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 our next cohort of Bilingual (French/English) Client Success Associates to join our dynamic and highly engaged Client Success team. Our B2B Clients offer Maple’s virtual care services as health and wellness benefits for their employees/organization. In this role, 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.
As a Bilingual Client Success Associate, you will play a key role in supporting the end-to-end client journey, from initial onboarding to ongoing account management. You’ll cultivate lasting relationships built on trust and mutual understanding, ensuring our clients receive unparalleled support and service. From facilitating user enablement to conducting account reviews and identifying upsell opportunities, you’ll play a pivotal role in maximizing client satisfaction and program performance.
Critical to success in this role will be your relationship-building capabilities coupled with your passion for results and people. You are proactive in your approach to identifying opportunities, developing solutions, and implementing change to deliver results and achieve goals. You demonstrate resilience and adaptability when navigating challenging situations and are open to diverse perspectives and feedback, sharing knowledge and learning from those around you.
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 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.
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.
CANDIDATE PROFILE
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
CULTURE AND ORGANIZATIONAL FIT
The Maple team is:
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:
Other
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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