Professional Services Consultant (Clinical)

We’re hiring a Professional Services Consultant (Clinical)

Full-time | Permanent

Preferred location: Sydney, Melbourne, Brisbane, Adelaide, Perth

Hybrid working: 2 days in office, 3 days WFH

Competitive salary package, commensurate with experience + company stock (RSUs)

Meet AlayaCare!

We’re 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’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams and better outcomes for customers. 

The Role

Reporting to the Director of Residential Operations, our Professional Services Consultants (PSCs) work as part of the Professional Services team to lead the implementation of our software for clients post-sale, as well as providing advanced consulting and training activities post-implementation.

PSCs work to understand customer needs in detail, build and find solutions to meet these needs, and then ensure the solution works as expected before our Customer Experience team takes over.

In this clinical-focused role, you’ll work closely with customers’ clinical teams to build out the clinical tools in the system needed to support care.

PSCs will assist in mentoring Professional Services Associates (PSAs) when they are assigned to PSC projects and are gaining skills and experience to progress to a Senior PSC role, where they can lead complex and enterprise projects independently.

Our team is expanding, and we are looking for the right person to join our team. It is an ideal opportunity for a clinical or Registered Nurse professional currently supporting an aged care provider who would like to transition into a more technical implementation and support role. If you thrive on creating efficiencies and improving processes, you’ll do great things here. We’re open to a range of experience and will tailor the remuneration and training package to the successful candidate.

Your days will involve:

• Leading workshops with customers to elicit, document, understand and analyse their business processes and requirements.
• Preparing project documents, including requirements and solution design documents.
• Configuring the AlayaCare application to support clinical workflows and end-to-end residential care processes.
• Providing training to customers, typically through a train-the-trainer model.
• Assisting with data migration activities, including supporting customers with data import templates and resolving validation errors.
• Managing internal and customer communications regarding project activities and implementation progress.
• Supporting customers with issues throughout implementation, including navigating product gaps and managing expectations around delivery and development fixes.
• Learning, mastering and contributing to implementation best practices, methodologies and other intellectual capital that delivers value to customers.
• Mentoring Professional Services Associates assigned to your projects and helping build their skills and experience.
• Keeping AlayaCare Residential product and process knowledge current, and participating in product demonstrations and RFP responses when required.
• Building toward independently managing implementations and maintaining approximately 65% billable utilisation.

You’ll thrive in this role if you:

• You have experience in residential aged care implementation, ideally 2+ years, or strong clinical systems implementation and consulting experience.
• You have an intermediate understanding of the aged and residential care industry, including its functions, legislation and challenges.
• You are customer-focused and able to build trusted relationships through complex implementation processes.
• You demonstrate strong accountability, self-management and planning skills, including the ability to work to SLAs and communicate issues early.
• You bring advanced analytical and problem-solving skills, with the ability to review information and propose practical solutions.
• You have advanced interpersonal and communication skills, including the ability to explain complex information clearly, run workshops and de-escalate heightened situations.
• You collaborate effectively with customers, Project Managers, PSAs, Product, Customer Relationship Managers and other subject matter experts, while also working autonomously.

Bonus points if you:

• 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.

We believe great work should be rewarded.

Here’s how we show our appreciation:

Choose your own 2 days/week in office, 3 days WFH

Competitive salary + 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 to support causes you care about

Team lunches, events & wellness activities

A genuinely open, inclusive and collaborative culture

A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space.

Belonging matters.

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion and accessibility aren’t just buzzwords here - they’re woven into everything we do.

Need adjustments to participate in the recruitment process?

We’ve got you. Just reach out to our HR team: [email protected].

We do not accept unsolicited CVs from Recruitment Agencies.