Associate Director Customer Education

at  AlayaCare

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.

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.

• 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.