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: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION

In support of a high-growth mandate, we’re hiring for a Client Success Associate on our Health Systems Partnerships team. Our Health Systems Partnerships team works with hospitals, long-term care facilities, and regional/provincial authorities to tackle some of Canada’s biggest healthcare challenges. Through our bespoke virtual care programs, we enhance access to quality, timely care for a significant portion of the Canadian population. As a Client Success Associate on this team, you will play an essential role in delivering digitally-enabled healthcare solutions, collaborating with key stakeholders, supporting high-impact projects, and helping drive healthcare innovation across Canada.

You will be responsible for supporting the operations of key partner programs while also collaborating with Client Success Managers (CSMs) on larger initiatives. You'll monitor program performance, communicate effectively with internal and external stakeholders, troubleshoot issues, and escalate as needed. You'll also identify opportunities for workflow improvements, assist with process mapping, and validate solutions on Maple's platform. Additionally, you'll support new client acquisition efforts by contributing to RFPs/RFIs and delivering demos to prospective clients.

Critical to success will be your strong sense of ownership, proactive problem-solving skills, and ability to collaborate effectively with diverse stakeholders. You are a solution-oriented and agile learner who thrives in a fast-paced environment, is passionate about technology, and excels at delivering results that empower our healthcare mission.

12 – 18 MONTH DELIVERABLES

In the first 90 days, you will be expected to quickly drive impact by immersing yourself in our partner programs, processes, and tools. You’ll focus on retaining the existing portfolio of partner programs and ensuring seamless operations while maintaining a high level of partner satisfaction. A key success metric during this period will be achieving our Net Revenue Retention (NRR) target, while promptly addressing any operational issues. Additionally, you’ll begin fostering strong relationships with both internal teams and external partners to support smooth program execution.

In the following 12–18 months, your focus will be on maintaining and further driving retention and expansion, with an ongoing focus on sustaining the NRR target. You will optimize workflows, enhance partner experiences, and identify opportunities for growth. As your expertise deepens, you will lead initiatives to improve partner program performance, solidify relationships, and ensure our virtual care solutions continue to deliver measurable value to our public sector partners.

CANDIDATE PROFILE

• The ideal candidate possesses a Bachelor's degree in Business, Communications, Science, or a Health-related discipline and has 2+ years of experience in client-facing roles.
• The ideal candidate demonstrates a strong client-centric approach with the ability to cultivate and maintain relationships with stakeholders at various levels. The candidate has proven experience in understanding and addressing clients' needs and challenges, delivering exceptional service and value.
• The ideal candidate has demonstrated experience in supporting projects and processes. Furthermore, they possess the ability to prioritize tasks, set clear milestones, and ensure seamless execution while adapting to changing circumstances.
• The candidate thrives in a fast-paced and ever-evolving environment and remains composed and resilient in uncertain situations, proactively seeking innovative solutions and adapting strategies to meet emerging demands.
• Employing a problem-solving mindset, the ideal candidate can analyze complex issues and devise practical and impactful solutions. They continuously seek opportunities for improvement, leveraging data-driven insights and embracing creative thinking.
• With exceptional interpersonal and communication skills, both written and verbal, the ideal candidate can articulate ideas clearly and concisely to various stakeholders, including presenting analyses and reports to internal and external stakeholders.
• The candidate is proficient in utilizing various software and platforms to enhance communication and streamline processes.

KEY COMPETENCIES

• Digital Literacy
• Client Focus
• Project Management
• Communication
• Adaptability
• Solution-Oriented

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, Health System Partnerships
• Location: Hybrid from Toronto, OR, Fully Remote from Nova Scotia, New Brunswick or PEI.
• Start date: November 2024
• 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.