and passion for driving high impact programs and tools. 
• Proven ability to build positive and effective working relationships with internal stakeholders, customers and team is a must.  
• Experience with the relevant Customer Enablement tools, Zendesk, Vanilla, L&D tools, Pendo, etc. 
• A high-energy, team-first attitude and you are motivated to work in an ever-changing environment to help our growing customer base. 
• Outstanding organizational an interpersonal skill in managing workload and internal customers.
• A Bachelor's Degree in Education, Business Administration, or Information Technology.

Location and travel requirements:  

AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location for this position would be within the Greater Toronto Area. 

What Makes AlayaCare a Great Place to Work: 

• Our products have a positive impact on the lives of countless care workers and care recipients 
• Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation 
• Equity in a well-funded, high-growth company 
• Hybrid working models with beautiful and creative office spaces to enjoy in prime locations 
• Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team building activities 
• Comprehensive group benefits program, including telemedicine 
• Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses 
• Parental leave top-up program 
• Flexible vacation policy 
• Company Wellness Day program for extra time to unwind 
• Paid Volunteer Time off Program 
• Career growth and learning and development opportunities 
• An entrepreneurial culture of transparency, collaboration, and innovation 
• Access to our employee perk program for discounts at various participating vendors 

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.  

If you want to explore AlayaCare further, please visit our website www.alayacare.com.  

Better outcomes, better belonging   

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.    

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.    

If you require accommodation as part of the recruitment and selection process, please reach out to [email protected]. Please note, we do not accept unsolicited headhunter or agency resumes.   

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