Job Application for Customer Success Specialist at Dialogue Health Technologies Inc.

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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.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

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:

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.

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Are you eligible to work in Canada?

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Are you comfortable communicating in English and French, both written and spoken? Please note that the interview will be conducted in both these languages.

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Would you be able to come to our Montreal or Toronto office at least 3 days per week?

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Sondage de Dialogue sur les caractéristiques sociodémographiques | Dialogue’s Demographics Survey

La version anglaise suivra | The English version will follow

Nous vous invitons à remplir ce sondage sociodémographique optionnel pour nous aider à évaluer nos efforts en matière de diversité, d’équité et d’inclusion, à mesure que nous continuons à constituer des équipes reflétant les communautés que nous servons. L’envoi de ce formulaire est volontaire. Par conséquent, votre décision de participer ou non au sondage n’affectera en rien votre candidature.

Vos réponses demeureront totalement anonymes. En outre, les renseignements obtenus ne serviront à aucune décision d’embauche et ne pourront être utilisés que pour évaluer nos pratiques d’embauche et comprendre l’efficacité de nos efforts pour créer une entreprise plus diversifiée et inclusive.

Si vous avez des questions sur la collecte ou l’utilisation de ces renseignements, veuillez nous écrire à jobs@dialogue.co.

We invite you to complete this optional demographics survey to help us evaluate our diversity, equity, and inclusion efforts as we continue to build teams reflective of the communities we serve. Submission of this form is voluntary. Therefore, your decision to participate or decline in the survey will in no way affect your job application.

Your responses will remain 100% anonymous. Moreover, the information obtained shall not inform any hiring decision and may only be used to assess our hiring practices and understand the efficacy of our efforts to create a more diverse and inclusive company.

If you have any questions about the collection or use of this information, please contact jobs@dialogue.co.

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Customer Success Specialist

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Sondage de Dialogue sur les caractéristiques sociodémographiques | Dialogue’s Demographics Survey