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Client Services Operations Analyst


This is a Contract position in Burnaby, ia posted October 1, 2021.

About AlayaCare AlayaCare is revolutionizing the way home care is delivered.

Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care.

We aim to be the operating system for our clients’ businesses, helping them and their employees improve clinical outcomes.

We are a fast-growing company with a team of 470 employees across Canada, US and Australia and have been recognized as one of the top growing companies in Canada.

About The Role AlayaCare is seeking a Client Services Operations Analyst to join our growing team The key function of this role is to assist the VP, Client Success and the department’s Directors in regularly applying and evaluating direct and indirect client success procedures according to organizational objectives and implementing improvements.

Key Responsibilities Supporting the adherence to client lifecycle processes across the client success team (e.g.

making sure that milestones are being completed accurately by the Services team and roll up to dashboards, making sure that billable hours are being tracked correctly, performing data quality reviews in MavenLink and Looker to ensure the deal information is complete, etc.) Writing and updating the content of client facing and internal resources (e.g.

project playbooks, templates for normal operations client updates, job descriptions, etc.) Supporting the use of internal and external tools used across the department (e.g.

providing access and basic training to mavenlink, and other tools, being the admin on all Services Team tools and ensuring that bills are paid and invoices are submitted to finance department, etc.) Involvement in cross-departmental projects or initiatives and supporting the implementation of operational improvements (procurement, material and resources allocation, revamp processes) (e.g.

coordinating the review of project management tools in the market, configuring the applications based on team needs, coordinating training and implementation, organizing internal training and onboarding for new hires on the team, supporting internal initiatives around implementing new tools and processes, maintaining the process and training documentation, etc.) Analyzing financial information and assisting in adjusting operational budgets to promote profitability.

Collaborating with client success leadership, financial reporting and IT teams to develop initiatives and strategies that optimize costs and improve internal and external reporting (e.g.

compiling and analyzing the margin data in internal tools, reviewing with finance team, reconciling variance, building and maintaining dashboards, etc.) Being the point of contact for external partners/vendors (eg.

Account administration for departmental tools) Support with BI and analysis by gathering, analyzing and interpreting data and metrics to drive Client Services team decisions Organizing and preparing for internal team meetings including but not limited to: management team meetings, senior leadership team meetings, quarterly client success department meetings, social events, board meetings, client experience and support team huddles and quarterly reviews, etc.) Leading/supporting migrations and integrations of interdepartmental tools You’ll need to have : University degree.

A combined 3 years experience in a client services or business analyst role where you were involved in delivering projects and analyzing complex data Project management experience Advanced Excel skills Working knowledge of data analysis and performance/operation metrics (knowledge of BI tools like Looker, Penhaho, etc.) Pride in your work and a “get-it-done” attitude.

We keep things light at the office and are professional with our clients Ability to build positive, lasting relationships with key stakeholders and teammates Exceptional creative thinking and problem-solving skills Outstanding written and oral communication skills
– you are most definitely a people-person Autonomy and capacity to learn by yourself It’d be great if you have: Project management certification or advanced training related to the region or vertical Experience using project tools like MS Project, Confluence, Mavenlink, etc.

Why AlayaCare is a great place to work Help make a positive impact in the lives of countless care workers and care recipients Stock options in a growing and well-funded company An entrepreneurial culture of transparency, collaboration, and innovation Career growth and development opportunities Health and wellness activities Health benefits package Flexible vacation policy Remote friendly Beautiful office spaces and amenities to enjoy If you are interested in this role, apply today with a resume