Customer Implementation Specialist

Job Description – Customer Implementation Specialist Who we are

Staff Schedule Care  (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.

• 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.

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.

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
.

• 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.

• 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…