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Bilingual Client Success Associate
Company | Maple (getmaple.ca) |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Internet Publishing |
Expires | 2023-05-14 |
Posted at | 1 year ago |
About Maple
- In the next 12 to 18 months, you will continue to build your knowledge of Maple’s business model while working closely with Clients to ensure adoption of our products and services, identifying opportunities for upsell or cross-sell and ensuring high satisfaction levels. You will confidently manage your Client portfolio and meet or exceed revenue targets and other key performance metrics. Additionally, you will have the opportunity to lead the implementation of some Client projects, working closely with cross-functional partners to ensure projects are delivered on time. You will regularly analyze Client data and feedback to identify trends areas for improvement, and use this information to enhance the Client experience and deliver the right results.
- Within the first 90 days, you will have completed robust training on Maple’s products and services, processes, and systems. You will have established relationships with key stakeholders, including team members and cross-functional partners, to learn about their roles and how they support the Client Success function. You will have begun attending Client meetings to gain an understanding of their needs and expectations. You will learn the company's business model, target market, competitive landscape, and product portfolio.
- As an exemplary team player, the candidate has a proven track record of collaborating effectively with cross-functional teams to drive organizational success.
- Motivated by exceeding KPIs, the candidate has experience using CRM software (Salesforce) to track and analyze Client data to measure key metrics and identify trends.
- Resilient in the face of challenges, the candidate is driven to overcome obstacles and deliver outstanding results.
- The ideal candidate possesses a Bachelor’s degree in Business, Marketing, Communications, or a related field, paired with a minimum of 3 to 5 years of working experience, including client-facing/account management experience in a B2B environment.
- The candidate has exceptional communication and interpersonal skills in both French and English and possesses the confidence to present solutions to internal and external stakeholders across all levels.
- Agile and flexible, the Client Success Associate can quickly identify potential areas of risk and proactively develop and execute strategies to address those risks.
- Client Focus
- Resilient
- Agile & Flexible
- Exceptional Communicator
- Passion for Results
- Exemplary Team Player
- Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals.
- United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life.
- Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community.
- Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization.
- Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities.
- Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more.
- Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
- Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs.
- Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility.
- Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
- Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
- Location: Hybrid at our office in downtown Toronto, or fully remote within Canada if the candidate’s location is outside of the Greater Toronto Area
- Salary: $60,000 - $65,000
- Job type: Full-time
- Vacation: 3 weeks
- Hiring manager: Manager, Client Success
- Start date: May 2023
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