Clinical Implementation Lead (CSM2601)

Location: Toronto, ON

Type: Full time, In-office

Vacancy: Existing

Start date: Immediately

Experience: 4+ years; primary background in Customer Success, Account Management or Professional Services, with at least 3 years in a leadership, project management or managerial role. Preference for candidates with experience within the healthcare tech industry.

Education: Minimum post-secondary degree/diploma in Business, Healthcare Administration, or a related field.

Note- Applications will be reviewed on a rolling basis, you are encouraged to apply early.

About Able Innovations

Able Innovations Inc. is a Toronto-based, Canadian-owned company revolutionizing healthcare with intelligent robotics. Since 2018, we have been designing, manufacturing and delivering advanced robotic solutions to acute care hospitals across North America. Our flagship product, the ALTA Platform®, is a one-of-a-kind patient transfer solution that addresses critical challenges in hospital workflows, thereby minimizing staff injuries and enhancing patient dignity through safe and seamless automation.

About the position:

The Clinical Implementation Lead will be a strategic leader responsible for ensuring the successful implementation, adoption and overall satisfaction of our ALTA Platform within healthcare facilities. This role involves leading a team of Clinical Implementation Specialists, driving operational excellence, fostering key stakeholder relationships and serving as a critical bridge between customer needs and product development.

This role is based in Toronto, ON, with frequent local and regional travel to healthcare facilities within Canada and the USA.

Responsibilities:

• Develop and continuously refine the standardized implementation methodology for deploying the ALTA Platform across diverse healthcare environments.
• Design and oversee strategies to maximize device utilization and adoption post-implementation, ensuring clinical workflow integration and measurable value for the customer.
• Prepare and deliver regular updates on customer success performance, adoption metrics and key strategic initiatives to the executive leadership team.
• Oversee the creation, maintenance and quality control of all customer-facing and internal documentation related to device implementation, best practices and troubleshooting.
• Ensure all customer interactions, implementation progress and success metrics are accurately logged and maintained within the CRM.
• Develop and maintain a robust knowledge base (e.g., playbooks, training materials) to support team operations and customer self-service.
• Act as an escalation point for complex customer issues, ensuring swift resolution and maintaining high levels of customer trust.
• Serve as the primary liaison with the product development team, participating in regular alignment meetings.
• Communicate customer feedback, needs and implementation challenges to the product development team to inform the product roadmap and development priorities.
• Lead, mentor, and manage a team of Implementation Specialists responsible for the deployment and post-implementation success of the med-tech device.
• Manage team scheduling and resource allocation to ensure efficient, timely and high-quality implementation across all customer accounts.
• Develop and execute onboarding, training, and ongoing professional development programs for the Customer Success team.
• Define and track key performance indicators (KPIs) and objectives (e.g., implementation time, adoption rates, customer satisfaction scores) to measure team and device success.
• Conduct regular one-on-one meetings and performance reviews to foster a high-performing and engaged team culture.

You will be successful if you are:

• Passionate about healthcare technology and innovation.
• Resourceful, organized, and thrive in fast-paced environments.
• Experienced in clinical education, implementation, or client support in healthcare settings.

Minimum Requirements:

• Minimum post-secondary degree/diploma in Business, Healthcare Administration, or a related field.
• Minimum of 4 years of experience in Customer Success, Account Management, or Professional Services, with at least 3 years in a leadership or managerial role. Preference for candidates with experience within the healthcare tech industry.
• Experience with clinical workflows and an understanding of the North American healthcare system.
• Excellent customer service skills, with the ability to engage effectively across various skill levels.
• Proven experience managing teams responsible for implementing complex technical products, preferably within the healthcare or med-tech sector.
• Exceptional organizational, communication, and interpersonal skills, with the ability to manage complex stakeholder relationships at all organizational levels.
• Exceptional oral and written communication skills.
• Professional and empathetic approach when engaging with clients.
• Ability to travel extensively within Canada and USA, with flexible scheduling to accommodate business needs.
• Strong training and instructive capabilities for guiding customers and employees on product usage.
• Demonstrated ability to drive product adoption and influence change management within enterprise settings.
• Familiarity with medical terminology and experience in clinical settings is strongly preferred.
• In possession of a valid G2 / G drivers' license.
• Bonus: Prior experience as a Registered Nurse or in people relationships within healthcare facilities is ideal!

Application Requirements:

Please submit your resume and cover letter as a PDF document with the naming format "CSM2601_Firstname_Lastname". Please also include any relevant projects/portfolios.

Equal-Opportunity Employer Statement:

Able Innovations is proud to be an equal-opportunity employer. We embrace diversity and are committed to creating an equitable and inclusive workplace. All aspects of employment are decided based on qualifications, merit, and business need. We do not discriminate on the basis of race, colour, religion, ethnic origin, marital status, age, place of origin, age, ancestry, physical or mental disability, creed, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, citizenship, record of offenses, veteran status or any other status protected under federal, provincial, or local law.

Hiring Transparency & AI Disclosure:

At Able Innovations, we prioritize a fair and transparent recruitment process. While we use application Q&A to verify basic qualifications, we do not use artificial intelligence (AI) to screen, assess, or select applicants; every application is personally reviewed by a member of our hiring team. During interviews, we may use an automated notetaker to ensure accuracy and we will always ask for your explicit consent before using this tool. Its use is strictly for documentation, not assessment. All final decisions regarding interviews and hiring are made by a human team member.