Customer Success Analyst, Dialogue
Virtual healthcare provider for employers
Job no longer available
Virtual healthcare provider for employers
501-1000 employees
Job no longer available
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
- Empathetic and client-driven service approach
- 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
What the job involves
- Reporting to the manager of Client Enablement the mission of the Customer Success Analyst 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
- 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
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 was acquired by fellow Canadian health platform Sun Life in 2023 and itself acquired women's digital health and wellbeing platform Koble Care Inc. in 2024 to strengthen its product range for women's health.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2020
$23.5m
SERIES B
Jun 2019
$40m
SERIES B
Total funding: $79.5m
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 HQ
Golden Square Mile, Montreal, QC
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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