Bilingual Client Success Associate (English/French)

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: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

In support of a high-growth mandate, we’re hiring a Bilingual (English/French) Client Success Associate to join our Client Success team and support Maple’s portfolio of B2B Clients. Our 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. 

In this position, you will be responsible for delivering a best-in-class Client experience in English and French, focusing on strong Client engagement, satisfaction, retention, and overall program performance. You will also collaborate with cross-functional teams, including Sales, Marketing, and Product, to ensure a successful onboarding experience for incoming Clients. 

Your relationship-building capabilities, coupled with your passion for results and people, will be critical to your success in this role. 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

In the first 90 days, you will quickly drive impact by immersing yourself in Maple’s products, services, and tools. You’ll take ownership of your client portfolio, ensuring seamless onboarding and engagement while focusing on client retention and satisfaction. A key success metric during this period will be achieving client retention goals and addressing any immediate operational issues. You will also begin building strong relationships with both internal teams and clients to support effective program execution and optimize client outcomes.

Over the next 12 to 18 months, you will focus on driving retention and expansion within your client portfolio, with a continued emphasis on meeting key performance metrics. You will identify opportunities for upselling and cross-selling, contributing to revenue growth while ensuring Maple’s solutions deliver measurable value. As your expertise grows, you will lead initiatives to enhance the client experience, streamline workflows, and deepen client relationships, ensuring sustained success and high levels of satisfaction across your accounts.

• The ideal candidate possesses a Bachelor’s degree in Business, Marketing, Communications, or a related field and has 2+ years of experience in client-facing or account management roles, ideally in a B2B environment.
• The candidate has exceptional communication and interpersonal skills and possesses the confidence to present solutions to internal and external stakeholders across all levels.
• As an exemplary team player, the candidate has a proven track record of collaborating effectively with cross-functional teams to drive organizational success.
• Resilient in the face of challenges, the candidate is driven to overcome obstacles and deliver outstanding results. 
• 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. 
• Agile and flexible, the Client Success Associate can quickly identify potential areas of risk and proactively develop and execute strategies to address those risks.
• Note: Fluency in both English and French (spoken and written) is essential for this role, as you will work with French-speaking clients daily. French language skills will be assessed as part of the interview process. 

• Client Focus
• Exceptional Communicator
• Agile & Flexible
• Resilient
• Exemplary Team Player
• Passion for Results

• 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. 
• 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. 

• 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), counselling, 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. 
• 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. 
• 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. 

• Job type: Full-time
• Hiring manager: Manager, Client Success
• Location: Fully remote within Canada OR Hybrid in Downtown Toronto 
• Start date: November 2024
• Vacation: 3 weeks