Client Success Associate

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 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, 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. 

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.

• The ideal candidate possesses a Bachelor’s degree in Business, Marketing, Communications, or a related field, paired with a minimum of 3 years of working experience in client-facing/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.

• 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: Team Lead, Client Success
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: September/October 2024
• Vacation: 3 weeks