MealSuite

Implementation Specialist

• Be the training & configuration expert – create, deliver, monitor, and update user training plans based on customer needs, oversee training for customer-guided and live accounts, and own/assist with setups and configuration of Connect, Touch and POS modules as needed
• Collaborate cross-functionally – work closely with Implementation Coordinators and Enterprise Implementation Managers for project training needs and with Sales and Support to transition customer accounts after implementation is complete
• Communicate with stakeholders – clearly communicate account configuration requirements and expectations and ensure customers receive superior service through the development and strengthening of relationships
• Assist with troubleshooting – work with new and existing customers to troubleshoot workflow issues and guide them to adopt system best practices
• Champion our product – educate customers on MealSuite’s toolkit, capabilities, and best practices to simplify adoption and align expectations, and leverage feedback for continuous improvement to the implementation process

Customer Implementation Trainer, Bilingual

• Be the training & configuration expert – create, deliver, monitor, and update user training plans based on customer needs, oversee training for customer-guided and live accounts, and own/assist with setups and configuration of Connect, Touch and POS modules as needed.
• Collaborate cross-functionally – work closely with Implementation Coordinators and Enterprise Implementation Managers for project training needs and with Sales and Support to transition customer accounts after implementation is complete.
• Communicate with stakeholders – clearly communicate account configuration requirements and expectations and ensure customers receive superior service through the development and strengthening of relationships.
• Assist with troubleshooting – work with new and existing customers to troubleshoot workflow issues and guide them to adopt system best practices.
• Champion our product – educate customers on MealSuite’s toolkit, capabilities, and best practices to simplify adoption and align expectations, and leverage feedback for continuous improvement to the implementation process.

Customer Implementation Trainer

Customer Support

• Serve as the primary point of contact for Australian customers, managing support inquiries across email, chat, and video while maintaining strong CSAT and response times
• Lead end-to-end implementations, including project scoping, configuration guidance, onboarding, and go-live readiness
• Own customer success outcomes by managing account health, driving product adoption, and ensuring retention across your portfolio
• Build strong relationships with customer stakeholders through regular check-ins and business reviews, identifying risks and growth opportunities
• Partner with global CX, Product, and Engineering teams to troubleshoot issues, escalate trends, and improve overall experience
• Adapt global playbooks for the Australian market and document new processes to support scale
• Represent the voice of Australian customers internally, advocating for market-specific needs and influencing product and CX strategy
• Help define and build the future CX team structure in Australia as the business grows

Customer Experience Lead

Digital Marketing

• Support the scheduling, setup, and testing of email campaigns, as well as assisting with quality assurance such as link checking, formatting reviews, and audience verification.
• Support content SEO initiatives by auditing website images, drafting descriptive alt text, and maintaining image metadata to improve accessibility and organic search performance.
• Support the creative content manager by drafting, editing and preparing long-form content for publication, including blog posts, customer stories and thought leadership pieces.
• Assist with customer communication content, creative briefs and scheduling social media posts.
• Assist in developing and documenting processes for collecting customer feedback, referrals, and advocacy content.
• Support the execution of Account-Based Marketing (ABM) campaigns, including email marketing, direct mail and gifting initiatives, while assisting as needed with sourcing materials and hardware, coordinating mailer logistics and shipment tracking, assembling Canadian mailers, and preparing materials for on-site events and shows.
• Own a project to audit, organize, and improve our marketing content and customer evidence repository in Guru, making it easier for teams across the business to discover and leverage existing assets. (approximately 4 months to complete)
• Partner with the Digital Marketing Manager and Creative Content Manager to launch industry-specific prospect email campaigns, including content research, audience segmentation, campaign setup, and the creation of a documented process to enable ongoing execution by future team members. (approximately 4 months to complete)

Co-Op Student – Digital Marketing, Content Operations

Director

• Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration.
• Serve as the primary CX liaison to the company’s Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org.
• Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows.
• Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively.
• Track, measure, and report on AI program ROI across CX.
• Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM, ensuring alignment on goals, timelines, and ownership.
• Facilitate the operating rhythm of the CX leadership team: QBRs, team offsites, cross-team prioritization, and initiative tracking.
• Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them.
• Serve as the VP of CX’s trusted operator for programs that require sustained, cross-team coordination.
• Partner with CX Ops leadership to ensure operational infrastructure; tooling, data, workflows, to support the growing demands of the organization.
• Drive AI enablement strategy ensuring every CX team member has the training, playbooks, tools, and knowledge to perform at the highest level.
• Own CX-wide tooling strategy in partnership with CX leadership; evaluating, implementing, and optimizing the CX tech stack.
• Build and maintain CX program scorecards tracking KPIs across all sub-teams.
• Synthesize insights from across the org to surface patterns, risks, and opportunities to CX leadership.
• Drive annual and quarterly planning processes for the CX organization.

