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Customer Success Specialist



Customer Service, Sales & Business Development
Montreal, QC, Canada
Posted on Friday, August 12, 2022

Your role as Customer Success Analyst

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.

What you’ll be doing:

  • 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

We'd love to hear from you if you have:

  • 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

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team. We’ve got you covered!

  • A fully funded benefits plan, including a wellness reimbursement program
  • Unlimited access to a variety of Dialogue's programs for you and your immediate family
  • 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
  • A flexible schedule and a hybrid work approach
  • An allocated budget for continuous training
  • Short and long-term incentive plans, including restricted stock units (RSUs)
  • An optional parental benefits program

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional 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: