Customer Success Specialist, Dialogue
3 days a week in office
Virtual healthcare provider for employers
Be an early applicant
Virtual healthcare provider for employers
501-1000 employees
Be an early applicant
3 days a week in office
501-1000 employees
Company mission
Dialogue's mission is to remove barriers to high-quality healthcare through its virtual healthcare platform.
Role
Who you are
- You provide empathetic and client-driven service
- You have a long-term vision for scalability and can help develop opportunities for automation
- You are known as someone who is highly organized and detail-oriented, with excellent time management skills
- You have strong written and verbal communication skills in French and English
- You like to learn new things and get out of your comfort zone
- You are focused on quality, accuracy, and attention to detail
What the job involves
- 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 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
- This role also entails ensuring our Dialogue clients have a positive experience by supporting a variety of engagement initiatives and strategies such as onboardings, webinars, kiosks and more
- 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
- 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
- Working in partnership with internal operational groups to investigate and resolve complex client issues
- 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
Our take
Employers that offer their workforces healthcare benefits generally report higher engagement, productivity, and happiness levels in the workplace, but it isn't easy to do. Healthcare providers have lengthy waiting lists and focus heavily on physical health, whereas employees often experience problems perceived as less significant such as stress and mental wellness, prescription management, and financial obstacles.
Dialogue provides a telemedicine platform for employee benefits, partnering with employers to provide access to virtual healthcare solutions. The platform covers physical and mental health, prescriptions, access to health resources, work and career-related challenges, in addition to legal and financial support. This ultimately aims to humanize and broaden a company's healthcare perks outside of those of standard providers.
Dialogue has made a smart move by recognizing the significance of mental health and financial obstacles, tackling them within a unified platform. In addition to providing care for clients, the platform also benefits medical professionals greatly by matching them with relevant patients through the use of personal data. Dialogue is set to be acquired by fellow Canadian health platform Sun Life by the end of 2023.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2020
$22.8m
SERIES B
Jun 2019
$40m
SERIES B
Total funding: $78.8m
Company benefits
- Unlimited Dialogue access for you and your immediate family
- Flexible working hours to improve work-life balance
- Gym membership reimbursement
- Top-tier benefits (or health) plan for you and your family
- Delicious, healthy snacks and refreshments delivered to the office every week
- A beautiful new office in Old Montreal, and another conveniently located at Queen and John St. in Toronto
- A competitive salary and stock options in the company
- Paid time off to volunteer and give back to the community
- The opportunity to learn and grow professionally
Company values
- We care deeply - we prioritize quality, safety, and empathy in every member interaction
- We are owners - we act in the best interest of the company and take accountability for the outcomes
- We are client obsessed - we are truly grateful for our client's trust, and we thank them by always going the extra mile
- We aim for excellence - we work our very hardest to be outstanding in everything we do
- We are Shackletons - we set ambitious goals, and we do everything humanly possible to get them there when the odds are stacked against us
- We have fun - notwithstanding the above, we don't take ourselves too seriously
- We are #oneteam - winning as a team is more important than individual success
Company HQ
Old Montreal, Montreal, QC
Articles
Leadership
Cherif Habib
(CEO)Experience as Co-Founder & Managing Director of Cesium Telecom, and CEO of EMcision.
Alexis Smirnov
(CTO)Experience as Senior Architect for Hooper. Was also Senior Solutions Architect and CTO for Radialpoint.
Salary benchmarks
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