Job Description & How to Apply Below
Full-time
Department:
Customer Success
MEDFAR Clinical Solutions was founded in 2010 by two aeronautical engineers who realized that healthcare systems were not leveraging technology's full potential. Supported by a vast community of medical experts and focused on clinic success and patient safety, MEDFAR was the first company to certify a cloud-based Electronic Medical Record (EMR) in Canada: MYLE (Make Your Life Easy).
Committed to driving excellence and efficiency in healthcare worldwide, MEDFAR sets itself apart by offering a unique care management solution for clinics that replaces inefficient processes with a faster, safer technological alternative.
Your mission begins where technical deployment ends. You are the guardian of the real value generated by MYLE and its AI innovations within clinics: you don't wait for users to give up on or abandon the platform or its tools. Instead, you anticipate disengagement signals through usage data and your deep understanding of clinical workflows, ensuring MEDFAR remains at the heart of healthcare delivery.
You act both as the conductor of a dedicated team and as a strategic partner to clinics, ensuring that our clients' investment in MYLE and its integrated AI innovations results in real, sustainable, and measurable adoption across all users.
Key Responsibilities:
Adoption Strategy and Governance – MYLE Platform and AI Innovations
Global Adoption Strategy:
Define and lead the adoption strategy for the entire MYLE platform (core clinical and administrative modules) as well as its AI innovations (Scribe AI, AI Document Indexing, AI Virtual Assistant, and future innovations), including adoption, retention, and satisfaction targets.
Success Metrics:
Establish, track, and report key indicators (adoption rates for MYLE and its AI modules, CSAT/NPS, retention rates, churn rates) to executive leadership.
Tools and Playbooks:
Develop onboarding pathways, playbooks, and tracking tools to enable structured adoption, from initial MYLE integration to the rollout of each new AI solution.
Proactive Monitoring and "Health Checks":
Analyze platform usage data to identify drops in MYLE or AI feature adoption, as well as churn risk signals, before they become critical, and design targeted remediation plans.
Customer Experience Excellence and Retention
Change Management:
Support clinics through their digital transition, whether during the initial MYLE implementation, the introduction of new AI features, or major updates.
Critical Escalations:
Act as the escalation point for complex customer situations related to MYLE or AI tool adoption by mobilizing appropriate internal resources.
Targeted Remediation Plans:
Design targeted interventions (training workshops, coaching, workflow optimization) for accounts showing signs of disengagement with MYLE or its AI modules in order to minimize churn.
Ambassadors and Retention:
Develop engagement programs for power users/champions of MYLE and AI solutions within clinics to foster long-term platform adhesion.
Voice of the Customer and Platform Evolution
Strategic Influence:
Synthesize field feedback, pain points, and unmet user needs regarding both MYLE core functions and AI modules to influence the global product roadmap.
Customer Prioritization:
Represent the needs of clinical users in feature prioritization decisions, collaborating closely with Product and Engineering teams.
Cross-Functional Collaboration:
Work closely with Product, Marketing, Implementation, and Support teams to deliver a seamless, cohesive customer experience across the entire MYLE journey, without silos.
Team Leadership and Operational Excellence
Team Management:
Recruit, mentor, and grow a team of specialists dedicated to MYLE and AI solution adoption, sharing best practices in account management and product expertise.
Methodology Optimization:
Establish team processes, tools, and methodologies (follow-up automation, playbook enrichment, diagnostic tools).
Organizational Alignment:
Collaborate with other leaders across the organization to align MYLE and AI innovation adoption goals with MEDFAR’s overall customer success strategy.
Working Conditions
Permanent, full-time position (40 hours per week)
Travel required to meet clients in person
The candidate must possess a car and a valid driver's license
7 to 10 years of relevant experience in customer success, software adoption management, or technology solution deployment, including team management…
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