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About the Role
Professional Services Consultants (PSCs) lead software implementations for clients post-sale, provide advanced consulting, and conduct training. In this clinical-focused role, you will work closely with customers’ clinical teams to build system tools supporting care and mentor Professional Services Associates. This is an ideal opportunity for a clinical or Registered Nurse professional in aged care to transition into a technical implementation and support role, focusing on creating efficiencies and improving processes.
Responsibilities
- Lead workshops with customers to elicit, document, understand, and analyze business processes and requirements.
- Prepare project documents, including requirements and solution design documents.
- Configure the AlayaCare application to support clinical workflows and end-to-end residential care processes.
- Provide training to customers, typically through a train-the-trainer model.
- Assist with data migration activities, including supporting customers with data import templates and resolving validation errors.
- Manage internal and customer communications regarding project activities and implementation progress.
- Support customers with issues throughout implementation, including navigating product gaps and managing expectations around delivery and development fixes.
- Learn, master, and contribute to implementation best practices, methodologies, and other intellectual capital that delivers value to customers.
- Mentor Professional Services Associates assigned to your projects and help build their skills and experience.
- Keep AlayaCare Residential product and process knowledge current, and participate in product demonstrations and RFP responses when required.
- Build toward independently managing implementations and maintaining approximately 65% billable utilization.
Requirements
- Experience in residential aged care implementation, ideally 2+ years, or strong clinical systems implementation and consulting experience.
- Intermediate understanding of the aged and residential care industry, including its functions, legislation, and challenges.
- Customer-focused and able to build trusted relationships through complex implementation processes.
- Strong accountability, self-management, and planning skills, including the ability to work to SLAs and communicate issues early.
- Advanced analytical and problem-solving skills, with the ability to review information and propose practical solutions.
- Advanced interpersonal and communication skills, including the ability to explain complex information clearly, run workshops, and de-escalate heightened situations.
- Collaborate effectively with customers, Project Managers, PSAs, Product, Customer Relationship Managers, and other subject matter experts, while also working autonomously.
- Experience working with AlayaCare Residential or similar clinical management software.
- Experience in SaaS or clinical software consulting and training.
- A relevant Health or IT qualification, experience as an AlayaCare PSA, or knowledge of the AlayaCare implementation methodology.
Skills
- Clinical systems implementation
- Consulting
- Aged and residential care industry knowledge
- Customer relationship building
- Accountability
- Self-management
- Planning
- Working to SLAs
- Early issue communication
- Analytical skills
- Problem-solving
- Interpersonal skills
- Communication skills
- Workshop facilitation
- De-escalation
- Collaboration
- Autonomy
- AlayaCare Residential software
- SaaS software
- Clinical software
- Training
- AlayaCare implementation methodology
Location
- Sydney
- Melbourne
- Brisbane
- Adelaide
- Perth
Work Type
- Full-time
- Permanent
- Hybrid working (2 days in office, 3 days WFH)
- Working from anywhere in the world (up to 90 days/year)
Experience Level
- 2+ years in residential aged care implementation or clinical systems implementation/consulting
- Senior PSC role potential
Education Level
- Relevant Health or IT qualification
Salary/Compensations
- Competitive salary package
- Company stock (RSUs)
Benefits
- Choose your own 2 days/week in office, 3 days WFH
- Company stock (RSUs)
- 5 Wellness days per year
- Up to 90 days/year working from anywhere in the world
- $1,000/year flexible benefits package
- 22 weeks company-paid parental leave
- 2 days company-paid volunteer leave
- Team lunches, events & wellness activities
- Open, inclusive and collaborative culture
- Purposeful work in the fast-paced tech sector
- Real impact in the care space
About the Company
- AlayaCare is a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US, and beyond.
- Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.
- We are big on Tech with Purpose and passionate about improving lives while building strong software, strong teams, and better outcomes for customers.
Equal Opportunity
- We are committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion, and accessibility are woven into everything we do.
- Need adjustments to participate in the recruitment process? Reach out to our HR team: people@alayacare.com.