Technical Services Consultant

About the Role

This client-facing role is an integral part of our Technical Services team, responsible for driving the successful delivery of automation projects from initiation to ongoing support. You will serve as the primary technical point of contact, working directly with clients and collaborating cross-functionally with internal stakeholders to translate business requirements into scalable solutions.

In this role, you will lead the end-to-end project lifecycle—including scoping requirements, facilitating project kick-off calls, designing and configuring solutions, coordinating testing, and managing deployment into production. You will ensure that project timelines and deliverables are met, while maintaining clear communication with clients and internal teams. Post-implementation, you will continue to support clients by troubleshooting issues, optimizing workflows, and maintaining strong relationships to ensure long-term success.

A Day in the Life

• (40%) Acting as the primary technical services resource for medium and large projects. Coordinating with internal departments (sales, product, data engineering, support) on timelines and outstanding action items
  • Assisting clients in developing a mapping process for data from their legacy system to AlayaCare
  • Developing a testing plan, and running sample data to validate mapping accuracy
• (20%) Providing phone based and occasionally on-site strategic and tactical consulting related to AlayaCare projects. Facilitating internal and client meetings, answering questions, and providing recommendations to clients on technical matters including but not limited to data migration, custom reporting requests, API integration (Turn-Key Integrations), flat file integration (e.g. between AlayaCare and the client’s payroll or billing systems) 
  • Gathering and summarizing information on client data requirements and current processes
  • Build, facilitate and deploy turn-key API Integrations
  • Identifying and mitigating potential roadblocks
• (10%) Contributing to, and building upon, best practices and methodologies for technical services including but not limited to: working with the sales, data engineering, and client success teams to develop and maintain accurate effort estimates to be used in the sales and implementation process, working with the data engineering team to continually improve the client experience regarding technical services
• (10%) Acting as a resource to the rest of the client success team regarding technical services best practices. This includes training for the services team, maintenance of training materials, being responsible for the team’s adherence to these best practices, acting as an escalation resource for risk mitigation and issues management 
• (10%) Supporting, evaluating, clarifying, and validating client’s requirements regarding custom Data Exploration (Looker) reports. Acting as a subject matter expert for the client services team in developing custom Data Exploration reports and performing paid data exploration trainings
  • Occasionally building excel reports and macros outside of AlayaCare in order to bridge a client’s need, while the report is being developed in AlayaCare
  • Building Custom SQL Reports to meet client’s requirements as needed (Operation reports)
• (10%) Guiding the client in configuring integrations and acting as a liaison between the relevant engineering teams and the client (Payroll Integrations, Billing Integrations)
  • Supporting the product team in requirements validation for regional/funder/market specific reporting requirements (e.g. HCP, OHRS, US specific overtime billing) 

What you bring to the team

• 2-4 years of related experience in customer facing positions in a SaaS environment
• Bachelor's Degree in Computer Science, Business, Health Sciences, or similar
• Experience in a client-facing technical services, consulting, or implementation role, ideally within SaaS or enterprise software environment
• Strong knowledge of data migration, system integrations (API, flat file, and payroll/billing integrations), and reporting solutions (SQL, Looker, Excel macros)
• Proven ability to manage end-to-end project lifecycles, from scoping and requirements gathering to testing, deployment, and post-implementation support
• Excellent problem-solving skills with the ability to anticipate and mitigate risks, troubleshoot technical issues, and recommend scalable solutions
• Strong communication and facilitation skills, with the ability to translate complex technical concepts into clear language for both technical and non-technical audiences
• Collaborative mindset with experience working cross-functionally with Sales, Product, Engineering, and Client Success teams
• Ability to thrive in a fast-paced, evolving environment, balancing multiple priorities while maintaining attention to detail
• A customer-centric approach, building trust and long-term relationships through reliable delivery and consultative guidance