VITALL is looking to expand its dedicated client support and implementation team with an experienced and strategic Client Support Manager. This is an outstanding opportunity for you to become a core contributor to the health technology industry, play a meaningful role in the lives of patients, and advance the foundation of world‐class client support operations from the ground up.The Client Support Manager is responsible for leading and continuously improving our client support and implementation programs. This role owns the end‐to‐end client experience strategy, manages the support and implementation team, and ensures clients receive exceptional service throughout their journey with VITALL. As a foundational leader, you will contribute to the processes, workflows, and documentation that enable the team to deliver consistent, high‐quality experiences while scaling with our growth.We are seeking a strategic operator who combines operational excellence with strong leadership abilities. You will develop and maintain scalable support and implementation processes in a clinical setting, create documentation and workflows, establish service level agreements, and define the metrics that measure success. You'll lead and mentor the support and implementation team, fostering a collaborative team culture while serving as the voice of the client within VITALL.You're a natural leader who builds trust easily and empowers others to succeed. You have a track record of creating something from the ground up—establishing processes where none existed and scaling teams effectively. You're equally comfortable rolling up your sleeves to handle client escalations as you are thinking strategically about program improvements. You're data-driven but never lose sight of the human element, and you understand that exceptional client support in healthcare requires both operational rigor and genuine empathy. You thrive in a startup environment where you can make a direct impact and aren't afraid to iterate and improve as you learn.ResponsibilitiesBuild and maintain scalable support and implementation processes, including workflows, documentation, playbooks, and best practices that enable consistent client experiencesEstablish quality standards, and performance metrics to measure team effectiveness and client satisfaction that align with our service level agreementsRecruit, train, and mentor the support and implementation team, conducting regular one‐on‐ones and performance reviewsCreate a collaborative team culture and ensure team members have the resources, training, and knowledge needed to succeed in their rolesDevelop and maintain comprehensive documentation including standard operating procedures, knowledge base articles, client‐facing resources, and internal training materialsAnalyze support trends, client feedback,



and implementation data to identify opportunities for product improvements, process enhancements, and proactive support initiativesServe as the voice of the client internally, collaborating with product, development, and leadership teams to drive continuous improvement and advocate for client needsHandle escalations and complex client issues, stepping in to resolve critical situations and ensure appropriate attention and resolutionMaintain relationships with key accounts and oversee smooth transitions between implementation and ongoing support phasesDevelop onboarding and training programs for new team members to ensure consistent knowledge transfer and ramp‐upCreate and monitor KPIs including client satisfaction scores, response times, resolution rates, implementation timelines, and adoption metricsEstablish feedback loops to continuously improve the onboarding and support experience based on client input and team insightsManage team capacity planning and workload distribution to ensure efficient operations as client volume growsBuild cross‐functional relationships with sales, product, and technical teams to ensure seamless client experiencesStay current on healthcare technology trends, compliance requirements, and industry best practices to inform program developmentMaintain strict confidentiality of records, client information, and company informationEnsure ongoing compliance with quality and industry regulatory requirementsParticipate in regular privacy and security trainingAdherence to company policies, following all privacy and security protocolsOther job‐related duties may be assigned as requiredQualificationsRequired:5+ years of experience in client success, support, or implementation roles within healthcare technology or SaaS companies2+ years in a leadership or management capacity, with demonstrated experience building or scaling support programs and teamsProven track record of establishing processes, workflows, and documentationStrong understanding of healthcare workflows, clinical environments, and healthcare compliance requirementsExperience developing training programs and enabling team members to succeedExcellent leadership and coaching abilities with a focus on team development and empowermentOutstanding communication skills and ability to interface effectively with clients, team members, and executivesData‐driven approach to problem‐solving with experience establishing and tracking KPIsExperience with support tools, CRM systems (such as Salesforce or HubSpot),



and ticketing platformsAbility to balance strategic thinking with hands‐on execution in a fast‐paced environmentStrong project management skills and ability to manage multiple priorities simultaneouslyDemonstrated ability to work independently and make sound decisions with minimal oversightExceptional organizational skills and meticulous attention to detailPreferred:Clinical background (RN, RPN, or related healthcare experience) or extensive work in clinical settingsExperience with healthcare software implementations or EHR/EMR systemsFamiliarity with cardiology workflows or cardiovascular care deliveryProject management experienceExperience in startup or high‐growth environmentsKnowledge of healthcare compliance standardsBilingual language skills (French)Experience with remote team management and distributed workforce coordinationBackground in process improvement methodologies (Lean, Six Sigma, Agile)Previous experience building customer success or support functions from early stagesWhat sets you apartBuilder mentality with proven ability to create structure, processes, and programs from scratchStrategic thinker who can see the big picture while managing day‐to‐day operationsNatural coach and mentor who develops talent and builds high‐performing teamsAnalytical mindset with strong instincts for identifying patterns and driving data‐informed decisionsResilient and adaptable, thriving in ambiguity and startup environmentsExceptional written and verbal communication skills with ability to influence across all levelsGenuine passion for client success and improving patient care outcomesPrevious startup experience is a strong assetTrustworthy, organized, and committed to excellenceSuccess in This Role Looks LikeHigh client satisfaction and retention rates across all implementation and support phasesA well‐trained, engaged team that consistently meets or exceeds performance targetsClear, documented processes and playbooks that enable efficient onboarding and support at scaleProactive identification and resolution of systemic issues before they impact multiple clientsStrong cross‐functional relationships that effectively advocate for client needsSmooth handoffs between implementation and ongoing support with minimal client frictionMeasurable improvements in key metrics such as time‐to‐value, implementation timelines, and support resolution timesTeam members who feel supported, empowered, and clear on their role in client successAbout VITALLVITALL is a digital health platform that connects patients, caregivers, and practitioners with meaningful health information. Through integrated applications and services, VITALL enables remote care management, provides health journey insights, and consolidates medical records and real‐time health data in one place — improving care when and where it matters.

📌 Client Support Manager (Ottawa)
🏢 VITALL
📍 Ottawa