Customer Success Specialist (Temporary)

Overview

About Dialogue Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform, we provide 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, and Excellence.

Feel like you can make a difference? Good news, we saved you a seat!

Come as you are. 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

Role

Your role as Customer Success Specialist — Reporting to Feodora Chouakri. The mission of the Customer Success Specialist is to be the trusted advisor and owner of small and midsize business accounts to contribute to the success of Customer Success at Dialogue. The main focus is to identify and implement sustainable and scaled management strategies for SMB accounts through effective account retention and renewal strategies. You will manage existing clients with a strong data-integrity approach to contracts and opportunities. This role also entails ensuring our Dialogue clients have a positive experience by supporting onboarding, webinars, kiosks, and other engagement initiatives. This is a fixed-term contract of 12 months, with an opportunity for renewal depending on performance and company needs.

What You’ll Be Doing

• Understand and manage SMB-related operations to gain efficiencies and continuously improve processes in a scaled and proactive approach
• Maintain relationships with clients by offering scalable account support to ensure optimal cost-to-revenue ratio
• Manage renewal processes to apply an adequate repricing strategy (updating agreements, managing Salesforce opportunities, etc.)
• Master software tools to gain efficiencies and continuously improve operations
• Develop, implement, improve and document 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
• Engage directly with clients via email and phone when required, to ensure follow-ups
• Work in partnership with internal operational groups to investigate and resolve complex client issues

Required/Desired Qualifications

• Provide empathetic and client-driven service
• Have a long-term vision for scalability and can help develop opportunities for automation
• Be highly organized and detail-oriented, with excellent time management skills
• Strong written and verbal communication skills in French and English
• Like to learn new things and get out of your comfort zone
• Focus on quality, accuracy, and attention to detail

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

Contract & Location

The role is a fixed-term contract of 12 months, with the possibility of renewal depending on performance and company needs. Hybrid work options may apply depending on location.

Benefits

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a 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