PolicyMedical is at the forefront of life-saving healthcare software and is heavily connected to the Valley, and to the Canadian and American healthcare ecosystems.

We’re growing rapidly, and are adding a new member to our senior team.

You’re a leader who has cut your teeth in the discipline of customer success. You have practical, front-line experience and you stay on the cutting edge of an emerging, essential discipline.

Now you’re ready to direct a Client Success function and team, to create success for yourself and the company, and to be part of a high-growth start-up senior team.

If that sounds like you, you might be our next hire.

 

Director of Client Success

Your goal in this position will be to design and execute strategic initiatives that will increase the overall quality and capacity of our Client Success department. In addition to bringing expert leadership to our team, you will provide direction and vision for the future of Client Success.

You’ll delve deeply into the challenges our department faces, and make recommendations to our senior management and Board of Directors on how to address those challenges. That might include everything from optimizing our current pool of talent to evaluating and overhauling our ticket system, to consolidating and streamlining our software and delivery process.

Client satisfaction is the heart of our success, so you’ll need to pay close attention to client feedback, and implement working solutions for problems both new and old. You will be the eyes and ears of your whole department: observing, communicating, and correcting every hiccough in the client care process. Your work will ensure that no client ever slips through the cracks.

You’ll succeed in this role if you have the following skills:

  • Leadership – you not only direct staff expertly, but inspire them to work alongside you. You gain the trust and respect of your team by modeling the qualities you want to see in them.
  • Project Management – you know how to organize your time and the time of others. You can execute complex programs related to Client Success to get results.
  • Performance Management and Analysis – you have a knack for finding problems, both big and small and come up with creative solutions that work. You know how to use key metrics and performance indicators to ensure a high level of customer satisfaction.
  • Mentorship – you’re adept at finding areas for staff improvement and can develop training programs that support both internal and customer needs.

 

The Details

This is a full-time permanent position, with a salary range of $130,000 – $150,000/year, commensurate with qualifications and experience. We also include a comprehensive benefits plan, and 5 weeks paid time off.

This position will require frequent travel (1-2 times/month), so the willingness and ability to travel within Canada and the US is essential.

 

Working at PolicyMedical

There are many reasons why you’ll love working at PolicyMedical, but two things will probably stand out: autonomy and empowerment. The people we hire are smart and innovative and we don’t smother them with micro management.

We’re a small and nimble innovator in an industry that is undergoing substantial change and growth. We can promise you’ll learn a ton, and see the difference you make with your work.

We’re located in the tech corridor of Richmond Hill, and have a gorgeous space with a modern start-up feel. We believe work shouldn’t be done sitting down all the time, so we have an open concept office with multiple meeting rooms to let the creativity flow. We know that sometimes you need to let off a little steam so we encourage a mix of work and play in the office, and if you want to work from home sometimes, we’re down with that too. Want to know more? Just hit this link!

Overall, we don’t want you to think of this as a job, we want you to think of this as a career – a place to build your future. When we find great talent, we hang on to it.

 

Qualifications

  • 10+ years experience working in a senior client/customer success role
  • Experience in working in the SaaS or VAR industry
  • Experience working in a B2B sales role would be an asset
  • Experience building and implementing staff mentoring and training programs
  • Experience with CRM software, preferably Salesforce
  • Strong computer skills, including MS Office, and ability to learn technical aspects of our software/services
  • Experience/Knowledge of Freshdesk or other ticketing software
  • A valid passport, and ability to travel throughout Canada and the US
  • Post-secondary degree related to business, business administration, or similar

 

How to Apply

Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you’ll receive an email inviting you to log in and view your assessment results.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the “Help” button in the application.

We will review applications as they are received and look forward to hearing from you.

PolicyMedical is at the forefront of life-saving healthcare software and is heavily connected to the Valley, and to the Canadian and American healthcare ecosystems.

We’re growing rapidly, and are adding a new member to our team.

You’re a problem solver who has excelled in both software engineering and customer service. You employ a practical, systematic approach to glitches and snags, and you stay on the cutting edge of an emerging, essential field.

If that sounds like you, you might be our next hire.

 

Application Support Analyst

Your purpose in this position is to bridge our support and engineering teams by talking to customers, diagnosing issues and bugs, and then coding the fixes in our software. We want our core product engineering team to work on major new releases, so you’ll make sure existing software is optimized and bug-free while keeping customers happy with quick resolutions of technical issues.

Because the key to this position is to resolve customer issues, you’ll be reporting to our Director of Client Success, and work within our client success team. On a day-to-day basis you will:

  • Interact with clients to provide technical support in response to inquiries and issues
  • Act as liaison between the client success team and engineering team
  • Plan and code new features/modules for existing software
  • Re-use and create new components for existing software
  • Execute new releases and code deployment
  • Troubleshoot technical issues related to older or current versions of the product
  • Interact with client’s IT departments to configure and establish VPN site-to-site connection

 

Our Tech Stack

  • Web developer frameworks: Groovy & Grails, GORM, Spring Security, Spring Source IDE, MVC, JSP, Tomcat, BIRT reports
  • Back-end development: JavaEE, Hibernate, JDBC, Design patterns
  • Modeling & Architecture: UML, Database Design
  • Web development technologies: HTML, CSS, JavaScript, JQuery, ExtJS
  • Testing & Build Automation: JUnit, JMeter, Jenkins, Maven
  • Database development: Modeling, SQL Server, MySql Server, SQL Tuning techniques
  • OS/Network & Authentication: Linux, VPN configuration, MS Active Directory
  • Control Version & OS: SVN, Linux, Windows

Of these, you’ll be working with Java a ton, so it is essential that you are well versed in it.

 

The Details

This is a full-time permanent position, with a salary range of $60,000 – $70,000/year, commensurate with qualifications and experience. We also include a comprehensive benefits plan and paid vacation.

 

Working at PolicyMedical

There are many reasons why you’ll love working at PolicyMedical, but two things will probably stand out: autonomy and empowerment. The people we hire are smart and innovative and we don’t smother them with micro management.

We’re a small and nimble innovator in an industry that is undergoing substantial change and growth. We can promise you’ll learn a ton, and see the difference you make with your work.

We’re located in the tech corridor of Richmond Hill, and have a gorgeous space with a modern start-up feel. We believe work shouldn’t be done sitting down all the time, so we have an open concept office with multiple meeting rooms to let the creativity flow. We know that sometimes you need to let off a little steam so we encourage a mix of work and play in the office, and if you want to work from home sometimes, we’re down with that too. Want to know more? Just hit this link!

 

Overall, we don’t want you to think of this as a job, we want you to think of this as a career – a place to build your future. When we find great talent, we hang on to it.

 

Qualifications

  • Must have experience in software engineering in a client facing role
  • Experience working in a SaaS company is a strong asset
  • Degree in Computer Science, Software Engineering/Development or related
  • Must be familiar with all our programs and software, or similar (listed above)
  • Must be proficient working with Java

 

How to Apply

Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits, and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you’ll receive an email inviting you to log in and view your assessment results.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the “Help” button in the application.

We will review applications as they are received and look forward to hearing from you.

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