Customer Implementation Specialist

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 200+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.  

We’re looking for our next Customer Implementation Specialist to develop and implement best practices to drive optimized business outcomes for the customer throughout the implementation project.  

A day in the life as a Customer Implementation Specialist: 

• Set up customers for immediate success – Facilitate the implementation process for new accounts, educate new customers, solve technical problems during implementation, and ensure the smooth adoption of our products and services. 

• Maintain customer communication channels – Document customer implementation needs, requests, and questions in internal systems, and communicate salient information to customers and key stakeholders as needed, including account setup requirements and expectations.  

• Ensure customers receive superior service – Develop and strengthen relationships with both new and existing customer stakeholders by creating, delivering, monitoring, and updating user training plans based on their needs, including on-site training. 

• Deliver top-notch training – Educate customers on MealSuite’s toolkit, capabilities, and best practices to simplify adoption and align expectations and provide detailed account walkthroughs throughout the implementation process. 

• Collaborate cross-functionally - Collaborate with Sales, Finance, Operations, and Engineering teams to ensure successful software implementations throughout the project lifecycle, and collaborate with Sales, Customer Success Managers, and Support to smoothly transition customer accounts after implementation is complete.   

• Develop process improvements – Leverage feedback for continuous improvement to the onboarding process.   

A day in the life as a Customer Implementation Specialist: 

• Set up customers for immediate success – Facilitate the implementation process for new accounts, educate new customers, solve technical problems during implementation, and ensure the smooth adoption of our products and services. 

• Maintain customer communication channels – Document customer implementation needs, requests, and questions in internal systems, and communicate salient information to customers and key stakeholders as needed, including account setup requirements and expectations.  

• Ensure customers receive superior service – Develop and strengthen relationships with both new and existing customer stakeholders by creating, delivering, monitoring, and updating user training plans based on their needs, including on-site training. 

• Deliver top-notch training – Educate customers on MealSuite’s toolkit, capabilities, and best practices to simplify adoption and align expectations and provide detailed account walkthroughs throughout the implementation process. 

• Collaborate cross-functionally - Collaborate with Sales, Finance, Operations, and Engineering teams to ensure successful software implementations throughout the project lifecycle, and collaborate with Sales, Customer Success Managers, and Support to smoothly transition customer accounts after implementation is complete.   

• Develop process improvements – Leverage feedback for continuous improvement to the onboarding process.   

If the below describes your knowledge, experience and character, then this role could be for you:   

• I have prior experience with project management or customer implementation with a highly complex SaaS product.  

• I have ideally worked within the healthcare SaaS industry, with enterprise-level long-term care dietary clients, or with high-end continuing care retirement communities. 

• I am proficient in Microsoft Office Suite or related software 

• I have a desire to work in a fast-paced, growth-oriented environment  

• I possess effective and professional