Customer Success Specialist

Your role as Customer Success Specialist

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:

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.