Software Implementation Lead

transform their day-to-day workflows and practices
• Coordinate and manage client’s implementation by monitoring deliverables and progress through continuous
communication across internal and external teams
• Responsible for educating and training both new and existing customers to drive adoption/use of our client's
flagship software solution.
• Work with diverse set of customers (clinics and network practices) through online and/or in-person sessions (as
required).
• Work closely with the operations and sales teams to plan, schedule, and deliver an exceptional customer experience for
new and existing customers.
• Be highly organized and stay on top of day-to-day support by meticulously tracking progress of activities, documenting
process and learnings.


Advantages
IF you feel you are the right fit for this role please email your word resume to Merin.george@randstaddigital.ca

Responsibilities
Be the face of our client's flagship product for clinic customers
• Manage and deliver customer implementation and participate in ongoing engagement with customer accounts to
maximize adoption of our client's software application
• Deliver implementation virtually or onsite using a variety of tools including online meeting and collaboration
applications such as Zoom and Microsoft Teams.

• Provide feedback and recommendations for improvements in the implementation process and product feature based on
customer feedback.
• In collaboration with the sales team, proactively anticipate and communicate issues, risks, escalations, timelines and
delays to ensure customer experience excellence and successful implementation
• Participate in the testing, feedback and documentation of new product features and offerings
• Develop and maintain expertise of the core product and the end-to-end solution and the product value outcomes.
• Prepare and deliver metrics, reporting, and update controlled documentation and training materials.
• Support ad hoc program, team or company initiatives as assigned

Qualifications
Post-secondary education (preferred)
• 3+ years customer service or account management experience, ideally in healthcare technology setting
• Previous client-facing training or software implementation experience (preferred)
• Self-motivated and enthusiastic, with strong interpersonal skills
• Excellent communication skills, both written and verbal, be able to explain simple and complex technical concepts to
non-technical users
• Strong software & technology aptitude and literacy
• Confident in ability to provide a strong and personalized customer service experience while setting client expectations
• Strong presentation skills, ability to conduct in-person and remote sessions
• Ability to plan and multitask and handle multiple projects/accounts concurrently
• Process-driven and organized
• Comfortable with data analysis to identify trends and derive conclusions
• Ability to perform complex office administrative work and to analyze and resolve administrative and procedural
problems, interpret procedures using sound judgment
• Proven ability to address conflict and problem solve to ensure balanced outcomes for clients and our client
• Proficiency with Microsoft Office suite of products and other teleconferencing solutions (i.e. Zoom)

Summary
General office working condition
• Hybrid work from home and in-office
• Occasional travel is required (United States and Canada)
• Home office set-up required (e.g. dedicated office space free of interruptions, acceptable ergonomics and access to
broadband internet)
• Ability to manage flexible hours, may will require work after normal working hours (9am to 5pm EST) to
accommodate other timezones within North America.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.