Customer Success Specialist

Your role as a Customer Success Specialist 

Reporting to 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 ensuring our Dialogue clients have a positive experience by supporting a variety of engagement initiatives and strategies such as onboardings for our different client segments, webinars, kiosks and more. Another important role will be to identify and implement sustainable and scaled 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: 

• Deliver a seamless onboarding & launch experience for Dialogue clients
• Enhance Customer interaction through strategic engagement initiatives
• Engaging directly with clients via email, and phone when required, to ensure follow-ups
• Understanding and managing SMB-related operations to gain efficiencies and continuously improve processes in a scaled and proactive approach
• Maintaining relationships with clients by offering scalable account support in order to ensure optimal cost-to-revenue ratio
• Managing renewal processes in order to apply an adequate repricing strategy (updating agreements, managing Salesforce opportunities, etc.)
• Mastering software tools to gain efficiencies and continuously improve operations
• Developing, implementing, improving and documenting Customer Success processes, workflows and best practices to allow for swift scalability
• Working in partnership with internal operational groups to investigate and resolve complex client issues 

We'd love to hear from you if you have:

• A track record of providing empathetic and client-driven service
• A long-term vision for scalability and the ability to help develop opportunities for automation
• A reputation for being highly organized and detail-oriented, with excellent time management skills
• Strong written and verbal communication skills in French and English
• A passion for learning new things and stepping out of your comfort zone
• A strong focus on quality, accuracy, and attention to detail

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up

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 [email protected].