Job Description – Customer Implementation Specialist
Who we are:
StaffScheduleCare (SSC) is the leading provider of time, attendance, and scheduling software in the Canadian Senior Care industry. Here at SSC, our passion and pursuit is all about
people -- our software is built to make people’s (healthcare workers’) lives easier, so they can provide people (residents) with the best possible care. Meanwhile, we also strive to deliver a world-class work experience for our own people, through a culture of support, collaboration, openness, and drive.
Several highlights about SSC:
- Powerful tailwinds: we serve one of the fastest growth segments in the country: senior living and senior care. Canada, like other developed nations, is aging rapidly and demand for long term senior care is growing. In particular, we help address and manage the staff shortages that are common in this industry.
- Established leadership in the market: SSC has a strong market position. We serve hundreds of homes in Canada with top-decile customer retention and satisfaction metrics.
- Capital for growth: We’ve recently received a large infusion of institutional growth capital to scale for growth.
- Led by experienced SaaS Operators & Investors: Our co-CEOs have a track-record of driving and supporting growth at similar companies in the past. We’ve also got a world-class bench of operating advisors who are engaged in the business.
- A people-first purpose and culture: Our software is built to make our healthcare workers’ lives better, so they can make their residents’ lives better. And meanwhile at SSC, we bring the same people-first mindset to everything we do.
Who we are looking for:
We are looking for a highly skilled
Customer Implementation Specialist to join our growing New Client Care team. Salary range is $50k-$80k depending on implementation seniority. You will also be eligible to participate in the new client care team bonus program ($2-5k+ / year).
This person will be responsible for managing the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products/services. This role requires strong project management skills, excellent communication abilities, and a customer-focused mindset. The ideal candidate will be adept at understanding customer needs, providing technical support, and coordinating with various internal departments to achieve seamless integration. You will be a crucial partner to our Client Care team and
will report to the Director of Client Care and will also be supported by a
Lead Customer Implementation Specialist.
What you’ll do:
- Manage the end-to-end implementation process for new customers, from initial contact to go-live and beyond.
- Develop and maintain detailed project plans, timelines, and documentation to ensure all tasks are completed on schedule.
- Serve as the primary point of contact for customers during the implementation phase, addressing any questions or concerns promptly.
- Conduct thorough needs assessments and gather requirements to customize solutions that meet customer specifications.
- Provide training and support to customers on the use of our products/services, ensuring they are fully equipped to utilize them effectively.
- Collaborate with internal teams (Sales, Product Development, Customer Support) to ensure alignment and address any issues that arise during implementation.
- Monitor project progress and provide regular updates to customers and internal stakeholders.
- Identify potential risks and develop mitigation strategies to ensure successful project outcomes.
- Collect customer feedback and work with the product team to drive continuous improvement of our offerings.
- Stay up-to-date with industry trends, SSC software development, and best practices to provide expert guidance and support to customers.
What you’ll need:
Must haves (skills):- 1+ years of experience in a customer-facing role, preferably in implementation, project management, or technical support.
- Strong project management skills with the ability to manage multiple projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
- Technical aptitude with the ability to understand and explain complex concepts to non-technical users.
- Problem-solving mindset with a proactive approach to identifying and addressing challenges.
- Detail-oriented and highly organized, with a commitment to delivering high-quality results.
- Ability to work independently and as part of a team in a fast-paced environment.
- Hybrid work schedule with approximately 2-3 days per week in office located in Newmarket, ON.
Must haves (values):
Our values are the behaviours we’ve observed in people who are successful at SSC. They provide us with a foundation for how we make decisions, grow the team, create process, and build products. Those values are:
- Customer Care (Listen, Support, Care) – We build easy-to-use products with our end user in mind. We focus on and build products tailored for our healthcare clients. We go out of our way to implement successfully and make sure customers get value from our solution. We are kind and patient when our customers are frustrated. We strive every day to be great teachers, coaches and helpers. We honor great customer service.
- Band Together (One Team) – We put the team first, support each other’s goals, and communicate openly. We ask for help when we need it and readily offer a helping hand to others. When there’s trouble, we don’t hesitate - we help. Banding together isn’t about always agreeing. In fact, it’s about trusting each other enough to disagree openly and still give our best. We challenge ideas, not people, because real teamwork means pushing each other to be better while staying united in our mission.
- Take Ownership (Prepare, Own, Drive Solutions) – We own our work and take pride in doing it well. We’re clear on who is responsible and accountable. We follow through on commitments, solve problems instead of passing them on, and stay focused on what moves the needle. We hold ourselves to high standards, knowing that great results come from preparedness, effort, accountability, and attention to detail. We measure our success by the results we deliver.
- Grow Everyday (Take On Challenges) – Every time we do anything, we ask: how could we do this 1% better next time? We actively seek out feedback and are excited to grow. We also take time to offer thoughtful feedback to help others grow too. We’re willing to try new things and celebrate attempts – even when they don’t succeed. We see every setback as a stepping stone toward progress. And we don’t let perfection get in the way of that progress.
Nice to haves:- Bachelor's degree in Business, Information Technology, or a related field.
- Proficiency in project management tools and software.
- Experience in the healthcare SaaS industry.
What we offer:
Sound good so far? Additionally, we offer:
- A competitive salary and potential bonus structure.
- Supplemental employer-sponsored healthcare coverage for you and your family.
- Hybrid work environment (work from home, our office, or somewhere in between).
- Financial support for continuing education, professional development, stress relief, and more.
How to Apply:
Interested candidates should submit their application via JazzHR detailing their relevant experience and why they are a good fit for this role.
StaffScheduleCare is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Come join the SSC team and be a key part of a fast-growing and exciting business!
