Client Success Associate, Bilingual – French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the daily success of a portfolio of channel partners.

• Serve as the main day-to-day liaison for channel partners.

• Facilitate program launches from start to finish, managing both technical and administrative aspects.

• Conduct business reviews and regular communications in both French and English for partners located nationally and in Quebec.

• Oversee renewals, including managing timelines, renewal documents, pricing, contracts, and eligibility information.

• Manage partnership mechanics, encompassing eligibility, billing cycles, and accuracy within Salesforce.

• Collaborate with Operations, Support, and Product teams to address issues prior to escalation.

• Monitor partner performance through data analysis, identify risks, and ensure accurate and prompt reporting.

• Recognize workflow inefficiencies and enhance Channel Partnerships playbooks.

• Develop a thorough understanding of Maple's channel programs, tools, and operational workflows.

• Manage the assigned portfolio comprehensively and contribute to partner growth initiatives.

⛳️ Requirements

• A minimum of 3 years experience in a client-facing role, such as client success, account management, or operations, preferably within a B2B, SaaS, or service-oriented context.

• Full bilingual proficiency in French and English, capable of leading meetings, managing written correspondence, and cultivating relationships in both languages.

• Strong sense of ownership with the ability to juggle multiple priorities effectively.

• Excellent and professional communication skills.

• Capability to balance relationship management and operational tasks, including billing, eligibility, and reporting processes.

• Proactive approach to problem-solving.

• Detail-oriented and dependable, with a proven history of delivering accurate, high-quality work in fast-paced settings.

• Comfortable working with data and systems, including CRM and reporting tools.

• Collaborative attitude with the ability to work across different functions.

• Driven by purpose and a genuine concern for healthcare-access partners.

• Employment offer is contingent upon a criminal record check (EPIC) and identity verification; additional employment or education verification may be required based on the role.

🏝️ Benefits

• 24/7 access to general practitioners, pediatric care, and mental health therapy for you and your family; care begins on day one.

• Medical, dental, and life insurance coverage.

• Health spending account available.

• Annual flexible benefits budget for professional development, wellness expenses, or a one-time boost to retirement savings.

• 10 dedicated health days provided.

• Opportunity to work internationally in eligible countries for up to five days each year.

• Group retirement savings plan offered.

• 3 weeks of vacation time.

• Maple covers associated expenses for occasional travel within Canada to meet partners on-site.