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    Customer Success Specialist - Burnaby, Canada - Medfar

    Medfar
    Medfar Burnaby, Canada

    2 weeks ago

    Default job background
    Full time
    Description
    Job Description

    MEDFAR's continued growth is the result of our focus on customers' success. As a Customer Success Management Specialist, you will be responsible for guiding our customers through that critical part of the Customer Journey that constitutes the first few months after the initial deployment of our solution. Through a consultative and expert approach, you will develop targeted initiatives aimed at fostering the adoption of our products by their users. Doing so, you will allow them to see the value proposition of our product in the efficiency and quality of care they provide to their patients.

    As a member of a growing team, you will also help to implement best practices in customer success management to support MEDFAR in achieving its growth objectives. Through your proximity with our customers, you will help ensure that their voice is placed at the heart of our product innovation and interactions with them.

    Key Responsibilities

    • Participate in various key stages of the implementation process when necessary.
    • Conduct a successful project handover with the deployment team.
    • Define an action plan adapted to each client and focused on the achievement of their objectives for the first months following the deployment phase:
      • Perform a quantitative and qualitative diagnosis of the current situation;
      • Identify the client's needs and prioritize them;
      • Implement an action plan to promote the adoption of the platform by users;
      • Define quantitative success criteria.
      • Conduct targeted training on MEDFAR products and features;
      • Rally the related departments around the implementation of the defined action plan;
      • Set up follow-up mechanisms with the client to measure progress;
    • Demonstrate to the client the benefits resulting from the implementation of the plan.
    • Act as an expert on our products and the IT health care sector in order to advise our clients in an accurate and expert manner.
    • Collaborate with the Product Strategy team in the identification and prioritization of product improvements and innovations.
    • Contribute to making our partners ambassadors who can act as references and be the subject of case studies and success stories.
    • Identify cross sell and up sell opportunities.
    • Contribute to the standardization of processes and supporting tools to enable team growth.
    • Contribute to the development of educational and promotional materials such as content articles and success stories.
    • Conduct webinars for the ongoing education of our clients.
    • Any other related tasks.
    Qualifications

    Ideally:

    • You have an undergraduate degree in business administration, communications, marketing, engineering, project management.
    • You have 3 to 5 years of experience in customer success management or other customer-facing roles;
    • You have an impressive executive presence and excellent written and oral communication skills;
    • You possess a high level of emotional intelligence that enables you to build trust, respect and transparency with our clients of all types;
    • You demonstrate action leadership and a strong sense of initiative;
    • Accountability and humility are integral parts of your professional values;
    • You are stimulated in a fast-paced environment with changing priorities;
    • You have an analytical and problem-solving mind;
    • You have strong organizational skills and the ability to prioritize activities;
    • You master common IT tools (CRM, Google Suite, etc)
    • Knowledge of the health care sector and IT field is an asset
    • Experience in SaaS companies is an asset.
    • Experience studying or working abroad is an asset.

    Working conditions:

    • Full-time permanent position (40 hours per week)
    • Salary: based on the experience
    Additional Information

    Joining the ranks of MEDFAR means working in a dynamic environment where trust, innovation, quality, and client success guide our days. At MEDFAR, we promote efficiency and excellence in healthcare by offering the most efficient electronic medical record (EMR) on the market.

    • Entrepreneurial culture.
    • Performance-based bonus to all employees.
    • Generous group insurance coverage.
    • Flexible hours (work-life balance).
    • Social and sports activities.
    • Dynamic and multicultural work environment.
    • Our office in Burnaby (BC) is accessible by bus or by car and there is free parking on the premises.

    Our recruting process:

    1. Interview with Maurine (Talent Acquisition)
    2. Interviews with the team
    3. Case study
    4. Offer
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