Bilingual Client Success Coordinator

THE POSITION

In support of a high-growth mandate, we’re hiring for the position of Bilingual Client Success Coordinator to join our dynamic and highly engaged Client Success Team. Our Clients offer Maple’s virtual care services as health and wellness benefits for their employees/organization. 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.

Our Client Success team is composed of three pods: Employer Programs, Strategic Partnerships and Reseller Partnerships. In this position, you will support the day-to-day operations of our Reseller Pod.As the main point of contact for client groups under this portfolio, you'll champion the Maple brand, ensuring a positive experience by efficiently addressing inquiries and resolving issues.

Critical to success in this role will be your digital literacy, time management and organizational skills, coupled with a strong eye for detail and process. You also have strong verbal and written communication skills in French and English, which enable you to succeed both internally and in interactions beyond the immediate team. As an exemplary team player, you thrive in a well-structured environment that’s fast-paced, highly supportive, and collaborative.

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 internal and external stakeholders, including team members and cross-functional partners, to learn about their roles and how they support the Client Success team. You’ll have developed a foundational understanding of your day-to-day duties and demonstrated a positive impact on the overall efficiency and effectiveness of the Reseller pod.

As you progress into the next 12-18 months, you will deepen your understanding of Reseller program administration and eligibility management, contributing to enhanced client experiences. You will collaborate on team initiatives, fostering a culture of continuous improvement and progress.

• The ideal candidate possesses a Bachelor’s degree in Business, Communications, Healthcare, or a related field, paired with a minimum of 2 years of administrative experience in a client/customer-focused environment.
• The ideal candidate is an exceptional communicator in both French and English and can clearly convey and receive messages to meet the needs of colleagues, internal stakeholders, and clients.
• The candidate is detail-oriented with a strong focus on accuracy and quality, including a proven track record of improving efficiency while complying with policies and procedures.
• The candidate has practical experience with a variety of workplace technologies and platforms, including Google Suite (Gmail, Google Docs, Google Sheets, and Google Drive). Experience with CRMs (Salesforce) is considered an asset.
• The candidate is highly organized and can prioritize work effectively to deliver timely and quality results.
• Collaborative by nature, the candidate actively shares information with team members, cooperates instead of competing, and celebrates wins universally.

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

• Client Focus
• Agility & Flexibility
• Time Management
• Exemplary Team Player
• Resilient
• Continuous Improvement

CULTURE AND ORGANIZATIONAL FIT

The Maple team is:

• 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.

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:

• 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), counseling, 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.

OTHER

• Job type: Full-time
• Hiring manager: Manager, Client Success | Reseller Partnerships
• Vacation: 3 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.