Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
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Bilingual Client Success Coordinator, Channel Partnerships
Posted 4 hours ago
About the role
- Bilingual Client Success Coordinator supporting partner operations for Maple, Canada’s on-demand healthcare platform. Managing onboarding, reports, inquiries and workflow improvements in English and French.
Responsibilities
- Coordinate day-to-day account operations and respond to partner questions and requests in English and French
- Support onboarding for new small business clients and partner groups, including communications, eligibility updates and administrative tasks
- Prepare and distribute monthly reports for plan sponsors, brokers and partner account managers
- Troubleshoot partner inquiries and operational issues, collaborating with internal teams and escalating complex matters
- Maintain accurate partner information, documentation and task tracking in Salesforce, Missive, Confluence and Asana
- Assist with partner webinars, educational sessions and communications
- Identify recurring issues and workflow improvements using automation and AI-enabled processes
- Independently support assigned partner inboxes and recurring workflows over time while meeting service expectations
Requirements
- 1+ years of experience in a client-facing role or similar, ideally in a B2B setting such as account coordination, client services or operations
- Bilingual in English and French, with the ability to communicate clearly and professionally, verbally and in writing
- Strong customer service instincts and interest in helping people solve problems
- Organized, detail-oriented approach to multiple priorities, timelines and follow-ups
- Dependable and collaborative working style; ability to ask questions, take feedback and follow through
- AI-savvy and curious mindset; comfortable learning new tools and exploring AI-enabled process improvements
- Willingness to support teammates as needed
- Employment offer subject to a criminal record check (EPIC) and identity verification; additional employment or education verification may be conducted depending on role requirements
Benefits
- 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family; care starts on day one
- Medical, dental and life insurance
- Health spending account
- Annual flex benefits budget for professional development, wellness expenses or a one-time boost to retirement savings
- 10 dedicated health days
- Destination days: work internationally in eligible countries for up to ten days per year
- Group retirement savings plan
- 3 weeks vacation
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