Director, CX Programs

• Lead, coach, and grow a team of Integration Specialists and a Program Manager, setting clear expectations, development goals, and performance standards
• Build team capacity to handle an expanding integration portfolio across LTC, assisted living, and acute care environments
• Foster a culture of technical excellence, accountability, and customer-centricity within the Integrations team
• Establish career development pathways and succession planning for team members
• Own MealSuite’s integrations go-to-market strategy, including market positioning, messaging frameworks, and sales enablement
• Serve as the primary integrations subject matter expert in prospect conversations, RFP responses, industry events, and partner discussions
• Develop integration-specific collateral — solution sheets, competitive comparisons, and objection-handling guides — in collaboration with Marketing and Sales
• Partner with Revenue leadership to embed integration strategy into sales plays, partner programs, and expansion motions
• Leverage AI in messaging and tooling to support the GTM motion
• Bridge Engineering, CX (Support, Implementation, CSM, CX Ops), and Revenue teams to ensure alignment across the integration lifecycle
• Maintain visibility into the full integration pipeline, proactively surfacing risks or gaps to relevant stakeholders
• Contribute integration-specific insight to key customer QBRs, strategic account reviews, and executive conversations
• Translate integration feedback from CX and field teams into actionable inputs for the product and engineering roadmap
• Serve as the primary business-side liaison to Engineering, ensuring integration priorities are clearly defined, resourced, and executed
• Translate customer and market requirements into structured technical briefs, scoping documents, and acceptance criteria
• Facilitate regular cross-functional syncs between Integrations, Engineering, and CX to review pipelines, resolve blockers, and align on delivery timelines
• Represent the customer and field perspective in technical design discussions, ensuring solutions are implementation-ready and supportable post-launch
• Partner with Engineering to evaluate AI tooling that accelerates integration delivery and data health monitoring
• Oversee end-to-end delivery of new EMR partnerships and data provider integrations across all MealSuite segments
• Manage relationships with integration partners — including EMR vendors, HL7/API partners, and third-party data providers — ensuring commitments are met on both sides
• Define and maintain documentation standards: technical specifications, onboarding guides, testing protocols, and go-live checklists
• Monitor integration health across the installed base and proactively address issues before escalation, leveraging AI-assisted monitoring where possible
• Establish standards and governance models for how integrations are scoped, contracted, tested, launched, and supported at scale
• Build and maintain an integration knowledge base for internal teams covering supported integrations, partner capabilities, known limitations, and escalation paths
• Develop enablement programs for Implementation, CSM, and Sales teams to improve integration literacy across the organization
• Track the competitive and regulatory landscape (HL7 v2, FHIR, etc.) and ensure MealSuite stays ahead of market shifts
• Champion an AI-forward approach to integration delivery, evaluating how AI can elevate velocity and operational effectiveness.

Director, Integration Strategy

SDET

• Execute manual testing (exploratory, functional, regression) and manage defects through resolution
• Design, build, and maintain automated test suites (Playwright), progressively replacing manual regression
• Define and evolve test strategy, quality gates, and CI/CD integration
• Collaborate closely with engineering and product teams on requirements, acceptance criteria, and test planning
• Identify risks early and ensure quality is embedded throughout the development lifecycle
• Mentor team members on automation and QA best practices, helping uplift overall capability
• Partner with QA Lead to drive transition toward automation-first testing practices

Senior QA Automation Engineer

Account Manager

• Own upsell and cross-sell opportunities across existing customers.
• Identify growth opportunities based on customer needs and product usage.
• Conduct business reviews and support account growth planning.
• Maintain accurate pipeline, forecasting, and CRM data in Salesforce.
• Collaborate with Customer Success and internal teams to execute expansion opportunities.
• Build strong relationships with customer stakeholders.

Associate Account Manager

Customer Success Manager

• Own Customer Relationships – Provide overall relationship management to a portfolio of customers through regularly scheduled touchpoints with key stakeholders, actively managing customer lifetime value across a large and diverse assigned customer base.
• Drive Strategic Success Planning – Develop and manage customer success plans that articulate goals, measurement criteria, obstacles, and risks, including the drivers of product retention. Coordinate and conduct regularly scheduled business reviews leveraging the Value Realization framework.
• Be a Trusted Advisor – Develop a consultative relationship with each customer, working in conjunction with other MealSuite teams and SMEs to provide solution planning and execution. Mentor customers on best practices and serve as the point person for training needs.
• Proactively Manage Account Health – Proactively connect with customers to assess account health, identify future needs and growth opportunities, surface red flags and risks, and escalate appropriately to internal stakeholders.
• Support Growth & Expansion – Partner with your counterpart in Sales (Account Management) to identify Customer Success Qualified Leads (CSQLs) for expansion, and collaborate on the best approach to manage those opportunities.
• Lead Onboarding Transitions – Serve as a key stakeholder during the Implementation phase and facilitate a seamless transition from Onboarding to Customer Success.
• Manage Escalations – Serve as the central communication point for the customer during escalations, working alongside Customer Experience colleagues to coordinate resolution above and beyond standard support channels.
• Champion the Customer Internally – Be the voice of the customer internally by making recommendations and influencing key decisions that will positively impact their experience and outcomes.
• Drive Product Adoption – Set adoption and engagement usage targets with customers that support their goals, and proactively work to improve platform utilization across your portfolio.

Sales Operations Manager

• Serve as first line of support for “where do I find…” questions from Account Executives and partner-facing reps.
• Upload and publish all sales collateral following established taxonomy and tagging standards.
• Maintain the one-pager, battlecard, case study, and central collateral repository.
• Execute weekly battlecard updates (internal and partner-facing), maintain the internal Competitor Deep Dive Sheet.
• Manage all enablement sessions for internal and partner audiences, track attendance and completion, and maintain the training library and enablement calendar.
• Receive, vet, and input inbound leads into Salesforce.
• Produce monthly Guru adoption reports, run biweekly enablement communications.

Sales Enablement, Operations Coordinator

• Be a Leader – Mentor, coach, and develop both existing and new team members through regular training, weekly 1:1s, performance reviews, and targeted professional development planning.
• Develop Process Improvements – Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
• Be an Escalation Point – Handle support calls, chats, and emails from internal and external users, ensuring timely triage and resolution of high-priority or complex issues and reassign tickets based on subject matter and skill level
• Collaborate Cross-Functionally – Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team
• Make Data-Driven Decisions – Run reports, gather metrics, and monitor SLAs and KPIs to enhance decision-making and remove workflow blockers.
• Help Develop the Product – Troubleshoot issues and document defects to ensure seamless resolutions and assist in overall product growth