Provider Success Manager

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 for the position of Provider Success Manager to join our dynamic and highly engaged Provider Network Operations team. 

In this newly created position, you will play a key role in overseeing the entire lifecycle of healthcare providers on the Maple platform, from recruitment and onboarding to ongoing relationship management and engagement. This role is focused on building strong, lasting relationships with healthcare providers, including doctors and nurse practitioners, ensuring they are well-supported and fully integrated into the Maple platform. You will be accountable for developing and maintaining provider engagement tactics and initiatives, facilitating onboarding, and driving communication and performance improvements to enhance the provider experience.

Critical to Success

You are a natural relationship builder with a strong client management background and a passion for supporting others' success. You are an exceptional communicator and thrive at presenting ideas clearly to a variety of audiences. You are highly adaptable and comfortable operating in dynamic, fast-paced environments, and you possess strong problem-solving skills. You are digitally savvy, capable of working cross-functionally, and able to implement solutions that align with both healthcare provider and business goals. You excel in navigating ambiguity and change, with a strong commitment to delivering timely, high-quality results.

 12 – 18 MONTH DELIVERABLES

In your first 90 days, you will start building relationships with Maple’s healthcare providers, developing a strong understanding of our various provider segments and their needs and preferences. You will take charge of daily operations such as navigating providers through the onboarding process, facilitating live platform demos, and executing provider communications. Additionally, you will drive initiatives aimed at improving various aspects of a provider's end-to-end experience on our platform, including recruitment and onboarding, communications, and overall support, to ensure they feel engaged and valued.

Over the next 12-18 months, you will continue executing on day-to-day operations while making significant strides in optimizing provider engagement in alignment with our strategies. You'll play a key role in evolving Maple’s provider success processes and ensuring they are scalable as the platform grows. Through building robust procedures and fostering strong provider relationships, you will help bring Maple’s provider strategy to life and continuously identify ways to enhance the provider experience on the platform.

• 3+ years of experience in a client-facing role such as client success, account management, sales, or consulting.
• Proven ability to build strong relationships with external stakeholders, particularly healthcare providers, as well as with internal teams and executive leadership.
• Exceptional written and verbal communication skills, with the ability to present effectively and adapt communication styles to various audiences.
• Self-starter with excellent organizational, project management, and independent problem-solving skills.
• Comfortable in dynamic, fast-paced environments and able to navigate ambiguity and change with ease.
• Passion for supporting healthcare providers throughout their journey with virtual care including onboarding, communications, and troubleshooting, with a strong focus on delivering results.
• Experience in the healthcare or tech industries, familiarity with CRM tools, and bilingual proficiency (English/French) are considered assets.

• Customer Focus
• Stakeholder Management
• Exceptional Communicator
• Problem Solver
• Passion for Results
• Digital Literacy

• 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. 

• Comprehensive Health and Dental Coverage: Our Group Benefits plan provides extensive coverage, including dental, extended healthcare, counselling, health service navigation, life insurance, critical illness, disability insurance, and more.
• Health Spending Account (HSA): A dedicated budget to cover additional health-related expenses like eyeglasses, therapy, and other needs tailored to your personal wellness.
• Wellness Budget: Use your budget to invest in activities that enhance your physical and mental well-being, from fitness classes to mindfulness programs.
• Unlimited Maple Access: Benefit from unlimited access to Maple for primary care needs and a package of therapy consultations.
• Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days annually to use when you're unwell, attending healthcare appointments, or supporting a loved one with their health needs.
• Maple Booster Pack: Boost your well-being even further with exclusive Maple discounts. Enjoy savings on fitness memberships, phone plans, wellness apps, and more.
• Professional Development Budget: Our Branch Out Budget is here to support your professional development journey, reimbursing expenses for meaningful learning opportunities that help you thrive.

• Job type: Full-time
• Hiring manager: Manager, Provider Network Operations
• Location: Hybrid preferred, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: November 2024
• Vacation: 3 weeks