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  • 2 weeks ago

jobs description

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining, transportation, and heavy industry in general. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models and machine learning/AI to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness for the shift ahead i.e. fatigue as measured by our ReadiScore. Our solutions enable organizations to optimize impairment assessments and operational effectiveness, mitigate fatigue risk, and help workers stay safe. With proven impact, return on investment, and significant and growing traction in mining, trucking and heavy industry in general, Fatigue Science serves cutting-edge organizations who understand the importance of sleep and fatigue impairment risk as well as the value of data-driven, proactive decision-making using AI/Machine... Learning.

Reporting directly to our Director, Implementation Customer Success and Professional Services, this role is ideally suited for a customer focused individual experienced in building relationships with global customers and driving adoption of technology in industrial operations. The ideal candidate will possess strong Customer Success Management (CSM) skills with expertise in onboarding/implementation, project management, change management, and workflow/process management.

Responsibilities
• Lead the onboarding and implementation process for new clients, ensuring a seamless transition to our SaaS platform and gaining a detailed understanding of our customer’s workflows to enable effective high customer adoption
• Act as the primary point of contact for clients, building strong relationships and serving as a trusted advisor
• Maintain a high level of product knowledge to effectively address client inquiries and be proactive in understanding our customer and tailoring our implementation accordingly
• Provide project management expertise, guiding clients through successful software implementations
• Implement change management strategies to support clients in adapting to new processes and workflows
• Collaborate with cross-functional teams to address client needs and ensure customer satisfaction
• Monitor and analyze customer usage data to identify opportunities for improvement and optimization
• Conduct regular check-ins with clients to assess their satisfaction, address concerns, and identify opportunities for upselling or cross-selling
• Deliver training programs to enhance client proficiency and utilization of our software

Required Skills
• Bachelor’s Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
• Experience in delivering enterprise SaaS solutions for example ERP/CRM/SCM solutions
• Experience managing at least one full lifecycle implementations of SAAS based information systems
• Experience working in a professional services organization
• Strong background in onboarding/implementation, project management, change management, and workflow/process management
• Excellent organization, communication, presentation, training, customer relationship and analytical skills
• Highly motivated, self-starter with the ability to work within an operating framework
• Customer service-oriented attitude and excellent interpersonal skills
• Demonstrated ability to be highly effective in a virtual team organization
• Good time management, well-organized, consistently meets commitments and creates high-level deliverables
• Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
• Ability to travel multiple times throughout a given year

Additional Preferred Skills & Considerations
• Ability to speak Spanish is desirable but not required
• Preference for candidates based in Vancouver but not required
• Experience working with a multicultural and/or multilingual team across several time zones
• Experience “turning around” projects that initially had significant delivery or technical issues
• Demonstrated pre-sales ability
• Experience working or participating in Organizational Change Management process or projects

Perks
• Competitive salary and incentives
• 3 weeks paid vacation
• Health spend & lifestyle account
• Company parties, traditions & team building events
• Extended benefits package
• Permanent, full-time position
• Hybrid work environment

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

Salary Range: CAD $70,000 - $90,000

Thank you for your interest in Fatigue Science
Vancouver BC

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