Bilingual Implementation Project Lead (French)

Bilingual Implementation Project LeadAbout usMesh Scheduling Inc. (creator of Mesh AI) is a clinician-centered startup aiming to solvework-life conflicts through innovation and open-minded solutions. Mesh AI is the first"clinician-first" scheduling tool, transforming healthcare staff scheduling with a collaborative,affordable, and easy-to-use approach that reduces time, cost, and errors while enhancingoutcomes for patients and providersAbout the roleMesh AI is seeking an experienced Bilingual Customer Service professional with projectmanagement experience. This role is essential in ensuring seamless customer onboarding bymanaging the entire implementation process, from planning through support, as well asoverseeing light-managed service accounts. In this role, you will make a significant impact byensuring each implementation meets quality and timeline expectations, directly influencingcustomer satisfaction and retention through a combination of technical setup, strategic planning,and cross-functional coordination. You will enable our customers to see the full potential of oursolution early on, laying the foundation for long-term success and deeper engagement.This is a unique chance for you to make a direct impact, work cross-functionally, and shape aseamless onboarding experience for clients. If youre looking to lead meaningful change and bea key player in our growth, this role is for you!Responsibilities? Communicate effectively with customers and leads to understand their needs to manageand plan the entire implementation process from sales to support.? Manage overall relationship with customers, focusing on onboarding, adoption, andsatisfaction throughout their journey.? Implement foundational components of an account setup, including rosters, templates,and organizational/group/team structures, in collaboration with and with approval fromImplementation Engineers.? Manage special accounts in light-managed service plans, providing tailored support toensure customer satisfaction and effective, timely management.? Support the Customer Success team by handling lead and user communications,ensuring day-to-day activities run smoothly.? Investigate problems to identify root causes and resolve issues creatively and efficiently.? Deliver product demonstrations at different stages of the customer journey.? Coordinate with internal teams and external stakeholders to align expectations, ensuringhigh-quality implementation and timely launch.? Continuously improve implementation processes based on client feedback and industrybest practices.Skills & Qualifications? Experience: You have at least 3 years of experience in customer support, ideally withina SaaS company, or equivalent experience in implementation, demonstrating a strongability to meet customer needs effectively? Project Management: You possess strong project management skills, coordinatingtasks and timelines to ensure successful implementations, e.g., coordinate theonboarding process for several customers at once, prioritizing tasks to ensure eachproject is completed on time.? Communication Skills: You excel in verbal and written communication in English, andFrench, engaging effectively with customers and internal teams.? Problem-Solving: You are skilled in problem-solving, able to identify root causes anddevelop creative solutions to challenges, e.g., diagnosing configuration errors during theinitial stage of software setup.? Relationship Management: You build and maintain trusting relationships withcustomers, ensuring a high level of satisfaction throughout their journey. e.g., beingproactive in addressing potential issues before they escalate.? Technical Tool Knowledge: You are familiar with software platforms and tools used incustomer support and project management. e.g., ClickUp, Trello, etc.? Collaboration: You have experience with collaborating cross-functionally with internalteams, like product and engineering, to enhance user experience and drive adoption.? Adaptability: You demonstrate adaptability by quickly learning new processes andtechnologies in a dynamic environment. e.g., mastering a new time tracking tool within ashort timeframe to enhance process management.Within 3 months you will..? Be Familiar with the company and its products to effectively address customer needsand ensure a seamless experience throughout the implementation process.? Be Proficient in project management tools used by the company.? Gain a comprehensive understanding of the customer journey, from sales to support andfull launch.? Identify any gaps in the process and suggest or implement effective fixes.? Manage at least two accounts through the customer journey, from sales to theimplementation of foundational components of an account setup.? Hold customer meetings to provide updates and resolve implementation challenges? Collaborate effectively with team members to ensure success in the implementationprocess.Success in this role? Timely and Efficient Implementations: Successfully meet or exceed establishedtimelines for implementation, ensuring that projects are delivered on schedule.? High-Quality Outcomes: Deliver high-quality implementations that meet customerrequirements and expectations, contributing to overall satisfaction.? Customer Satisfaction: Achieve positive customer feedback demonstrating the abilityto address customer needs effectively throughout the implementation process.Why join us? If you thrive on energy and momentum, you'll love our dynamic workplace that keepsyou engaged and challenged.? Accelerate your professional journey with opportunities to learn and advance as wescale our operations.? Be part of a mission-driven team transforming healthcare scheduling. Our co-founderslife-altering, near-death experience due to scheduling errors is what drives ourcommitment to change. Click here to read the story.? Your work will play a crucial role in preventing future healthcare errors, ensuring betteroutcomes for patients and clinicians alike.? Enjoy the freedom and flexibility of remote work, empowering you to balance your careerand personal life while contributing to an impactful mission.Our core valuesRespect: We care and respect others and our planet as a wholeIntegrity: We are honest and apply radical candor with compassionGrowth: We are results-driven and detail-orientedEfficiency: We are resourceful and lean and minimize wastesCommunication: We make no assumptions and communicate clearly at all timesOur targeted attributesThe company uses a systematic and standard score-card approach towards hiring thatmeasures against the required skills and attributes of each position that includes MESHScheduling Inc.s A.G.I.L.E. CARE set of attributes:? Adaptability and Flexibility? Growth Mindset? Integrity and Honesty? Lean Operator and Resourceful? Empathic Communicator? Clinician-Focused and Caring for Healthcare? Altruistic Team Player? Responsible? EffectiveIt is the policy of Mesh AI to ensure equal employment opportunity without discrimination orharassment on the basis of race, religion, national origin, status, age, sex, sexual orientation,gender identity or expression, marital or domestic/civil partnership status, disability, veteranstatus, genetic information, or any other basis protected by law. Mesh AI welcomes andencourages applications from people with disabilities.