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Reporting to the Manager of Client Enablement, Ariane Beaulieu Sirois, the mission of the Customer Success Specialist is to be the trusted advisor and act as the owner of small and midsize business accounts to contribute to the success of Customer Success at Dialogue. The main focus of this role is to identify and implement sustainable management strategies for small and midsize business (SMB) accounts through the execution of effective account retention and renewal strategies. You will play a key part in the management of existing clients while applying a strong data-integrity approach to contracts and opportunities.
What You’ll Be Doing
Understanding and managing small and midsize business related operations to gain efficiencies and continuously improve processes
Maintaining relationships with clients by offering scalable account support to ensure an optimal cost-to-revenue ratio
Managing renewal processes to apply an adequate repricing strategy (updating agreements, managing Salesforce opportunities, etc.)
Developing, implementing, improving, and documenting Customer Success processes, workflows, and best practices to allow for swift scalability
Mastering software tools to effectively connect with clients and team members
Engaging directly with clients via email and phone when required to ensure follow-ups
Working in partnership with internal operational groups to investigate and resolve complex client issues
We'd Love To Hear From You If You Have
Empathetic and client-driven service approach
Experience in driving positive, measurable and impactful changes to improve client and internal processes
Long-term vision for scalability and ability to develop opportunities for automation
Reputation for being highly organized and detail-oriented, with excellent time management skills
Eagerness to learn new things and step out of your comfort zone
At Dialogue, your well-being is our priority
Taking care of others also means taking care of our team. We’ve got you covered!
A fully funded benefits plan, including a wellness reimbursement program
Unlimited access to a variety of Dialogue’s programs for you and your immediate family
4 weeks of vacation, 9 wellness days and 1 paid volunteer day
A hybrid work approach that involves 3 days per week in our beautiful Montreal or Toronto offices
Access to a custom learning program, including an allocated budget for continuous external training
Short and long-term incentive plans
An optional parental benefits program
Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms
About Dialogue
Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.
When It Comes To Our Work, We Set The Bar High. Together, We’re Transforming Health And Helping Millions Improve Their Well-being. We’re Firm Believers That Great People Don’t Settle On
Impact
Community
Growth
Excellence
Feel like you can make a difference? Good news, we saved you a seat! Come as you are. As a proud equal opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Health and Human Services
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