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    Online Specialist - Calgary, AB, Canada - Heart and Stroke Foundation of Canada

    Heart and Stroke Foundation of Canada
    Heart and Stroke Foundation of Canada Calgary, AB, Canada

    1 week ago

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    Description
    At Heart & Stroke our mission is to promote health, save lives and enhance recovery.

    We are committed to a culture that exemplifies our core values:

    champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.

    We believe in equity, diversity and inclusion ― it's embedded in our values and core mission work to support all people in Canada to lead healthier lives.

    We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees.

    Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2S LGBTQIA+ communities, women, and people living disabilities are encouraged to apply.

    To learn more about our mission, values, commitment to EDI, and the difference Heart & Stroke makes in the lives of people in Canada at every age, please visit our website .

    The Resuscitation Customer Success Specialist plays a critical role in bringing their relationship and customer success skills to bear on advancing our product offerings in the healthcare and learning management space.

    This role supports Heart & Stroke's mission to advance and enhance emergency cardiovascular care training and education throughout Canada.

    The incumbent does this by helping us "Own the Market" – meaning we are both seen as the leader and preferred choice for employers and healthcare providers across the country who are seeking to advance their cardiovascular emergency response programs through our platform solutions.

    The Specialist supports the Resuscitation Program in growing and scaling our network of subscription solution partners, ensuring those partners realize value and achieve their goals through our program.

    Additionally, this role supports the Resuscitation Program Manager, Alberta, Saskatchewan & Northwest Territories, in growing our network and identifying opportunities to advance our programs within the region.

    The Specialist upholds our Guidelines by enforcing compliance with our policies and standards and may be called on to represent Heart & Stroke at provincial meetings, events, conferences and other activities, as appropriate.

    Knows the Customer and Training Network

    Uses data, working collaboratively with the Resuscitation Program Analyst, to evaluate customer success metrics and better understand customer activity to inform decision-making.

    Identifies new potential customers and provides information to the relevant RPM and Senior Manager, BDE.
    Understands our products and digital solutions and their role in advancing the customer's business.

    Develops strong familiarity with our learning platform (Docebo), its integration with our CRM (Salesforce) and the licensing solutions and products we deploy to customers.

    Defines the value proposition of our license solutions and products to potential customers.
    Assists in creating training and educational materials to ensure seamless adoption of our products and solutions.
    Helps us "Own the Market" by understanding the needs of the network, cultivating relationships and nurturing high performers and advisors
    Uses a consultative approach to help clients overcome issues and achieve their goal.
    Prepares documentation or visuals of program performance for client(s)
    Works with business development and operations teams to identify and increase customer opportunities and develop outreach plans.
    Serves as the day-to-day contact for assigned accounts, establishing a relationship as a trusted advisor.
    Uses customer success strategies and best practices, as well as customer support content.
    Monitors and sets a cadence for regular engagement with customers in our network and within our market segments.

    Ensures customer retention by promoting value, identifying opportunities for improved user experience and promptly and effectively addressing concerns and issues as they arise.

    Knowledge of Salesforce, learning management systems and project management tools
    Heart & Stroke certification, or CPR training an asset
    Experience in the not-for-profit sector would be an asset
    Experience providing administrative support
    Administrative and organizational skills with strong attention to detail.
    Excellent creative and thinking skills.
    Understands the importance of brand image and promoting value through a great customer experience.
    Demonstrated technical skills with Salesforce, Docebo and/or other LMS platforms.
    Comprehensive working knowledge and skill in the Microsoft Office Suite.
    Flexible/adaptable, able to work in a fast paced, ever-changing environment; Proficient with remote technology, online and social platforms.
    French/English bilingual an asset

    We also provide competitive health, medical, dental and vision benefits, life insurance, disability benefits, an employee assistance program (EAP) and a defined contribution pension plan with employer matching.

    Our employees also enjoy a flexible hybrid working model and reimbursement for mobile phones and home office setup, as well as opportunities for professional development.

    At this time, all interviews are being conducted via phone and/or video call ― we look forward to "virtually" meeting you
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