Client Success Administrator Jobs

About Maple

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers.

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies.

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being, and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION

In support of a high-growth mandate, we’re hiring for a Client Success Administrator to join our dynamic and highly engaged Client Success Team. Our Clients offer Maple’s virtual care services as health and wellness benefits for their employees/organization. You’ll have the opportunity to personally impact the future of healthcare by empowering highly-established organizations and their stakeholders to discover a better healthcare experience.

In this position, you will be responsible for ongoing back-end Client administration duties, such as setting up Client profiles, maintaining employee/stakeholder access to Maple in accordance with Client eligibility requirements, reconciling files, assisting the billing process, and supporting ad-hoc Client-related requests.

Critical to success in this role will be your computer proficiency, time management, and organizational skills, coupled with a strong eye for detail and process. You’re comfortable working with spreadsheets, and possess the ability to effectively create, manipulate, and reconcile data using spreadsheet software. You have strong verbal and written communication skills, and you thrive in a well-structured environment that’s fast-paced, highly supportive, and collaborative.

12 – 18 MONTH DELIVERABLES

• 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 internal stakeholders, including team members and cross-functional partners, to learn about their roles and how they support the Client Success function. You will demonstrate a high level of autonomy when it comes to updating and maintaining Client data, supporting reporting and eligibility updates, and processing ad-hoc Client requests — ensuring all information is consistent, accurate, and up-to-date.
• In the next 12-18 months, you’ll become an expert user of the tools and systems used to manage our Clients’ data (e.g. Salesforce). In addition to your day-to-day admin duties, you’ll support the broader Client Success team with process improvements to improve KPIs.

CANDIDATE PROFILE

• The Client Success Administrator is an exceptional communicator who can clearly convey and receive messages to meet the needs of colleagues, internal stakeholders, and clients.
• The ideal candidate possesses a Bachelor’s degree, preferably in Business Administration, or a related field, paired with a minimum of 2 years of working experience, including administrative experience in a client/customer-focused environment.
• Collaborative by nature, the candidate actively shares information with team members, cooperates instead of competing, and celebrates wins universally.
• The candidate is highly organized and can prioritize work effectively to deliver timely and quality results.
• The candidate is detail-oriented with a strong focus on accuracy and quality, including a proven track record of improving efficiency while complying with policies and procedures.
• The candidate has hands-on experience with various web-based technologies and platforms, including the use of CRMs (e.g. Salesforce) and Microsoft Excel.
• Although Maple offers work environment flexibility, this position requires regular in-person presence at our office in downtown Toronto.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

KEY COMPETENCIES

• Computer Proficiency
• Organizational Skills
• Spreadsheet Management
• Time Management
• Communication
• Detail Orientation
• Process Orientation

CULTURE AND ORGANIZATIONAL FIT

The Maple team is:

• 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.
• 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.
• 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.

WORKING AT MAPLE

We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

• 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 Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
• 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.
• 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.
• 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.

Other

Job type: Full-time

Hiring manager: Director, Client and Channel Operations

Location: Hybrid, this position requires weekly in-person presence at our office in downtown Toronto (355 Adelaide St W Suite 100, Toronto, ON M5V 1S2)

Vacation: 3 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

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